Prerequisites for using Gen AI features with CTI

Enable Service Adaptive Intelligence

First you enter your promotion code.

From the Navigator menu, choose My Enterprise, then the Enterprise work area.
On the Enterprise Information page, click the Manage Promotion Codes link.
On the Manage Promotion Codes pages, click Enter Promotion Code, then enter your promotion code and click Save and Close.

Enable Generative AI

From the Opt In page, click the Pencil icon on the Service Adaptive Intelligence row to select specific features.
Select the Enable checkbox for Use Generative AI features in the Service.
Click Done when you're finished.

Associate the Generative AI duty role

Now you add a new duty role which has specific privileges for the available Fusion AI features. You add these privileges to your custom Generative AI Duty Role and then associate the role to your agents.

The privileges are:

ORA_SVC_WRAP_UP_SUMMARIZATION_PRIV. Used for access to Wrap Up summary generation.
ORA_SVC_CHAT_COLLABORATION_SUMMARIZATION_PRIV. Used for generating a chat transcript summary that will be included in chat transfer and conference offers to other agents.
ORA_SVC_CHAT_KM_SUMMARIZATION_PRIV. Used for generating a knowledge article summary that can be included in a chat conversation.
SVC_ACCESS_SR_SUMMARIZATION_APIS_PRIV – Used for SR-generated summaries.

To use the different Generative AI features, you can just associate the Service Generative AI User (ORA_SVC_GEN_AI_USER) duty role to your agents. But to enable only some new AI features, you'll need to create a custom Duty Role and associate the corresponding service privilege.

Add the privilege show summarization

To use the call and chat wrap up summarization, each user must be granted the ORA_SVC_WRAP_UP_SUMMARIZATION _PRIV privilege in Security Console.

The privilege includes a ready to use default duty role: ORA_SVC_GEN_AI_USER. You can use the ORA_SVC_GEN_AI_USER duty role or you can copy and edit the copy to only include the AI features required. If you've already created your own roles, you must use Security Console to add the ORA_SVC_WRAP_UP_SUMMARIZATION _PRIV privilege to the duty role.

Add the privilege to show summarization for transfers and conferences

To use chat transcript summarization, each user must be granted the ORA_SVC_CHAT_COLLABORATION_SUMMARIZATION_PRIV privilege in Security Console.

The privilege includes a ready to use default duty role: ORA_SVC_CHAT_COLLABORATION_SUMMARIZATION_PRIV. You can use the ORA_SVC_GEN_AI_USER duty role you can copy and edit the copy to only include the AI features required. If you've already created your own roles, you must use Security Console to add the ORA_SVC_CHAT_COLLABORATION_SUMMARIZATION_PRIV privilege to the duty role.

Enable call transcripts

After setting the required privileges and profile options, you then enable and add transcript messages. We'll do that in the next task.