Agent Browser UI: ASK Agent and AI Studios

ASK Agent is a next-gen AI-powered assistant that helps agents resolve customer questions by providing answers, suggestions, and know-how based on its trained content. The ASK Agent panel is accessible on the right side of the client, near the Standard Text. The ASK Agent will be available once it is set up in the BUI Administration page. Once configured, the agent can open the panel and the agent will be provided a compose control to ask the ASK Agent questions. 

ASK Agent Panel

ASK Agent Panel

After the agent adds and sends a question in the ASK Agent compose control, the ASK Agent will respond based on the content its trained on. 
If there is an Incident open, the agent can add the answer from ASK Agent directly to an incident thread or copy to manually paste. Additional customizations are supported such as adding the thumbs up and thumbs down for agent feedback.

To set up a Generative AI connection, the administrator will access AI Studios in B2C Service Agent Browser UI Administration Page. Please see Steps to Enable.

Business Value:

Artificial Intelligence provides agents a better experience

Steps to Enable

  1. Establish a connection between the Oracle B2C Service instance and the Oracle Generative AI Agent through 'External Objects & Integrations'.
  • In the Oracle B2C Service, navigate to Administration > External Objects and Integrations.
  • The administrator must create a new connection by specifying the 'Base URL' to point to the Generative AI Agent’s URL and provide the necessary authentication details. 
  1. Setup a connection, such as Oracle Generative AI Agent for a B2C feature ASK Agent by using the connection created in the previous step.
  • Navigate to Administrator > AI Studios > ASK Agent Studio.
  • In the left panel of the ASK Agent Studio editor, configure the following:

B2C AI Studios

ASK Agent Studio

Configuration Panel – Left Side of ASK Agent Studio

Configuration Panel – Left Side of ASK Agent Studio

Name: A descriptive name for the ASK Agent connection
Provider: Select the AI service provider. Options include: OCI Gen AI Agent, OCI Gen AI Chat, Azure Open AI, or Other
Remember Previous: Enables session-based interaction. Only available when using OCI-based providers
Conversation Connection: Select the integration created in Step 2
Chat Connection: Enter the relative path to the chat endpoint
Create Session Connection: Enter the session creation endpoint
Delete Session Connection: Enter the session deletion endpoint
Maximum Character Limit: Defines the max allowed character count for user questions
Created: This auto-populated field displays the time when the ASK Agent connection was created
Created By: This auto-populated field displays the time when the ASK Agent connection was created
Updated: This auto-populated field displays the time when the ASK Agent connection was created
Updated By: This auto-populated field displays the time when the ASK Agent connection was created
Notes: Enter any relevant notes for the ASK Agent connection here

Configuration Panel - Right Side of ASK Agent Studio

Configuration Panel – Right Side of ASK Agent Studio

Request Tab

Configure the request payload used to communicate with the AI service.
Two modes are available:

  1. Code View: Direct input of the JSON request template from the AI service’s API documentation
  2. Visual View: Parameter-to-variable mappings

For OCI Gen AI Agent, OCI Gen AI Chat, and Azure Open AI, default request templates are pre-populated but can be modified.

Example Customizations:
"message": "Reply in HTML format - ${question}"
"preambleOverride": "Only respond to questions related to insurance. Do not provide recommendations or answer unrelated questions."

These allow fine-tuning to restrict or format the AI responses.

For "bring your own", select other and configure the expected response structure and variable mappings from other Generative AI services. 

Additional Configuration: 

Settings

Description

View Citations

Toggle to display citation links in the ASK Agent panel

Title

UI panel label for ASK Agent (e.g., ASK Me Anything). It is ASK Agent by default.

Disclaimer

Custom disclaimer message for AI usage (e.g., This is an AI Service, which could make mistakes. Read and analyze its responses before using it in any customer communications.)

Profile Access Configuration

  • Select which agent profiles are granted access to the configured ASK Agent.
  • Note: A single profile cannot have more than one ASK Agent configuration per interface.

Extensibility Options

The following extensibility hooks allow advanced customization through extensions uploaded via Navigation > Extension Manager.

Action

Description

Enrich Question Extensibility Action

Modify the question before sending it to the AI service

Enrich Answer Extensibility Action

Modify the AI response before displaying it to the agent

Logging Extensibility Action

Track usage by logging interactions in a custom object or table

Example Usage:

  • Create a custom object to log ASK Agent interactions.
  • Use custom reports for analytics and auditing.

Access Requirements

  • Access to Oracle B2C Service with administrative permissions 
  • External Objects
  • A trained Generative AI such as OCI Generative AI Agent