Service features with AI
B2C Service Center
Digital Customer Service
| Feature | Release | Type |
|---|---|---|
| Chat History on DCS Portal | Update 26A | AI agent |
| DCS Chat Summarization Assistant for Portal RI | Update 26C | AI agent |
| DCS Personal Navigator Assistant for Portal RI | Update 26C | AI agent |
| DCS Service Request Summarization Assistant for Portal RI | Update 26C | AI agent |
Help Desk
| Feature | Release | Type |
|---|---|---|
| Create Cases from AI Conversations with the Case Creation Agent | Update 26C | AI agent |
| Send employee satisfaction surveys after a Help Desk request is resolved | Update 26C | AI agent |
| Use 'My Help Workspace for Employees' to provide efficiency through an Agentic App experience | Update 26D | Agentic app |
| Use Help Desk Get AI Assistance for Employees | Update 26A | AI agent |
| Use the Improved Employee Self Service Assistant to set Product and Category | Update 26B | AI agent |
Knowledge Management
| Feature | Release | Type |
|---|---|---|
| AI Agent: KM - Question Answering | Update 26A | AI agent |
| Listen for article lifecycle events in Knowledge Authoring | Update 26A | AI agent |
Oracle Fusion Field Service
| Feature | Release | Type |
|---|---|---|
| My Route Page User Experience | Update 26B | AI agent |
| Start of the Day Mobile Worker Pre-brief | Update 26B | AI agent |