Generate Wrap-up Notes at the Conclusion of a Call or Chat

During wrap-up of a chat or voice call, the wrap-up dialog can automatically be generated with a summary of the conversation, if the configuration is set to do so. The human agent can edit the draft before saving, if desired.

Chat Wrap-up using AI

Chat Wrap-up using AI

AI features are being offered under an early adopter program. If you are interested in enabling this feature and do not yet have a Service Generative AI Promotion Code which allows you to use AI within Help Desk, please open a Service Request with Technical Support to request one.

This makes it easier for the agent to quickly add notes to the wrap-up summary, and also helps to make the notes accurate, since the notes may be more detailed than what an agent might manually enter.

Steps to Enable

Confirm that you have the Service Generative AI Promotion Code enabled and that agents have the appropriate privileges to use this feature.

In addition, you will need to Enable the Profile Option, following the instructions below:

  1. Go to Setup and Maintenance.
  2. Click on the Tasks icon.
  3. Click the Search link.
  4. Search for and click on the link for Manage Administrator Profile Values.
  5. Enter ORA_HD_ENABLE_WRAPUP_SUMMARIZATION in the Profile Option Code and Search.
  6. Change the Value to On to allow Resolution Notes to be generated with AI. (Set to Off to disallow this.)
  7. Save and Close.

These changes will take effect on next sign in.

Tips And Considerations

Note that generated summaries can only be done for a phone call only if the AI generator is provided with the call transcript.

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