LLM Knowledge Search with GenAI Summarization
The knowledge search functionality in Field Service has undergone significant improvements that now allow for a more intuitive and effective search experience. The search functionality now matches the meaning of the search query, rather than just the keywords. This enhancement has been made using Oracle AI, which makes knowledge discovery for Field resources much smoother and simpler. The Oracle Field Service knowledge search connected with Fusion Knowledge, provides AI Assisted Answers, a quick overview of the search results, enabling field resources to quickly find the information they need, along with a link to the relevant articles.
Moreover, the Knowledge setup configuration page has introduced a default search prompt configuration. The admin user can now configure a default search prompt using dynamic property values of activity. This means that the admin can customize the search prompts based on the specific needs of the users, making the search experience even more effective.
Large Language Model (LLM) Search Results
The Oracle Knowledge Search functionality is designed to provide users with search results that are more relevant and accurate by understanding the search query's terms, context, and intent. This feature enables users to initiate a knowledge search using phrases and terms instead of a specific keyword, resulting in a more comprehensive set of results that meet the user's needs. The Field Service Knowledge module leverages Fusion knowledge capabilities to retrieve knowledge articles that are relevant to the user's search query. Additionally, Fusion Knowledge has introduced a new semantics search algorithm that utilizes Oracle's AI large language models to improve search accuracy, ensuring that users receive the most relevant and up-to-date information to help them make informed decisions.
GenerativeAI Summarization
When you search a topic on the Field service knowledge page, you will get a brief overview or summary of the answer as a quick information to your search results. These summaries are generated using Oracle AI algorithms that analyze the content of the top-ranking search results extract the key information and provide that as an answer to your search topic. This helps you to get quick insight into your question without going into the details of the article.
Default Search Prompt in Knowledge Setup & Configure
Field service supports the setup of Fusion knowledge that allows search based on a keyword and new Redwood Fusion knowledge search based on AI/ML capabilities. Moreover an option will be available to add a default search prompt for users who have configured with new Redwood Fusion knowledge with AI capabilities. This will allow dynamically generating a default search prompt in the knowledge search page by taking into account the activity context. You can configure a default search prompt by enclosing activity properties in braces. For example, if you want to generate a default prompt as "Installation manual for a specific asset" you can configure the search prompt as the Installation manual for {asset _number} to make sure in this case "asset_number" is an activity property. The default search results give field resources a sample search query and they can replace the default search prompt and use a new search topic to which they would like to get an answer.
The new fusion redwood knowledge search is more secure now. You will be provided an option to select the OAuth User Assertion application in the knowledge configuration screen. The knowledge search uses this OAuth 2.0-based authentication to search knowledge articles.
If you are going with the Fusion knowledge search based on keyword search disable the option "Semantic Search and Answer Generation - Powered by Oracle AI", the setup configuration page will have the option to define a default search key.
- Optimized search results utilizing semantic search including root words and synonyms
- Efficient search by providing summarization without clicking in to read full article
Steps to Enable
Fusion Knowledge Application Setup
- To utilize the new Fusion knowledge capabilities including AI/ ML make sure you have configured new Fusion Knowledge and enabled AI features as per this documentation
- If you are using 'Semantic Search and Answer Generation - Powered by Oracle AI' option make sure you have created an OAuth 2.0 Application with OAuth user assertion option in OFS.
- In Field Service make sure you have configured Oracle Knowledge Application
If you are using Fusion knowledge based on Oracle AI you have to setup the knowledge as shown below
|
Item |
Description |
|---|---|
|
Application Name |
Name of the application displayed in the Configuration page |
|
Application Label |
Label of the application |
|
Semantic Search and Answer Generation - Powered by Oracle AI |
This selection will make sure the knowledge search will be based on the new Fusion (Redwood) Knowledge Configuration |
|
Select the OAuth user assertion application |
Select OAuth user assertion application you would like to use while connecting with Fusion(Redwood) Knowledge |
|
URL |
The base URL of the Fusion (Redwood) Knowledge. This must have the format "https://servername.oraclecloud.com" |
|
Search Prompt |
The default search prompt appears on the knowledge search page. Make sure you are enclosing properties in braces to get dynamic values of the property in the search prompt. |
If you are using Fusion knowledge search based on keywords you have to uncheck the "Semantic Search and Answer Generation - Powered by Oracle AI" option and configure the application with below parameters.
|
Item |
Description |
|---|---|
|
Application Name |
Name of the application displayed in the Configuration page |
|
Application Label |
Label of the application |
|
Select the OAuth user assertion application |
Select OAuth user assertion application you would like to use while connecting with Fusion(Redwood) Knowledge |
|
URL |
The base URL of the Fusion (Redwood) Knowledge. This must have the format "https://servername.oraclecloud.com" |
|
User Name |
User name and password are used to connect the Fusion knowledge. This connection is based on basic authentication. |
|
Password |
Password of the integration user |
|
Default search property |
Default search results will be based on the value of the property configured |
|
Default search query |
Default search used in knowledge in case there is not value added of the property field |
Tips And Considerations
- The knowledge search is powered by Oracle AI using this API and this is an opt-in functionality in Knowledge. You have to opt into this feature from Fusion Knowledge to experience the Answer Overview functionality and Semantic search results on OFS
- If you are not enabled with this feature in Fusion Knowledge , you can continue current keyword-based knowledge search
- The option to filter search results based on the product, category, and document type will not be available in the "Semantic Search and Answer Generation - Powered by Oracle AI" option which will be available only in Fusion knowledge search based on keywords.