Otera + ServiceNow

Overview

ServiceNow manages workflows, tracks incidents, and orchestrates service delivery for organizations across industries. The platform routes work to the right teams, but agents still review tickets and determine resolutions. When Otera connects to ServiceNow, autonomous AI agents handle that decision layer and execute resolutions, enabling end-to-end case completion without waiting for human involvement.

How It Works

Otera works alongside ServiceNow, extending workflow management into autonomous, end-to-end resolution.

• Receive work items: Agents pull incidents, requests, and case data from ServiceNow, gathering the details needed to understand what's being asked and what resolution would look like.
• Determine resolutions: Otera evaluates each item against resolution paths, knowledge bases, and business rules to identify the appropriate action.
• Complete workflows: Agents resolve cases entirely, updating status, documenting resolution, and closing the loop without human involvement.
• Escalate selectively: When items involve complexity that requires human expertise or judgment, Otera routes them with clear context about what requires attention.