1. Collaboration
  2. AI-Powered Field Assist

AI-Powered Field Assist

Important: This information only applies to Oracle Fusion Field Service environments. You can verify whether you've Oracle Fusion Field Service or Oracle Field Service, by signing in and checking on the About page.

AI-Powered Field Assist provides a structured support channel that combines AI-powered assistance with live operator support. Mobile workers can receive automated guidance directly within Collaboration, while maintaining the ability to escalate conversations to live operators when additional assistance is required.

Field Assist uses AI agents configured in Agent Studio to answer questions, provide guidance, and support troubleshooting workflows. When escalation is required, conversations are transferred to live operators while preserving the conversation history within the same thread.

Business Benefits
  • Guided assistance at scale: AI agents provide consistent responses and support a large volume of requests without requiring operator involvement for every interaction.
  • Faster resolution: Mobile workers receive immediate assistance for common questions and troubleshooting scenarios, reducing delays and improving productivity.
  • Reduced operator workload: AI agents handle routine requests, allowing operators to focus on issues that require human judgment or intervention.
  • Seamless escalation: Conversations can be transferred from AI agents to live operators while preserving context and conversation history.
  • Consistent support experience: Responses are centrally managed through Agent Studio, helping ensure consistent guidance across the organization.
  • Improved decision-making: Mobile workers receive timely recommendations and troubleshooting assistance directly within Collaboration.

Functional Description

If the Field Assist is configured as AI-powered:

  • Incoming requests are routed to the configured AI agent.

  • Users interact with the AI agent directly within the conversation.

  • The AI agent provides automated responses and guidance.

  • The AI agent can transfer conversations to live operators when escalation is required or when requested by the user.

When a conversation is transferred:
  • The conversation is routed to the pending queue of Field Assist operators.
  • The AI agent leaves the conversation.
  • The live operator continues the interaction using the same conversation thread.

Use Cases

Field Assist supports a variety of operational scenarios across the field service landscape. Here are some examples:
  • Troubleshooting assistance

    A mobile worker encounters an issue while performing work and starts a Field Assist conversation. The AI agent provides troubleshooting guidance based on established support procedures. If the issue requires additional expertise, the conversation is transferred to a live operator.

  • Process and policy guidance

    A mobile worker needs clarification about a process, policy, or operational procedure. The AI agent provides guidance and references the appropriate process. If additional review is required, the request is escalated to a live operator.

  • Activity support and decision assistance

    A mobile worker needs help determining the next step in a workflow. The AI agent provides recommendations and guidance based on the user's request, helping the worker continue without waiting for manual support.

  • Complex issue escalation

    A mobile worker encounters an issue that cannot be resolved through automated guidance. The AI agent transfers the conversation to a live operator, preserving the conversation history and context for faster resolution.

  • After-hours support

    A mobile worker requests assistance outside normal support hours. The AI agent provides guidance and answers common questions, allowing users to continue working without waiting for operator availability.

  • Knowledge consistency and operational alignment

    Mobile workers across different regions ask similar operational questions. The AI agent provides consistent responses based on centrally managed guidance, helping ensure standardized support across the organization.

Integrate and Automate

Field Assist integrates with AI agents configured in Agent Studio. For more information, see Learn about Oracle AI for Fusion Applications.
  1. Create and configure an AI agent in Agent Studio.
  2. Obtain:
    • Agent Team Code
    • Agent Team Version
  3. In Fusion Field Service:
    1. Navigate to Configuration > Collaboration > Field Assist.
    2. Select Powered by AI.
    3. Enter the Agent Team Code and Agent Team Version.
    4. Save the configuration.
    5. Assign operators using Resources > Set Collaboration Group.
      Note:
      • Field Assist access follows Collaboration visibility rules.
      • Users can send requests only to Field Assists that are visible to their role.
      • If visibility or permissions change, new requests cannot be routed until reconfigured.

Use Field Assist

You can access Field Assist conversations from the Collaboration window.
  • Start a Conversation
    • Navigate to Collaboration.
    • Select the required Field Assist (for example, Field Assist or Parts Desk).
    • Enter your request.
    • Send the message.

      The AI agent responds if the Field Assist is configured as AI-powered.

  • Escalate to a Live Operator
    The AI agent may transfer the conversation to a live operator when:
    • Additional assistance is required.
    • The request cannot be completed automatically.
    • The user requests assistance from a live operator.

      After transfer, the conversation continues within the same thread.

  • Field Assist Operators

    Field Assist operators manage conversations that have been escalated from AI agents.

    Operators can:
    • Receive transferred conversations.
    • Review conversation history and context.
    • Resolve requests requiring human intervention.
    • Continue support without requiring the user to restart the conversation.

Limitations

When using AI-powered Field Assist:
  • Only text responses are supported.
  • Users cannot send another message while waiting for an AI response.
  • Edit, Delete, and Reply actions are unavailable.
  • Attachments sharing, location sharing, inventory sharing, resource sharing, and activity sharing are not available.
    Note: Field Assist visibility and routing depend on Collaboration permissions. Only visible Field Assists can receive or respond to a user's request.