Service features with AI
B2C Service Center
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 |
| 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 |
| 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 |
| Nearby Activity AI Recommendations | Update 24B | Generative |