2 AI Services Overview

Oracle Utilities AI Services are Artificial Intelligence (AI) services that utilize Oracle Cloud Infrastructure (OCI) AI features. This topic provides an overview of the services available through Oracle Utilities AI Services, including:

• Call Summarization

Call Summarization

Call Summarization is an industry-specific AI service that utilizes the OCI Generative AI service, tailored to summarizing utility contact center calls. This cloud service:

• Provides preamble and instructions for this specific kind of summarization task
• Accesses both utility industry and company-specific glossary to ensure the summary has the right context
• Provides options for configuration: summary output format
• Provides input and output guardrails to mask PII and filter out toxicity
• Provides ability to tag the call with relevant, pre-defined topics to categorize the call for downstream analytics

This service is accessed via a REST API. Configuration settings for this service can be maintained and updated via a REST API.