Assist agent phone communications with call suggestions

With Generative AI enabled for the Redwood Service Center, telephony partners can enable call snippets. If call snippet and voice to text transcription are enabled, the suggestions will be generated based on the live transcript captured during the call. The snippet suggestion panel displays three suggestions at a time. The suggestion list contains recommended knowledge articles, some descriptive text, and a source document link or the knowledge article link. Agents have the ability to share the knowledge article via an email when the phone call is in the context of an SR. Additionally, if the telephony partner has configured messaging services, agents will have the ability to share the knowledge article via text when the phone call is from a known contact.

Call snippets increase agent productivity, help to reduce average call handle time and improve process efficiency by providing suggestions to agents while they are on a call with the customer.

Steps to Enable

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

To enable this feature you need to log a Service Request (SR) with My Oracle Support

Tips And Considerations

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 is available only in the Redwood User Experience. It is applicable only for Service Center in this release; it is not applicable for Help Desk, Sales, or CX for Utilities in this release.

The transcript text of the phone conversation must be passed to the Fusion Service application from the partner voice system using the Multichannel architecture (MCA)  APIs. The Fusion Service application is not natively transcribing voice to text.