Auto-Compose Email to share AI-generated Resolution

Service Request AI Resolution Agent understands the incoming customer/employee question/issue and recommends an answer or solution using generative AI. Your service representative can review the suggested solution before sharing it with your customer.

Your manual agent can now review the AI recommended resolution plan in the Compose Email panel, make any changes and hit 'Send' to share it with the customer.

AI Resolution Agent recommendation populated in Compose Email panel

Fewer clicks and page navigations makes the 'human-in-the-loop' agent more efficient in reviewing and resolving the SR.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

The parent Service AI Resolution Agent 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.

Key Resources

Link to parent feature, released in 24D: https://docs.oracle.com/en/cloud/saas/readiness/service/24d/bsvc24d/24D-b2b-service-wn-f35613.htm

Access Requirements

No new access requirements needed over and above the ones needed for parent feature.