Use Help Desk Gen AI Assistance for Employees

The My Help employee user interface now includes an option for Gen AI Assistance that gives employees the opportunity to have a conversational question and answer session with an AI Agent.

=AI Assitance

AI Assistance

At the end, if their question has not been answered, it can also open a help desk request on their behalf, with the information that has been provided thus far. The Gen AI Assistance is based on the registered specialized AI Agents, and it will also search knowledge for answers.

Create Request from AI Agent

Create Request from AI Agent

This allows employees to get immediate help even if live chat agents aren't available, and provides an easy way to open a help desk request without having to submit duplicate information.

Steps to Enable and Configure

There are a number of steps required to get your AI Agent working:

  1. Set up Permissions
  2. Customize the AI Agent
  3. Decide upon and register the Agents for the Team
  4. Configure the Profile Option to indicate the AI Agent team to be used

Set up Permissions

These instructions assume that you have a custom role set up based on Next Gen Human Resource Help Desk User that will be enhanced with the new role created below.

  1. Create a new Custom Role for your Employee AI User.
    1. Navigate to Tools -> Security Console.
    2. Under the Roles tab, click Create Role.
    3. Create a custom Role using the following recommended values:

      Recommended Values for Custom Role

      Field Recommended Value
      Role Name Help Desk Employee AI User 
      Role Code HELP_DESK_EMPLOYEE_AI_USER
      Role Category Common-Abstract Roles
      Enable Permission Groups Yes
      Description Allows Help Desk Employee Users to use AI Assistance for Employee Self Service.
    4. Click Next.
    5. Click Add Function Security Policy.
    6. Search for Access Intelligent Agent Chat.
    7. Select the option and click Add Privilege to Role.
    8. Click Cancel to return.
    9. Click Next, Next to get to the Data Security Policy page.
    10. Click on Create Data Security Policy using the values below.

      Recommended Values for Data Security Policy

      Field Recommended Value
      Policy Name Grant on AI Agent Workflow
      Data Resource AI Agent Workflow
      Policy Description Grants ability to use AI Agent Teams for Self-Service
      Data Set All values
      Actions
      • Manage AI Agent Workflow
      • View AI Agent Workflow
    11. Save the changes.
  2. Associate the Custom Role to your custom role for Help Desk Users (based on the default Next Gen Human Resource Help Desk User or Internal Help Desk User roles).
    1. Find and edit (or create) the custom role used for Employee users of Help Desk.
    2. Click Next until you've reached Role Hierarchy.
    3. Click Add Role.
    4. Search for HELP_DESK_EMPLOYEE_AI_USER (or whatever code you used in place of this value given in the table Recommended Values for Custom Role.
    5. Select this role and click on Add Role Membership.
    6. If your employees do not already have the Service Generative AI User role (ORA_SVC_GEN_AI_USER), search for this value, then select this role and click on Add Role Membership.
    7. Click Cancel.
    8. Click Next until you reach Users.
    9. If you have created a brand new custom role and would like to add the users who will be testing,
      1. Click Add User.
      2. Search for the username, and Add User to Role. If you are adding these new roles to an existing custom role, then you may skip this step. Click Cancel.
    10. Click Next.
    11. Click Submit and Close.
    12. Click OK.
    13. Click on the Administration Tab.
    14. Click on Role Status to see that your new Role has been updated and is Complete.
  3. Run the processes to update the Security Roles.
    1. Navigate to Tools -> Scheduled Processes.
    2. Run each of the Jobs listed below in sequential order, allowing the previous one to complete before continuing:
      1. Click Schedule New Process.
      2. Click the drop-down for the Name field and click Search...
      3. Search for and select the appropriate job to be run (in the order given).
        1. Import User and Role Application Security Data
        2. Send Pending LDAP Request
        3. Retrieve Latest LDAP Changes
      4. Click OK, OK.
      5. Click Submit.
      6. Copy the Process ID, and click OK.
      7. Monitor the progress.
        1. Expand the Search section.
        2. Enter the copied Process ID into the Process ID field and click Search.
          (You may also want to clear out the Submission Time values if nothing is returned.)
        3. Occasionally Refresh the process status until you see that it Succeeded (or failed).
          (This job can take a long time. If it fails, please open an SR with Tech Support.)
    3. Return to Step 2 to run the next job, until all have been completed successfully.

Customize the AI Agent

  1. Navigate to Tools -> AI Agent Studio.
  2. Use the search bar to find the Employee SelfService Assistant.
  3. Copy the AI Assistant.
    1. Click Copy Template on the Employee SelfService Assistant. 
    2. Enter HD (for Help Desk) for the Agent Team Suffix.
    3. Click Continue.
    4. Click Publish.
  4. Click on the Agent Teams tab at the bottom of the AI Agent Studio.
  5. Use the search bar to find the new copy of the AI Agent that you just created.
  6. Note the Agent Team Code for future reference. It is likely EMPLOYEE_SELFSERVICE_ASSISTANT_HD.
  7. Now click on the Pencil icon to edit the AI Agent.
  8. Click on the Agent Teams Settings wheel on the top left-hand side.
  9. In the pop-up, click the Security sub-tab.
  10. Click Add.
  11. For the Role, select your custom Help Desk User role.
  12. Click Apply.
  13. Click Update.
  14. Publish the AI Agent.

Decide upon and register the Agents for the Team

Note: You can generally find employee-facing AI Agents by 

  1. Navigate to Configuration -> Visual Builder.
  2. Under App UIs, navigate to Customer Experience (CX) -> Help Desk -> helpdesk -> employee.
  3. Under the Variables tab, select the Constant ESSRoutingAgentCodes.
  4. Click on the Function Editor.
  5. In the Expression Editor, enter the AI Agent codes that should be considered during an AI Employee SelfService Agent chat. 
    • NOTE: Each code must be separated by commas and have single quotes. For example:
      'ORA_BENEFITS_ANALYST','ORA_PAY_ANALYST'
    • IMPORTANT: Agents defined in the VBS constant MUST have proper description, since that description is used by the Employee Self Service Assistant to pick the appropriate agent(s) to resolve the user query.
  6. Click Save.
  7. Publish your changes.
    Note: You will be unable to test this until the next step is completed.

Configure the Profile Option to indicate the AI Agent team to be used

  1. Go to Setup and Maintenance.
  2. Click on the Tasks icon.
  3. Click Search.
  4. Search for Manage Administrator Profile Values.
  5. Click the resulting link.
  6. Enter the Profile Option Code ORA_SVC_HELP_DESK_SUPERVISOR_AGENT_TEAM_CODE.
  7. Enter the Site Profile Value to be the Agent Team Code that you created in the setup section Customize the AI Agent. This is likely EMPLOYEE_SELFSERVICE_ASSISTANT_HD.
  8. Click Save and Close.
  9. Click Done.

Once you log out and back in, you should be able to test your changes.

Tips And Considerations

For this Agent to be most useful, you will need to:

  • Have knowledge articles available to address most commonly asked questions / policies.
  • Upload Similar SRs, Products, and Categories to RAG.
  • Register the AI agents that are generally most helpful.

This agent does not take into consideration any intents you may have in Oracle Digital Assistant (ODA), but the OOTB ODA intents are supported by this AI Agent:

  • Search Knowledge
  • Create a Request
  • Update a Request 

Key Resources

After this feature is generally available, a video showing how to configure your environment and a demonstration of the functionality will be found on Oracle Video Hub: Fusion Help Desk.

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

All Help Desk Users must be using a custom role that includes the Service Gen AI User and Help Desk Employee AI User roles, as defined in the setup steps.