Browser UI: Agent Insight Suggestions powered by Oracle Digital Assistant

Agents can now utilize content suggested by Oracle Digital Assistant within their outbound messages to customers.

When configured, agents receive suggested responses powered by Oracle Digital Assistant and will display on the Insight Panel. The suggestion can then be added to a thread within an incident. The suggestions can be accepted or declined by the agent; if accepted, the agent can select which thread type to add the incident.

Realtime Suggestion on Insight Card

Business Value:

Artificial Intelligence improves efficiency by helping agents get operational tasks done faster using the Insights Panel.

Steps to Enable

1. Ensure that the Oracle Digital Assistant service is included in your Service Cloud agreement
2. Identify or create a skill within Oracle Digital Assistant for "Agent Suggestions"

Once the first two steps are completed, Oracle Digital Assistant can now be configured with Agent Insights through the Agent Browser UI Administration page. 

• By default, this page is found in the Navigation Set > Site Configuration > Administration
• Select the Workspace Configuration Admin Card

Workspace Configuration Admin Card

• Select the Agent Insights child Admin Card

Agent Insight sub admin card

• From the Agent Insight page, to create a new connection, select Add New and a new connection page will open

Agent Insight Configuration Page

• Answer 12850 Configuring ODA with Agent Insights
• Answer 12851 What is Agent Insights
• Answer 12852 Configure Agent Insights

Tips And Considerations

System Requirements:

1. Oracle Digital Assistant is enabled for your site
2. External Objects is enabled for your site
3. This feature does not require a CX update