Create Custom AI Agents and Add Them to Your Workflow

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Our out of the box AI agents should suffice for regular service request management. However for specific business requirements, you may want to create custom service AI agents.

To create a custom AI agent and add it to your Fusion Service workflow:

1. Create a tool:
   1. Navigate to Tools > AI Agent Studio.
   2. Click the Tools tab and click Add.
   3. Provide the required details.

      For example, to create a document tool, select Tool Type as Document, set the status to Ready to publish, add the required documents, and save.

   4. Click Create.
2. Create an agent:
   1. Click the Agents tab and click Add.
   2. Provide the required details.

      For example, in the Prompt field you can write a prompt asking the agent to answer a question using both the built-in Knowledge Search tool and the custom tool you created in the previous step.

   3. To add formatting requirements, click the LLM tab, for Summarization Mode select Enable using custom prompt, and provide the instructions in the Summarization Prompt field.
   4. Click Create.
   5. Search for the required tool, click , and click Add.
   6. Click Create.
3. Create an agent team:
   1. Click the Agent Teams tab and click Add.
   2. Provide the required details and click Create.
   3. Search for the agent you created in previous step, click , and click Add.
   4. Click to test your agent team.
   5. Click Publish.
4. Create an action type to make your custom AI agent available in Fusion Service:
   1. Navigate to Service > Service Center Administration.
   2. Click the Productivity card and click the Add / Manage Workflow Action Types and Actions card.
   3. Click Create Action.
   4. For Select Parent Entity Name, select "Service request".
   5. Click Add Action Type and provide the required details. For example:
      • For Action Type Name, enter a name such as "my_custom_ai_agent".
      • For Action Type Object Type, you see "Service request".
      • For Application, you see "Oracle Fusion Applications".
      • For Authentication Context, you see "Oracle CRM Fusion REST API".
      • For ActionType, you see "Rest".
      • For Operation, you see "Create".
      • For Action URL, enter "/api/fusion-ai/orchestrator/agent/v1/<my_custom_agent_team_name>/invokeAsync".
      • For Description, enter a description such as "This is my action type".
   6. Click Continue.
   7. On the Action (Payload) page provide the required details. For example:
      • For Action Name, enter a name such as "my_custom_agent_action".
      • For Async Mode, select "Async with Polling".
      • Add attributes and headers, if required.
   8. Click Continue.
   9. On the Polling Action page provide the required details. For example:
      • For Endpoint URL for Polling request action, enter "/api/fusion-ai/orchestrator/agent/v1/<my_custom_agent_team_name>/status/".
      • For Request Id in the Endpoint URL, enter "requestId".
   10. Click Submit.
5. Verify that you can add the custom AI agent to a Fusion Service workflow:
   1. Navigate to Service > Service Center Administration.
   2. Click the Productivity card and click the Create/Manage Workflows card.
   3. Click Create.
   4. Hover your cursor over the play icon and click the + icon.
   5. Click Action Types and search the custom AI agent action type you created in the previous step. For example, "my_custom_agent_action".

You can use the action type to call the custom AI agent just like you call any built-in AI agent.