Use AI to Summarize and Resolve Cases Easily

Case workers can summarize complex, long-running Cases using AI-assisted summarization, on both the Case Details page and within the 'Resolve Case' panel.

Example of AI Summarization in the Case Details Page

Example of AI Summarization in the Case Details Page

AI-assisted summarization allows Case Workers to quickly catch up on complex, long-running Cases and also ensures these same Cases are closed effectively with an AI-assisted resolution summary.

Steps to enable and configure

  • This feature was being offered under an early adopter program. However, a Service Generative AI Promotion Code is no longer required.

Tips and considerations

  • This AI feature is available to users logged in using a supported language (as specified in PO ORA_SVC_GEN_AI_LANGUAGES).

Access requirements

  • This feature requires the privilege SVC_ACCESS_SR_SUMMARIZATION_APIS_PRIV.  This privilege is not part of any Case-related duty role by default.
  • Caseworkers also require the ORA_DR_SVC_GEN_AI_AGENT_CASE_SUMMARIZATION role, which is included in the out-of-the-box Case Worker roles. However, if custom roles are being used, this may need to be added.