Include the Generative AI summary of a Knowledge Article when sharing with the employee

When an agent shares a knowledge article with an employee, the Help Desk can autogenerate a summary of an article that is classified for Everyone and include contextual information derived from the article when the knowledge is shared.

Sharing a Knowledge Article Summary

Sharing a Knowledge Article Summary

When this was first released, AI features were being offered under an early adopter program. However, the Service Generative AI Promotion Code is no longer needed.

This feature is intended to save agents time since they no longer have to add an introductory paragraph outlining the answer to the customer. Also, it is friendlier and more direct to give the answer in text in the response to the employee rather than having them click on a knowledge link in order to read the article. So, this saves time for the employee receiving the response as well.

Steps to enable and configure

This will only work with Knowledge in Redwood. It will not work with Classic Knowledge, so you must enable Fusion Knowledge with the Redwood User Experience as a first step. Instructions can be found at Oracle Video Hub: Enabling Fusion Knowledge in the Redwood Experience.

Configure the Feature Opt In for Summarization using AI

  1. Navigation to My Enterprise -> Offerings.
  2. Click on Help Desk.
  3. Click the Opt in Features button.
  4. Click on the Help Desk Adaptive Intelligence line and confirm that it is Enabled. 
  5. Now click the pencil icon to edit the features.
  6. Check the Enable box to Use Generative AI features in Help Desk.  
  7. Now, click on the Setup Icon to return to the Help Desk Setup page.

Enable Profile Options

  1. Under Setup and Maintenance for Help Desk, click on the Tasks icon.
  2. Click on the Search link.
  3. Search for and click on the link for Manage Administrator Profile Values.
  4. For each of the items shown in the table below,
    1. Enter the Profile Option Code and Search.
    2. Change the Value to the required value shown in the table.
    3. Save.

    4. Profile Options

      Profile Option Code Required Value
      ORA_CSO_GEN_Q_ANSWERING Medium***
      ORA_CSO_GEN_FROM_SR Small***
      ORA_CSO_GEN_SR_FROM_ARTICLE Medium***
      ORA_HD_ENABLE_GENAI_KM_SUMMARY_ON_SHARE Yes
      *** This is the size of the generated response. Recommended values are given here. 
  5. Save and Close.

These changes will take effect on next sign in.

Tips and considerations

With Knowledge AI enabled, a summary is only generated if the content of the article is relevant to the response, and meets the sizing criteria. For instance, if you have a very short knowledge article on Time off (for instance, saying only, "Full time employees accrue PTO at a rate of one day per month.") but the profile option ORA_CSO_GEN_Q_ANSWERING is set to Large, a summary will never be generated, because it is not possible to summarize the answer any further and have the resulting summary be large. Similarly, if an employee asks what paid holidays there are for the coming year, and there is no knowledge answer specifically addressing the question, no summary is given.  

This feature will only work with Knowledge in Redwood. It will not work with Classic Knowledge.

IMPORTANT:

Knowledge Summary only works for those knowledge articles that are classified as applicable to "Everyone" - which means that most internal knowledge articles can not be summarized. However, this can be useful for Internal Help Desk requests that may have troubleshooting instructions that would be applicable to all employees and customers. 

Key resources

After the release is available, a video showing how to configure your environment and a demonstration of the functionality will be found on Oracle Video Hub: Fusion Help Desk.

Access requirements

To use AI generated text, users must have the privilege:

ORA_SVC_GEN_AI_USER

In addition, a specific privilege is required to take advantage of the summarization features within Help Desk:

  • SVC_ACCESS_HRHD_SUMMARIZATION_APIS - for HR Help Desk
  • SVC_ACCESS_ISR_SUMMARIZATION_APIS - for Internal Help Desk