UI enhancements to 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 phone call panel shows a waveform animation in the communications panel when either the agent or the contact is talking.
• Additionally, if the telephony partner has configured messaging services, agents have the ability to share the knowledge article via text when the phone call is from a known contact. When an agent shares a knowledge article with the customer via a text message, a confirmation message is displayed when the text message is sent.

Call snippets can 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).

Tips And Considerations

• This feature is part of a Generative AI adoption program and is enabled on your environment through a Promotion Code. If you are interested in implementing this feature please contact Oracle Support and submit a Service 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.