1. Collaboration
  2. Automation using Oracle Digital Assistant

Automation using Oracle Digital Assistant

Oracle Digital Assistant (ODA) automates routine questions, gathers essential job context, and posts messages directly into Collaboration threads. When human intervention is needed, ODA escalates exceptions to the Helpdesk, ensuring seamless continuity and a complete audit trail. It also supports read-only system alerts through Message Scenarios using the Collaboration delivery channel.

Business Benefits:
  • Faster unblock at the edge: ODA answers routine “where/how” questions instantly; escalates only the exceptions.
  • Cleaner handoffs: Handoff messages land in Helpdesk with context so an operator can Take Chat and continue seamlessly.
  • Consistent triage: The bot asks for the right details (photos, activity ID) before humans engage, helping reduce back-and-forth.
  • Lower noise: Use ODA for read-only alerts and confirmations; keep broadcast channels for human-authored messages.
  • Measurable gains: Track time-to-take, percentage resolved by bot, and transfer accept rates (see Outcome Scorecard).
Functional Description:
  • Two directions:
    • ODA > Collaboration: ODA posts messages (and optional attachments like an activity reference) into an existing chat.
    • Helpdesk handoff: ODA creates a request to a configured Helpdesk; an operator Takes Chat and continues.
  • Read-only alerts: For system events, prefer Message Scenarios → Delivery Channel = Collaboration (no replies).
  • Membership caveat: Org/bucket-linked group membership is UI-only; APIs reflect direct assignments (plan provisioning/reporting accordingly).

Use Cases

Helpdesk in Collaboration supports a variety of operational scenarios across the field service landscape. Here are some examples:
  • FAQ and policy triage → clean handoff to Helpdesk

    A field tech asks a common “how/where” question (warranty rule, bin location). ODA answers immediately; if the response doesn’t resolve the issue, the bot collects the activity link, a short note, and any photo, then creates a Helpdesk request. An operator Takes Chat and continues in the same thread with full context.

  • SLA risk nudge from a scenario

    An assignment failure or SLA-at-risk event fires a Message Scenario. ODA posts a concise prompt in the relevant chat-“Reassign to nearest qualified tech?”-with quick actions. If the user confirms, ODA pushes a Helpdesk handoff (or notifies dispatch) so reassignment happens fast and the decision is recorded in-thread.

  • Visual triage before escalation

    When a mobile worker reports a blocker, ODA guides them to attach photos/reading codes and confirm the part number and activity ID. The bot summarizes the inputs in one message and then escalates to Helpdesk. The first human reply can now be actionable (no back-and-forth to gather basics).

  • Shift-start readiness and stock exceptions

    At shift start, ODA runs a short check-in (“Available?”, “Any vehicle or stock exceptions?”). The bot posts a summary into a small Group Message (supervisor/desk) listing exceptions and missing items, so the team can address them quickly without separate calls.

  • Post-visit checklist and follow-ups

    After job completion, ODA prompts the mobile worker for quick wrap-up items (customer confirmation, photos, notes). If any response indicates a follow-up needed (for example, part order or second visit), ODA either posts a task note in the thread or hands off to Helpdesk to schedule the next action-keeping the audit trail together.

Configure ODA for Collaboration

You can connect Oracle Digital Assistant to Collaboration to enable automated alerts and support end-to-end handoff to the Helpdesk.

  1. Create the ODA Webhook channel in Oracle Digital Assistant and copy its URL and Secret.

  2. Enable ODA in Configuration ▸ Subsystems ▸ Collaboration ▸ Helpdesk and paste the Webhook URL and Secret to complete the connection.

  3. Verify permissions so that target operators have Helpdesk access, and mobile workers retain Collaboration access and any move-via-chat privileges needed for follow-on actions.

  4. Send Helpdesk handoff payloads from ODA when escalation is required.
    • Simplified action payload:
      {
    "userId": "string",
    "messagePayload": { "type": "text", "text": "message from user" },
    "userLoginName": "mobile.worker.login"
}

    • Retrieve user context with: GET /rest/ofscCore/v1/users/{login}

    • If the Helpdesk does not receive the handoff, validate the Webhook URL, Secret, and the expected action name and payload shape.

  5. Post messages or prompts into existing Collaboration chats using:
    POST /rest/ofscCollaboration/v1/chats/{chatId}/messages
Content-Type: application/json
{
    "text": "Please review this job.",
    "attachment": { "type": "activity", "id": "ACT-123456" }
}

    If posting fails, check the destination (user, Helpdesk, or group) and confirm the attachment type and ID.

Note:
  • Use Message Scenarios → Delivery Channel = Collaboration for read-only alerts such as assignment failures. Target the Resource or use a static address (Users, Groups, or Helpdesks) for notifications.
  • Use system-triggered Collaboration messages for events that should not open chats (such as “assignment failed”).
  • Rotate the ODA Webhook Secret periodically.
  • Limit bot capabilities to the minimum required.
  • Avoid relying on group-membership APIs for inherited members; use direct group assignments when provisioning bot targets.

Collaborate Using ODA

ODA supports users across roles by answering questions, collecting context, posting updates, and escalating to the Helpdesk when needed. ODA’s messages appear in the thread the same way human messages do, ensuring seamless continuity in Collaboration.

Mobile Workers:

  • Start chatting with ODA the same way you chat with any user in Collaboration. ODA responds with answers or collects the information needed to move the workflow forward.

  • When escalation is required, ODA creates a Helpdesk request and a Helpdesk thread appears seamlessly in place of the bot.

  • View scenario-driven alerts, such as SLA-risk messages, which appear as read-only notifications. These do not require a response unless ODA prompts for confirmation.

  • See activity references, summaries, or photos that ODA posts into the chat, which remain part of the audit trail for full visibility.

Helpdesk Operators:

  • Receive ODA-generated requests in the Helpdesk queue when the bot escalates a conversation.

  • Click Take Chat to assume ownership of the thread and continue from the context ODA already gathered.

  • Respond to scenario-driven prompts that ODA may initiate, especially when reassignment or next-step confirmation is required.

  • Review any activity references, summaries, or photos that ODA automatically posts, ensuring a complete picture of the customer or field situation before taking action.

Dispatchers and Supervisors:
  • View scenario-driven alerts posted by ODA—such as SLA-risk or assignment-related messages—in the Notifications or History panels. These alerts are read-only and do not require a reply unless prompted.
  • See ODA-posted context, including activity links or summaries, which help in assessing the operational situation quickly.
  • Act on ODA’s suggestions when relevant (for example, potential reassignment) or rely on ODA to gather the needed details before a Helpdesk escalation.