ServiceNow Otto for Wrap Up
AI-assisted wrap up code selection lets agents focus on helping customers.
Install Trend
View Install Data
| Date | Install Count | Change |
|---|---|---|
| 2026-09-09 | 0 | - |
About
ServiceNow Otto for Wrap Up leverages AI to automate the two most time-consuming parts of wrap up, code selection and note-taking. Instead of performing these tasks manually, agents receive an AI-generated wrap up code recommendation and interaction summary based on the transcript and available wrap up codes. Automating wrap up reduces Average Handle Time (AHT), improves consistency across agents, and gives agents more time to focus on customers. Automatic Wrap Up Completion is available for phone and chat interactions.
Key Features
- AI based recommendations for wrap up code selection
- AI generated wrap up notes to summarize Interactions
- Option to require proactive agent confirmation before generating wrap up code and notes