Use AI Agent for Summarization

AI Summaries are now be generated by an agentic AI Summary Agent rather than generative AI. There are two provided, one for each of the two flavors of Help Desk:

  • HR Help Desk Request Summarization Assistant
  • Internal Service Request Summarization Assistant

For those environments that already have AI Summarization enabled, this should not introduce any change.

However, using an Agentic AI Agent allows the AI agent can be customized, to give more flexibility for implementers.

The Summarization Assistants are used within Help Desk to do the following:

  • Summarize request (smart action) - generates a Help Desk Request summary on demand. This allows human agents and managers to quickly understand the issue and its status during reviews and hand-offs, without having to read all of the message threads.

  • Start conversation with details (smart action) - generates a Help Desk Request summary on demand when a human agent checks the box to include the generated summary. The summary takes existing information from the Help Desk Request and applies AI to provide an overview of the issue, progress made, customer response, and planned next steps. Using this functionality, the conversation recipient can understand the issue and its status without having to manually compose an overview.

  • Generate Resolution Notes -  generates notes summarizing the actions taken and how the request was resolved when the help desk request is resolved.

Steps to enable and configure

The instructions differ depending upon whether you've already set up generative AI for summarization previously or not.

Already Using AI Summarization

If you have already configured AI summarization in the past, you need to do nothing.

Configuring AI Summarization for the First Time

If you are not currently using generative AI for summarization you will need to take the following steps:

Enable Adaptive Intelligence

  1. Navigate to Setup and Maintenance.
  2. For Setup, choose Help Desk.
  3. Click the link for Change Feature Opt In.
  4. Click the Enable link for the line Help Desk Adaptive Intelligence.
  5. Click on the pencil icon to edit.
  6. Check the Enable box on the line for Use Generative AI features in Help Desk.

Add the desired privilege to custom Agent role

  1. From the Navigator, go to Tools -> Security Console.
  2. Click on Roles on the left-hand side.
  3. Select Job Roles from the drop-down.
  4. Enter the role that is currently being used for human agents.
  5. Choose the action to take by selecting the dropdown for the selected role.
    1. If you are already using a Custom Role, choose Edit Role.
    2. For pre-defined roles, choose Copy Role.
  6. Click Add Function Security Policy.
  7. Search for the appropriate role to add: ORA_SVC_GEN_AI_USER 
  8. Select the Role to Add.
  9. Click Cancel to go back after adding the role.
  10. Click Next until you reach the end. (Feel free to add the preliminary users to the new role when you reach the Users step.) 
  11. When you reach the final step, click Submit and Close.

Complete these steps for each role that you'd like to have access to the Summarization functionality. You will need to log out and log back in for the new privileges to take effect.

Enable the Smart Action

  1. Create or enter a Sandbox that has Application Composer as a chosen tool by going to Navigator -> Tools -> Sandboxes.
  2. From the Tools drop-down choose Application Composer.
  3. Click on the Smart Actions link.
  4. Type "Summarize" and Enter to search.
  5. Change the value for Enabled to Yes for the appropriate "Summarize Request" Smart Action for either HR Help Desk Request or Internal Service Request.
  6. Close the Tab and return focus to the Application Composer.
  7. Under the Sandbox Mode drop-down, choose Preview as if Published.
  8. Click Yes to continue to enter the preview mode.
  9. Navigate to Help Desk -> Help Desk Requests.
  10. Clink on a link to an existing Help Desk Request.
  11. Type 'Summarize Request' in the action bar to make certain the option is shown in the list.
  12. Return to Edit Mode in Application Composer.
  13. Publish the Sandbox.

Key resources

The original instructions for setting up summarization features are found below:

Access requirements

To use AI generated text, users must have the privilege:

ORA_SVC_GEN_AI_USER

In addition, a specific privilege is required to take advantage of the summarization feature within Help Desk:

  • SVC_ACCESS_HRHD_SUMMARIZATION_APIS - for HR Help Desk
  • SVC_ACCESS_ISR_SUMMARIZATION_APIS - for Internal Help Desk