Generate Knowledge from Human-Resolved Service Requests
This feature provides a ready-to-use AI Agent that analyzes human-resolved service requests, identifies knowledge gaps, and generates knowledge articles to improve the knowledge base.
The SR Knowledge Augmentation Assistant agent extracts reusable problem and solution information from resolved service requests, evaluates existing knowledge coverage, and generates knowledge articles when knowledge gaps are identified.
By continuously transforming resolved service requests into reusable knowledge, organizations can improve self-service success rates, increase automation, and reduce reliance on human experts to resolve recurring issues.
Steps to enable and configure
To use this feature:
- Navigate to AI Agent Studio > Agent Teams.
- Open SR Knowledge Augmentation Assistant.
- Select Configuration.
- Modify the desired configuration properties (see table below).
- Save your changes.
The feature can then be used within custom workflows.
Note this feature is also used within Fusion Service by the Service Request Post-Resolution Assistant. Use of the Service Request Post-Resolution Assistant will automatically trigger this feature.
Tips and considerations
The following options can be configured:
| Configuration Property | Default Value | Description |
|---|---|---|
| allowContentTypeRefKeys | ["SOLUTION", "FAQ"] | Determines which knowledge content types are searched when evaluating existing knowledge coverage. |
| generatorContentTypeRefKey | "SOLUTION" | Determines the knowledge content type used when generating new knowledge articles. |
| allowArticleAutoPublish | false | Controls whether generated knowledge articles are automatically published or created as drafts for review. |
| allowArticleUpdate | false |
Controls whether existing knowledge articles can be updated when partial coverage is identified. NOTE: This option is disabled by default. Oracle recommends trialling this option on test data to review results for your organization before enabling for production use. |
| allowStripeCd | "ORA_SVC_CRM" | Restricts knowledge searches to a specific knowledge domain. |