Use Generative AI to autogenerate a customer response when sharing knowledge article

With Generative AI enabled for the Redwood Service Center, when an agent shares a knowledge article with a customer, the application will autogenerate a customer response that contains a summary of the article and contextual information derived from the article.  This response will either be inserted into the chat conversation or email draft depending on whether a live chat is currently underway.

Sharing a Knowledge Article and the automatic generation of an email

Enabling Generative AI for the Redwood Service Center offers a convenient and automated way to enhance customer interactions. When an agent shares a knowledge article with a customer, the system automatically generates a summary of the article.  This summary serves as the foundation for the customer response.  The generated customer response includes not only the article summary but also contextual information derived from the article. This ensures that the response is tailored to the specific content and addresses the customer's needs effectively.

The system intelligently decides whether to insert the generated response into the ongoing live chat conversation or an email draft.  This adaptive approach aligns with the communication channel in use, enhancing the agent user experience.  

For live chat interactions, the system seamlessly inserts the generated response into the conversation. This real-time integration can significantly speed up response times and improve customer satisfaction.  When dealing with email interactions, the system prepares a draft containing the generated response.  This allows agents to review and customize the response before sending it to the customer.

By incorporating these features, the Redwood Service Center leverages AI capabilities to streamline customer support processes. The automated generation of responses based on knowledge articles not only saves time for agents but also ensures that customers receive accurate and relevant information promptly. The ability to adapt the response delivery based on the communication channel adds a layer of flexibility to accommodate different customer preferences and scenarios.

Steps to Enable

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

This feature is currently in Limited Availability and requires a promo code to activate.  If you are interested in exploring this feature more, please feel free to contact [e-mail] - or log a Service Request with the My Oracle Support team.