Configure AI Powered Field Assist in Oracle Fusion Field Service

Field Assist provides structured support conversations within Collaboration for Oracle Fusion Field Service users. Field Assist can connect users with live operators or AI agents configured in Agent Studio, helping mobile workers receive timely guidance and support without leaving the Collaboration workspace.

Before you begin, ensure that Collaboration permissions are enabled for the appropriate user types. For more information, see Enable Collaboration Permissions for User Types.

1. In Fusion Setup Management/Service Console, ensure that users have access to AI Agent Studio.
   For more information, see Learn about Oracle AI for Fusion Applications.
   1. On the Role Hierarchy page, open the Roles and Permission Groups tab and add:
      • FAI GenAI Agent CX Administrator Duty
   2. Open the Roles and Privileges tab and add:
      • Manage All Intelligent Agents role
   3. Assign the role to relevant users.
   4. Ensure an AI agent is available and note:
      • Agent Team Code
      • Agent Team Version
2. In Oracle Fusion Field Service, go to Configuration > Collaboration.
   1. Click the Add new group icon.
   2. Complete the following fields:
      • Name: Specify a name for the Field Assist.
      • Type: Select Field Assist.
      • Active: Select this option to make the Field Assist available immediately after it is created.
      • Description: Enter a brief description of the Field Assist.
      • Powered by AI: Select this option to route the incoming conversations to the configured AI agent to provide automated guidance and answer common questions. Conversations can be transferred to live operators when escalation is required.
        • Agent Team Code: Identifies the AI agent team configured in Agent Studio.
        • Agent Team Version: Specifies the version of the AI agent team to use.
        Ensure that your Agent in AI Agent Studio is configured to:

        • Accept contextual information provided by Oracle Fusion Field Service, such as user, activity, resource, inventory, and location details.
        • Return the appropriate response to initiate a human handoff.
        To provide a conversation summary during a human handoff, configure the AI Agent to return the summary field as part of the ESCALATE_TO_LIVE_OPERATOR response. For example:

        {
          "action": "ESCALATE_TO_LIVE_OPERATOR",
          "message": "<message displayed to the user before the handoff>",
          "summary": "<summary displayed to the human operator>"
        }

        The summary field is optional. If it isn't returned, no conversation summary is displayed to the human operator. Configure the AI Agent to generate a concise summary containing the user's request, relevant context, actions or recommendations provided by the AI Agent, and outstanding issues that require human assistance.

        Note: The AI Agent can also receive supported Field Service objects shared as attachments, including activities, resources, inventory, and locations. Oracle Fusion Field Service sends the object identifier and configured object information in the request parameters. The information available for each object depends on the fields configured for that object.

        For more information about creating and configuring AI Agents in AI Agent Studio, see How do I use AI Agent Studio?

      • Collaboration with groups: Specify which other Field Assists can communicate and share information with this Field Assist.
        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.
   3. Select Save.