Use AI Help Desk Request Resolution Agent to Resolve Issues

NOTE: Generative AI has been replaced by Agentic AI Agents for summarization. Refer to Use AI Agent for Summarization.  

Help Desk Request Resolution Agent understands the incoming employee question/issue and recommends an answer or solution using generative AI. Your help desk agent can review the suggested solution before sharing it with the employee.

The Help Desk Resolution Agent feature is expected to provide a huge boost to your productivity, since your manual help desk agent 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 help desk personnel can quickly review the AI suggested solution before sharing the same with employees. Not only is the quality of solutions improved, issues are solved faster, leading to reduced chances of help desk request re-opens and improved satisfaction of the employee organizations you serve.

Steps to enable and configure

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

Offering: Help Desk

This feature was made available through the AI promotion code on a limited availability basis. However, a promotion code is no longer needed.

Tips and considerations

The recommended solution is displayed as an 'Action' for the help desk agent to take.

Key resources

Refer to How do I set up a workflow to manage service requests using AI Agents? for help on configuring the Resolution Agent.

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