AI Assist and AI Overview UI Extensibility

The CX AI Assist Actions feature in Oracle Visual Builder Studio enables system implementors to seamlessly integrate and extend existing CX AI embedded services within Oracle Fusion Service. Specifically, it allows for the reuse of powerful AI services, including AI Assist for SR Problem Description, Solution, and Overview, to dynamically display insights in customized layouts or components tailored to your unique business needs.

  • This feature leverages existing AI capabilities, such as AI Assist for SR Problem Description, Solution, and Overview, to create tailored solutions without building AI models from scratch. 
  • Simplifies the extension process, enabling system implementors to focus on delivering value through innovative layouts and efficient processes.
  • Enables businesses to present actionable, AI-driven insights, such as problem descriptions and recommended solutions, in formats that resonate with their end-users, enhancing engagement and operational efficiency.

Steps to Enable

Leverage the Visual Builder Studio to expose your applications. To learn more about extending your application using Visual Builder, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

  • Create an Action Chain Using Oracle Visual Builder Studio to extend Fusion Service Center
  • From the Action Pallet, search for CX Service to find all CX Service Action related

CX Action

  • We have three AI features currently available in the CX-Service Actions, which are labelled as below,

    • AI Assist - SR Problem Description:

      This CX Action will make a request to the SR Problem Description AI Assist. The text generated is limited based on the standard field limitation.

    • AI Assist - SR Solution:

      This CX Action will make a request to the SR Solution AI Assist. The text generated is limited based on the standard field limitation.

    • AI Assist - SR Overview:

      This CX Action will make a request to the SR Overview.

All the above 3 actions accepts two parameters as given in the below screenshots,

  1. uefContext which is a mandatory one for any UEF global function and is readily available in all UEF supported pages and fragments
  2. fieldName which is an optional parameter of type string which accepts fieldName, if user wants to update a field also based on the response from GenAI API.

Note: Users can pass both out-of-the-box fields or custom field's name here.

CX AI Action Parameters

Expression Editor

Example

The response of the global function will have response and status attributes, and if the action fails the status attribute in response will be 'Failed', else it will be 'Success'.

Tips And Considerations

Examples of use case to get you inspired.

Use Case 1: A system implementor for a company needs to provide customer service agents with a streamlined overview of service requests (SRs) tailored to their pages and flow.

Solution: Using the AI Assist for SR Overview, the implementor integrates a custom panel within the agent’s custom page. The panel dynamically displays a summarized overview of the SR, including key details like problem context, priority level, and suggested next steps.

Use Case 2: A system implementor for a company needs to provide customer service agents with a streamlined overview of service requests (SRs) to be used while composing an e-mail.

Solution: Using the AI Assist for SR Overview, Problem Description and Solution, the implementor integrates creates a custom button that allows agents to insert the AI result into the e-mail composer, so the agent can adjust the e-mail text before updating the customer.

Key Resources

Oracle Videohub - Fusion Service Extensibility Channel

Access Requirements

  • Access to Oracle Visual Builder Studio
  • Generative AI Features should be enabled for Fusion Service