Auto-generate SR summaries for improved agent efficiency and manager convenience

The SR summarization feature automatically generates Service Request summaries and assists agents in the generation of problem and solution descriptions. These summaries can take existing information on the Service Request and apply Generative AI to provide an overview of the issue, progress made, customer response, and planned next steps. Using this functionality Agents and Managers can quickly understand the issue and its status during reviews and hand-offs.

This feature is part of an early adopter program and is made available through a Promotion Code. If you are interested in implementing this feature please contact Oracle Support and submit a request.

The SR summarization feature uses the latest in Generative AI to ingest multiple pieces of information from the Service Request in order to automatically generate summaries that can be used by Agents and Managers. The SR Overview on the fold-out panel provides a complete overview of the Service Request, where it is in its lifecycle, and predicated next steps. To assist Agents in defining the most accurate and descriptive problem descriptions and solution descriptions, AI Assistance can be used to either review and update existing content or generate the content automatically.

Through the use of these AI features, both Agents and Managers will benefit from quick informational overviews, and well defined descriptions that can be utilized both upstream and downstream for reporting, knowledge content generation, and overall understanding of operational issues.

Steps to Enable

To enable this feature you need to log a Service Request (SR).