---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Use AI to generate wrap up code and notes summary

# Use AI to generate wrap up code and notes summary {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
ServiceNow Otto automatically analyzes customer interaction transcripts to suggest wrap up codes and generate wrap up note summaries during the Interaction wrap up process. This capability reduces post call tasks while
improving documentation quality and consistency.

## Wrap up code and notes summary overview {#ai-generated-wrap-up-codes-and-notes-summary__wrapup-code-and-notes-overview}

AI-generated wrap up code and notes summary is a ServiceNow Otto capability that transforms the wrap up task from a manual to automatic process. When an Interaction enters the wrap up state, the ServiceNow Otto analyzes the transcript and suggests a wrap up code based on available codes. ServiceNow Otto also generates concise interaction wrap up notes based on the call transcript. Agents can accept the recommendations or enter their own wrap code and note summaries. Organizations can choose between
automatically generated content from ServiceNow Otto, or a third-party CCaaS vendor. Alternatively, agents may enter the code and wrap up notes manually.

Admins can configure the feature to make it available for the agents to use.  
For more information, see:

* [Enable ServiceNow Otto to generate wrap up code and notes summary](https://www.servicenow.com/docs/SxTGdyOqN_GE_mv62DhgfA "Configure ServiceNow Otto in your ServiceNow instance to enable the feature to automatically analyze interaction transcripts and recommend wrap up codes and generate notes summaries. This configuration allows agents to use AI-generated suggestions during the wrap up process or manually invoke the skill.")
* [AI interaction wrap-up](https://www.servicenow.com/docs/XZznIuGqUufk1_XHMR4AqA "AI interaction wrap-up provides agents with AI assistance during the interaction wrap-up period. Use this feature to generate wrap-up content for interaction records, such as the wrap-up code and notes.")  

## Key Features and benefit {#ai-generated-wrap-up-codes-and-notes-summary__key-features-and-benefit}

Improved Agent Productivity:
:   Reduces after-call work time by automating summary writing and code selection. Streamlines the wrap up process with pre-populated recommendations that speed completion of required tasks.

Enhanced data quality and business insights
:   Ensures standardized, consistent summaries across all interaction notes. Improves categorization accuracy through comprehensive transcript analysis. Enables reliable reporting and trend analysis through consistent wrap-up
    codes.