Service features with AI

Review and download a spreadsheet of all features with AI

B2C Service Center

Feature	Release	Type
Agent Browser UI: Summarization for Incident Threads	Update 25D	Generative
Browser UI: Agent Insight Suggestions powered by Oracle Digital Assistant	Update 24D	Agent
Browser UI: Incident Thread Language Translation	Update 24D	Agent
Chat in Browser UI: Agent Suggestions powered by Oracle Digital Assistant	Update 24B	Agent
Chat in Browser UI: Agent Suggestions powered by Third-Party Services	Update 25A	Agent
Chat in Browser UI: Agents can Select the Language for Translation	Update 25A	Agent
Chat in Browser UI: Anchor the Suggestions Panel Outside the Chat	Update 25C	Agent
Chat in Browser UI: Configure the Language Translation Confidence Score	Update 25B	Agent
Chat in Browser UI: Language Translation Feedback for Chat Agents	Update 25B	Agent
Chat in Browser UI: Language Translation powered by OCI	Update 24B	Agent
Chat in Browser UI: Language Translation Powered by Third-Party Services	Update 24C	Agent
Chat in Browser UI: Off the Record Data is Configurable for Language Translation	Update 25B	Agent
Chat in Browser UI: Proofread Agent for Live Chat Sessions	Update 25C	Agent
Chat in Browser UI: Suggestion Feedback for Chat Agents	Update 25C	Agent
Chat in Browser UI: Summarization for Chat	Update 25D	Agent
Customer Portal: OpenSearch Answer Summary Widget	Update 25C	Generative

Digital Customer Service

Feature	Release	Type
Chat History on DCS Portal	Update 26A	Agent
Provide an AI Generated Answer as the Top Search Result in DCS Portal	Update 25B	Generative

Help Desk

Feature	Release	Type
Automatically Generate Summaries of Help Desk Requests with Generative AI	Update 24C	Generative
Create Cases from AI Conversations with the Case Creation Agent	Update 26C	Agent
Enable AI Suggestions for Categories	Update 23B	Generative
Generate Resolution Notes when Resolving the Help Desk Request	Update 25B	Generative
Generate Wrap-up Notes at the Conclusion of a Call or Chat	Update 25B	Generative
Include the Generative AI summary of a Knowledge Article when sharing with the employee	Update 25B	Generative
Suggest knowledge to employees when creating a Help Desk Request	Update 25A	Generative
Use AI to Summarize and Resolve Cases Easily	Update 25C	Generative
Use Generative AI to create a summary in Start Conversation with Details	Update 24D	Generative
Use Help Desk Get AI Assistance for Employees	Update 26A	Agent
Use the Improved Employee Self Service Assistant to set Product and Category	Update 26B	Agent
View AI Generated Help Desk Request Summarizations in French and Spanish	Update 24D	Generative

Knowledge Management

Feature	Release	Type
AI Agent: KM - Question Answering	Update 26A	Agent
Analyze generative AI use in Knowledge Authoring	Update 24D	Generative
Listen for article lifecycle events in Knowledge Authoring	Update 26A	Agent
Question Answering in My Knowledge	Update 25C	Generative

Oracle Fusion Field Service

Feature	Release	Type
LLM Knowledge Search with GenAI Summarization	Update 24C	Generative
My Route Page User Experience	Update 26B	Agent
Nearby Activity AI Recommendations	Update 24B	Generative
Start of the Day Mobile Worker Pre-brief	Update 26B	Agent

Service Center

Feature	Release	Type
AI Service Request Assistant for Chat and Voice	Update 26C	Agent
AI-Powered Action Suggestions in the Action Bar	Update 26B	Agent
Assist agent phone communications with call suggestions	Update 25A	Agent
Auto-generate SR summaries for improved agent efficiency and manager convenience	Update 24A	Generative
Automatically Flag Email Bounces or Out of Office Emails for Service Requests	Update 26A	Agent
Automatically Respond to New Inbound Email Requests	Update 26B	Agent
CX Service Action Chain: Sentiment Analysis	Update 25D	Predictive
CX Service Global Functions Now Powered by Runnable AI Agents	Update 26C	Agent
Enhance the Case Analyzer AI Agent with Custom Starter Questions	Update 26B	Agent
Enhancements to Service Request Creation Assistant	Update 26A	Agent
Enhancements to Service Request Creation Assistant	Update 26B	Agent
Extensible Recommendation Cards for the Service Request Details Page and other SR pages	Update 26C	Agent
Generative AI features in Service available out-of-box	Update 25D	Generative
Global Function for AI Agent Integration in Oracle Fusion Service	Update 26A	Agent
Human-in-the-Loop: Review and Share AI Recommendations Effectively	Update 25C	Generative
Introducing AI Agent for Sending Sales and Service Notifications	Update 25D	Agent
Iterative AI Recommendation Cards for Faster Resolutions	Update 26B	Agent
Multi-task more naturally across SRs and interactions while conversing with AI agents	Update 26C	Agent
New Global Function to Invoke AI Agent Flows from Custom UI Components	Update 26B	Agent
Notification Assistant available as a Workflow Agent	Update 26B	Agent
Provide Service Center and Help Desk surveys via conversational AI agents	Update 26A	Agent
Rapidly create Service Center and Help Desk surveys	Update 26A	Agent
Rapidly Improve Message Content with Generative AI	Update 26B	Generative
Refine SR Summaries with interactive AI	Update 26C	Generative
Service Contact Insights: AI-Powered Interaction Summaries for Faster Service	Update 26C	Generative
Service Request Resolution Workflow Advisor Enhancements	Update 26C	Agent
Smart Actions to launch AI Agents in Service Center	Update 26B	Agent
SR Summarization is Now a Configurable AI Agent	Update 26B	Agent
Store the problem and solution for each chat	Update 26B	Generative
Support AI-related insights in Service Express Reports	Update 26A	Agent
Support Event Handling from the AI Conversation panel	Update 26C	Agent
UI enhancements to assist agent phone communications with call suggestions	Update 25B	Generative
Use AI Service Request Resolution Agent to Resolve Issues	Update 24D	Agent
Use Generative AI to auto-generate phone call summaries	Update 24D	Generative
Use Generative AI to autogenerate a customer response when sharing knowledge article	Update 24B	Generative
View AI Generated SR Summarizations in French and Spanish	Update 24D	Generative
Work Order Agent	Update 25D	Agent