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

  • This feature is 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, please open a Service Request with Oracle Support to request one.

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.