Overview
Otto brings generative AI capabilities to native mobile workflows. Use it to automatically generate task summaries, resolution notes, and closure details - directly within input forms and Virtual Agent conversations. Summaries can be triggered on load or by user action, and users can edit AI-generated content before saving it. Otto also supports contextual text generation through the Write with Otto and delivers personalized answers via Q&A Genius Results.
Task Summarization
Leverage Otto on mobile to streamline task closure and summarization workflows. Enable this feature when agents are expected to document their daily work directly on task records.
- Otto can generate summaries by analyzing task data, such as short descriptions and work notes - helping agents save time and maintain consistency.
- To give agents flexibility, configure summarization to occur either automatically on form load or through a user-triggered action (parameter action).
- Always ensure agents have the ability to review and edit the generated summary before saving it. This promotes accuracy and allows agents to validate the content prior to submission.
Task Summarization on load
Don’t use a combination of large- and medium-sized loaders in a smaller area. This will cause visual tension and confusion with loading hierarchy and user expectations.
Write with Otto (WWO)
Write with Otto allows for generative-AI powered text generation and editing assistance natively when generating resolution notes. For mobile environments, the WWO supports input form screens for Otto skills such as Task Summarization and Closure/Resolution Notes Generation.
Read more about Write with Otto
Otto for VA
Otto in Virtual Agent - Use Otto in Native Mobile Virtual Agent to deliver more direct, relevant, and conversational responses to questions using generative AI. Virtual Agent also enables you to provide feedback on AI-generated responses. To learn more about what Otto in Virtual Agent can do, see our documentation.
Otto Q&A Genius Result
Otto Q&A genius results are a more personalized way of searching for information. They use the Now LLM Service to generate concise, actionable answers from Knowledge article results. They improve the search experience by understanding the user’s intent and providing concise, actionable answers directly to the user. These results are generated using AI and are intended to help users quickly find the most relevant information without having to navigate through multiple search results.