Creation of a Service Request or other business object from an ongoing chat or call
This release introduces a new feature that allows agents, while in an active call or chat, to create a Service Request (SR) with pre-populated fields. After creation, the SR should be linked to the interaction, ensuring the SR activity stream lists the interaction.
Here is the flow of a Service Request creation from a chat or call:
- Let's assume the agent has accepted a chat or call that does not yet have an SR
- The agent begins handling the phone conversation or the chat conversation
- The agent can then use the smart action ‘Create Service request’
- Once the agent selects the ‘Create service request’ from smart actions, an SR drawer will open with following pre- filled values. Note that this will depend on the information available:
- Title -> This will be the interaction description
- Category -> If available, this will be passed from the pre-launch form
- Product -> If available, this will be passed from pre-launch form
- Problem description -> This can be entered manually or a generated summary at the time of when the SR is created
- Source -> This will be populated with either Chat or Telephone, depending on the channel type
- The Agent then will be able to click on create, which creates the SR
- The SR is then linked to the interaction for which it was created
- When wrapping up the chat after the SR is linked, the agent may see recommendation actions and see the interaction in the SR Activity stream
A service representative will be able to quickly and efficiently create a service request that is pre-populated based on the data included in the call or chat.
Steps to Enable
You don't need to do anything to enable this feature.
Tips And Considerations
- Providing more information in the pre-launch form will assist with the details populated in the service request on creation.
- For this capability UI Extensible Framework and Service Adaptive Intelligence should be available.
- To ensure that the chat/call summary is generated and inserted into the service request summary you must provision your agents with the
Key Resources
See the Chat With a Customer section of the Using Service Center in the Redwood User Experience guide
Also, see Implement Web Chat section in the Overview of Web Chat for Service guide.
Access Requirements
An Administrator will need the appropriate privileges to:
- Agents must be provisioned with the Chat Agent role.
- The Service Adaptive Intelligence offering must be enabled and the Use Generative AI features in the Service feature must also be enabled.
- Provision the Chat Agent and AI summary roles agents
- To use the Service Request summarization, each user needs to be granted the SVC_ACCESS_SR_SUMMARIZATION_APIS_PRIV using Security Console. This privilege is included in the ORA_SVC_GEN_AI_USER Duty Role.
- To use the Service Request summarization, each user needs to be granted the SVC_ACCESS_SR_SUMMARIZATION_APIS_PRIV using Security Console. This privilege is included in the ORA_SVC_GEN_AI_USER Duty Role.