Automatically Generate Summaries of Help Desk Requests with Generative AI

Help Desk administrators can now configure Help Desk to allow Help Desk agents to request an AI-generated summarization. The summarization feature generates a Help Desk Request summary on demand when an agent types 'Summarize Request' in the action bar. The summary takes existing information from the Help Desk Request and applies 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.

This feature allows agents to get an overview of the help desk request, without having to read all of the message threads. This is especially beneficial in the situation where an agent has been recently assigned to an in-progress request because the agent formerly working on the request is not available due to vacation, out-of-office status, or leave of absence and there have already been numerous interactions during the life of the help desk request.

Steps to Enable

Leverage Application Composer to expose and adjust page layout and attributes. To learn more about extending your application using Application Composer, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

Summarization is being offered under controlled availability. The first step is to open a request with Oracle Support to receive a promotion code and work with the Generative AI team to enable summarization.

Enter the promo code

Use the instructions from Oracle to enter the promotion code for SR Summarization.

  1. From the Navigator, go to My Enterprise -> Enterprise.
  2. Click Manage Promotion Codes.
  3. Click on the Enter Promotion Code button.
  4. Enter the promo code given to you by Oracle.
  5. Click Save and Close.
  6. Click Done.

Enable Adaptive Intelligence

  1. Navigate to Setup and Maintenance.
  2. For Setup, choose Help Desk.
  3. Click the link for Change Feature Opt In.
  4. Click the Enable link for the line Help Desk Adaptive Intelligence.
  5. Click on the pencil icon to edit.
  6. Check the Enable box on the line for Use Generative AI features in Help Desk.

Add the desired privilege to custom Agent role

  1. From the Navigator, go to Tools -> Security Console.
  2. Click on Roles on the left-hand side.
  3. Select Job Roles from the drop-down.
  4. Enter the role that is currently being used for Agents.
  5. Choose the action to take by selecting the dropdown for the selected role.
    1. If you are already using a Custom Role, choose Edit Role.
    2. For pre-defined roles, choose Copy Role.
  6. Click Add Function Security Policy.
  7. Search for the appropriate role to add: ORA_SVC_GEN_AI_USER 
  8. Select the Role to Add.
  9. Click Cancel to go back after adding the role.
  10. Click Next until you reach the end. (Feel free to add the preliminary users to the new role when you reach the Users step.) 
  11. When you reach the final step, click Submit and Close.

Complete these steps for each role that you'd like to have access to the Summarization functionality. You will need to log out and log back in for the new privileges to take effect.

Enable the Smart Action

  1. Create or enter a Sandbox that has Application Composer as a chosen tool by going to Navigator -> Tools -> Sandboxes.
  2. From the Tools drop-down choose Application Composer.
  3. Click on the Smart Actions link.
  4. Type "Summarize" and Enter to search.
  5. Change the value for Enabled to Yes for the appropriate "Summarize Request" Smart Action for either HR Help Desk Request or Internal Service Request.
  6. Close the Tab and return focus to the Application Composer.
  7. Under the Sandbox Mode drop-down, choose Preview as if Published.
  8. Click Yes to continue to enter the preview mode.
  9. Navigate to Help Desk -> Help Desk Requests.
  10. Clink on a link to an existing Help Desk Request.
  11. Type 'Summarize Request' in the action bar to make certain the option is shown in the list.
  12. Return to Edit Mode in Application Composer.
  13. Publish the Sandbox.

Tips And Considerations

The Summarization for Help Desk is on-demand only, and the results are not stored in the database.

Key Resources

After this release is generally available, a video of how to configure this feature will be found at Help Desk - Oracle Video Hub.

Access Requirements

To use AI generated text, users must have the privilege:

ORA_SVC_GEN_AI_USER

In addition, a specific privilege is required to take advantage of the summarization feature within Help Desk:

  • SVC_ACCESS_HRHD_SUMMARIZATION_APIS - for HR Help Desk
  • SVC_ACCESS_ISR_SUMMARIZATION_APIS - for Internal Help Desk