Manage Complex and Long-Running Cases with the Case Analyzer AI Agent

The Case Analyzer, available to Case Workers at any time during a Case's lifecycle, is a Case-specific AI Agent that can simplify the management of complex, long-running Cases at every stage of a Case's lifecycle, from intake through resolution.  The Case Analyzer includes a wide range of reporting and analytic behaviors such as a complete timeline of all Case events and actions, suggestions for next-best actions, and assessments of a Case's escalation likelihood and resolution readiness.

Screenshot of Case Analyzer interaction panel

Screenshot of Case Analyzer interaction panel

Providing AI guidance simplifies the management of complex Cases and ensures Case Workers are using the most accurate view of a Case and applying the best practices for that Case. 

Steps to Enable

The Case Analyzer is seeded in AI Agent Studio.  To enable the Case Analyzer, you must:

  1. In AI Agent Studio: Clone the seeded Case Analyzer Agent, remember/copy the 'Team Code' of the clone;
  2. In Setup & Maintenance (under 'Manage Case Profile Values'): Assign the 'Team Code' of the cloned Agent Agent to the Profile Option 'ORA_SVC_CASE_DEFAULT_AGENT';
  3. In Application Composer: Enable the 'Start Case Analyzer' SmartAction (this will require creating and publishing a Sandbox).

Tips And Considerations

In all analysis and responses, the Case Analyzer Agent includes these parts of a Case:

  1. All core Case fields (Title, Description, Category, Type, etc.)
  2. Notes
  3. Conversations
  4. Actions & Plans
  5. Documents (metadata only)
  6. Tasks
  7. Appointments
  8. Relationships
  9. Contacts
  10. Team Members

The Case Analyzer Agent includes three helpful prompts for the user to begin their interaction but the Case Analyzer is prepared to answer most prompts.  Examples of adhoc prompts include:

  1. 'Summarize the main points from the latest conversations and notes of this case.'
  2. 'Are there any sensitive, legal or confidential issues mentioned anywhere in the case?'
  3. 'Has the applicant or client expressed intent to close the case in recent messages?'
  4. 'Identify any potential risks or bottlenecks in this case.'
  5. 'Does this case meet the requirements for escalation to [department/agency]?'
  6. 'When should a case like this be escalated and to whom?'

Key Resources

To learn more about AI Agent Studio, consider these resources:

  1. 'Oracle AI for Fusion Applications' (documentation)
  2. 'Introduction to AI Agents in Oracle Cloud HCM and SCM' (recorded presentation, account required)
  3. 'Oracle AI Agent Studio for Fusion Applications Foundations Associate' (training and certification, account required)

Access Requirements

The Case Analyzer Agent uses the roles, privileges and access grants of the user it is interacting with.  The Case Analyzer is only as privileged as the Case Worker!