AI Summary of Customer Activity History

You can generate a concise, AI-created recap of prior customer activities and interactions directly from the customer record, with control over how much data is included by configuring a look back period. The summary focuses on the most relevant content within the specified period rather than compiling a full history, helping keep results clear, actionable, and easy to scan. This makes it faster to find key context when investigating issues, supporting service needs, or searching for recent customer actions without scrolling through older, less relevant records.

This helps you speed up customer service and operational decisions by surfacing a clear, consistent view of previous activity without manually reviewing multiple records.

Steps to enable and configure

This feature relies on generative AI models that must be deployed as part of your cloud service implementation. Please submit a Service Request to request these AI models be enabled in your environment and contact your Oracle Customer Success Manager if you wish to use Customer Activity History Summarization.

Access to this feature requires adding the Activity History Configuration master configuration.

Refer to Enabling and Configuring the Customer Activity History Summarization Feature in the Business User Guide for more information.