Use AI Service Request Resolution Agent to Resolve Issues

Service Request Resolution Agent understands the incoming customer/employee question/issue and recommends an answer or solution using generative AI. Your service representative can review the suggested solution before sharing it with your customer.

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.

Suggested Action from AI Resolution Agent

Solution generated by Resolution Agent

The Resolution Agent feature is expected to provide a huge boost to your service organization's productivity, since your rep need not spend time looking for answers and solutions in the knowledge base. The solutions proposed are also "intelligent" in that they are based on reasoning and not mere efficient searching. Your service reps can quickly review the AI suggested solution before sharing the same with end customers. Not only is the quality of solutions improved, issues are solved faster, leading to reduced chances of service request re-opens and improved satisfaction of the customers you serve.

Steps to Enable

Use the Opt In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.

Offering: Service

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

Tips And Considerations

The recommended solution is displayed as an 'Action' for the service representative to take and depends on the Action Plan framework for this purpose.