Chat in Browser UI: Agent Suggestions powered by Third-Party Services

In 24B, we released the feature "Agent Suggestions powered by Oracle Digital Assistant". When configured, Agents receive suggested responses within the Engagement Panel during the live chat session. The suggestions can be accepted or declined by the agent; if accepted, the content can be modified by the agent before its sent to the customer. In the 24B release, the suggestions were provided to the agent by Oracle Digital Assistant.

For 25A, we have updated the configuration options of this feature, so the suggestions can be provided by a third-party service. Common third-party services supported include Oracle Digital Assistant, OCI Generative AI Agent & Azure Open AI, among others.

25A Chat Agent Suggestions with Generative AI configured

Business Value:

Chat Agents are more efficient through the use of artificial intelligence.

Steps to Enable

Configure the feature within the Administration Configuration menu by following the steps in this helpful answer "Requirements to configure Agent Suggestions for Chat in the Browser User Interface" or by searching for Answer ID 12841 @ cx.rightnow.com

Tips And Considerations

System Requirements:

External Objects is enabled for your site
Engagement Panel v17+ is in place (EPv17 is in place for most sites today)
This feature does not require a CX update
This update is available starting February 21, 2025

Access Requirements

Chat Administrator
Chat Agent