Triage AI Agent to Classify Help Desk Requests

Triage AI Agent combines enterprise data, including Knowledge Articles and similar Help Desk requests, to auto-classify an incoming request, and auto-detect missing information request.

Capabilities include

• Classify Request to its right category
• Identify and request for missing information
• Detect Request severity and employee sentiment 
• Suggest initial troubleshooting steps

• Accurate issue definition to promote successful resolution
• Avoids manual classification, preventing longer resolution cycle times
• Faster disposition of Requests for quicker resolutions

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

You need to be on the Redwood UI to use this feature. In order for the Triage Agent to use Knowledge Articles as a reference source, you need to be on Redwood UI for Knowledge Management too.

Your pod should be running the necessary Spectra services.

Triage Agent is available only for English language implementations at this point. Multi-lingual support will be provided in a future release.

Key Resources

After this feature is generally available, a set up document and/or video will be made available.

Access Requirements

To use any Service Center or Help Desk generative AI feature, users must have the following Duty role:

ORA_SVC_GEN_AI_USER

The above Duty role inherits the following privileges (as applicable) that authorize use of this feature:

SVC_ACCESS_SR_AUTOMATION_AGENT_APIS_PRIV

SVC_ACCESS_HRHD_AUTOMATION_AGENT_APIS_PRIV

SVC_ACCESS_ISR_AUTOMATION_AGENT_APIS_PRIV