---
title: Invoice dispute intake assistant AI agent
description: This AI agent helps requesters identify the correct invoice, confirm dispute details, and submit invoice disputes related to quantity issues. It guides users step by step through invoice identification, validation, and dispute submission to ensure a smooth and accurate experience. The agent also analyzes the sentiment of the user throughout the conversation.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/intelligent-experiences/om-inv-invoice-dispute-intake-assistant-ai-agent.html
release: brazil
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 3
breadcrumb: [Order Management AI agents, Sales CRM AI agents, Sales CRM, AI agents library, AI agents and agentic workflows, Enable AI Experiences]
---

# Invoice dispute intake assistant AI agent

This AI agent helps requesters identify the correct invoice, confirm dispute details, and submit invoice disputes related to quantity issues. It guides users step by step through invoice identification, validation, and dispute submission to ensure a smooth and accurate experience. The agent also analyzes the sentiment of the user throughout the conversation.

## Workflow

This agent can resolve quantity-related invoice disputes only. If you show frustration or ask for help beyond its capabilities, the agent offers a transfer to a live agent.

1.  The agent checks the current page URL for an invoice number. If none is available, it looks up your invoices and asks which invoice you want to dispute.
2.  The agent validates the invoice and asks which invoice line is in dispute.
3.  The agent identifies the issue and captures the disputed quantity details.
4.  The agent creates an invoice case and validates the dispute.
5.  If the agent finds no quantity discrepancy, it offers you the option to upload a delivery ticket as proof or to connect with a live agent.
6.  If you upload a delivery ticket, the agent processes it and checks whether it supports your disputed quantity. You can re-upload the delivery ticket up to three times.
7.  When the dispute is validated, the agent offers you resolution options, such as a credit note or an order for the remaining quantity.
8.  When you select a resolution option, the agent resolves the invoice case.

<table><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Allow third party to access this AI agent

</td><td>

When enabled, third-party AI agents can use this agent. This value is off \(false\) by default. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the External discoverable field.

</td></tr><tr><td>

Allow AI specialists to access this AI agent

</td><td>

When enabled, AI specialists can use this agent. This value is off \(false\) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the Specialist enabled field.

</td></tr><tr><td>

Manage long-term memory

</td><td>

When enabled, all previous user interactions are used as context for the LLM. This value is off \(false\) by default. This setting is defined by the **sn\_aia.ltm.enable\_long\_term\_memory** system property. For more information, see [ServiceNow Otto AI agents reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/na-aia-reference.md).

</td></tr><tr><td>

Tools

</td><td>

-   **Scripts**

Create invoice case

Get invoice details

Process Delivery Ticket

Resolve invoice dispute

Validate and confirm invoice dispute

Validate Invoice Line

-   **Topic blocks**

Upload Delivery Ticket

-   **Conversational topics**

Fetch the invoice number from the url and interaction id


</td></tr><tr><td>

Allowed user roles The specific user roles that can access this AI agent.

</td><td>

sn\_customerservice.customer, sn\_csm\_invoice.agent, sn\_otc.account\_receivable\_agent

</td></tr><tr><td>

Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take.

</td><td>

invoice.exception.aia

 actsub\_user, agent\_schedule\_user, agent\_workspace\_user, app\_service\_user, assignment\_workbench, canvas\_user, chat\_admin, cmdb\_ms\_user, cmdb\_query\_builder, cmdb\_query\_builder\_read, cmdb\_read, data\_manager\_user, decision\_table\_reader, dependency\_views, email\_client\_template\_read, email\_composer, fsm\_skill\_user, interaction\_agent, knowledge, notify\_view, now\_assist\_panel\_user, personalize\_form, platform\_ml\_read, prompt\_library\_user, skill\_user, sn\_ai\_filter\_assist.user, sn\_ai\_filter\_tracker.user, sn\_bm\_client.benchmark\_data\_viewer, sn\_case\_line.characteristic\_creator, sn\_case\_line.characteristic\_delete, sn\_case\_line.characteristic\_viewer, sn\_case\_line.characteristic\_writer, sn\_change\_read, sn\_cmdb\_user, sn\_csm\_case\_types.service\_definition\_viewer, sn\_csm\_household.viewer, sn\_csm\_invoice.agent, sn\_csm\_invoice.creator, sn\_csm\_invoice.navigation\_menu, sn\_csm\_invoice.viewer, sn\_csm\_invoice.writer, sn\_csm\_pricing.pricelist\_viewer, sn\_customerservice.csm\_workspace\_user, sn\_customerservice.customer\_data\_viewer, sn\_customerservice\_agent, sn\_esm\_agent, sn\_gaf.data\_viewer, sn\_gaf.data\_writer, sn\_gd\_guidance.guidance\_user, sn\_ind\_tmt\_orm.fulfillment\_viewer, sn\_ind\_tmt\_orm.order\_viewer, sn\_l2c\_core.entity\_mapping\_viewer, sn\_lookup\_verify\_user, sn\_nb\_action.next\_best\_action\_user, sn\_ord\_qual\_mgmt.alternate\_proposal\_read, sn\_otc.ar\_invoice\_viewer, sn\_prd\_invt.product\_inventory\_operations\_read, sn\_prd\_invt.product\_inventory\_viewer, sn\_prd\_pm.characteristics\_viewer, sn\_prd\_pm.product\_catalog\_viewer, sn\_prd\_pm.product\_model\_characteristic\_viewer, sn\_pss\_core.service\_contract\_viewer, sn\_query\_gen.user, sn\_req\_criteria.viewer, sn\_service\_org.customer\_criteria\_read, sn\_service\_org.service\_criteria\_read, sn\_shn.editor, sn\_shn.user, sn\_sow.sow\_home, sn\_sow.sow\_list, sn\_sow.sow\_user, sn\_sttrm\_condition\_read, sn\_templated\_snip.template\_snippet\_reader, sn\_tmt\_core.inbound\_queue\_read, sn\_udc.basic\_read, sn\_uib\_collab.user, sn\_workflow\_studio.workflow\_studio\_read, survey\_reader, task\_editor, template\_editor, template\_read\_global, view\_changer, workspace\_user

</td></tr><tr><td>

Triggers

</td><td>

Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/add-trigger-aia.md).

</td></tr><tr><td>

Channels

</td><td>

Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/configure-now-assist-va.md).

</td></tr><tr><td>

Used in agentic workflows

</td><td>

Not applicable.

</td></tr></tbody>
</table>Learn more about customer self-service via Business Portal at [Customer self-service for Sales Customer Relationship Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/order-management/som-self-service-business-portal.md).

**Parent Topic:**[Order Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/om-ai-agents-overview.md)