CX Service Action Chain: Sentiment Analysis

You can now integrate Sentiment Analysis into your Oracle Fusion Service workflows by leveraging the new AI Assist - Sentiment Action, available via Oracle Visual Builder Studio extensibility. The AI Assist - Sentiment Action provides a conversation score, indicating whether a customer service rep's interactions are positive, neutral, or negative. This insight helps assess service quality, compliance, and customer satisfaction. The AI Assist - Sentiment Action seamlessly works with default fields, custom fields, or complete conversation threads.

By automating sentiment analysis in agent-customer dialogues, organizations gain actionable insights to improve service quality, monitor compliance, and boost overall customer satisfaction—directly within their Oracle Fusion Service processes.

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.

CX Service: AI Assist - Sentiment

The steps below assumes you are extending the Service Request Details Page:

  • Navigate to Service Center > Fragments and open the cx-svc-sr-details fragment.
  • Based on your use case and logic, open the relevant action chain.
  • From the Action Palette, search for AI Assist – Sentiment under CX Service Actions.
  • Add it to your flow and fill in the required parameters
    • Field Name: Accepts an array of fields, for example: SR.Title, SR.ProblemDescription, or a custom field.
    • Conversation: Expects a string. You can pass a custom message, such as a draft email.
    • Object Context: {{ $base.variables.uefContext }}

Tips And Considerations

Example Use Case: Automatically Flagging Negative Sentiment in Service Requests

An organization wants to improve how quickly they respond to frustrated customers. Using AI Assist – Sentiment Analysis in Oracle Visual Builder Studio, the implementor builds an extension on the Service Request (SR) Details page.

Flow:

  1. When an SR is created or updated, the extension passes the Title and Problem Description fields to AI Assist – Sentiment.
  2. The sentiment score is returned (positive, neutral, or negative).
  3. If the sentiment is negative, the system automatically:
    • Flags the SR with a “High Priority” status.
    • Sends an alert to the service manager.
    • Optionally adds a note suggesting the agent follow up promptly.

Business Value:

This simple use case ensures that critical, negatively worded issues are identified and escalated quickly, helping service teams respond faster and improve customer satisfaction.

Key Resources

Access Requirements

  • Oracle Visual Builder Studio for Fusion Application Extension