Set Up Fusion AI Call Features

If you are implementing any of the following Oracle Fusion features, you should review these instructions so you are familiar with the implementation process:

• AI Generated Wrap-Up Notes
  • See Generate Wrap-Up Notes on Oracle Help Center for an explanation of the feature and enablement details.
• AI Generated Knowledge Article Suggestions
  • See Assist Agent Phone Communications on Oracle Help Center for an explanation of the feature and enablement details.

Note:

These features are part of an early adopter program and are made available through a Promotion Code. If you are interested in implementing these features please contact Oracle Support and submit a request. Be aware that these features require a third-party Computer Telephony Integration (CTI) software, and your implementation could vary based on the CTI software you use.

Additionally, you must complete the following setup steps:

1. Review the How Do I Use Computer Telephony Integration? Guide and become familiar with CTI integrations.
2. Enable the media toolbar
3. Configure job roles and privileges
4. Enable the Service Adaptive Intelligence Offering
5. Set profile options
6. Create a Digital Customer Service URL
7. Add a dynamic link for external URL

Configuring Job Roles and Privileges

This table outlines the job roles and privileges that are needed for these features. For additional information about roles and privileges used in CX for Utilities systems, see Manage Roles and Users.

Table 10-2 Job Roles and Privileges

Job Role and Description	Duty Roles	Privileges
Utilities Customer Service Representative	Generative AI Duty Role: ORA_SVC_GEN_AI_USER	ORA_SVC_WRAP_UP_SUMMARIZATION_PRIV: Used for access to Wrap Up summary generation ORA_SVC_CHAT_COLLABORATION_SUMMARIZATION_PRIV: Used for generating a chat transcript summary that will be included in chat transfer and conference offers to other agents ORA_SVC_CHAT_KM_SUMMARIZATION_PRIV: Used for generating a knowledge article summary that can be included in a chat conversation SVC_ACCESS_SR_SUMMARIZATION_APIS_PRIV: Used for SR-generated summaries
Utilities Customer Service Manager	Generative AI Duty Role: ORA_SVC_GEN_AI_USER	ORA_SVC_WRAP_UP_SUMMARIZATION_PRIV: Used for access to Wrap Up summary generation ORA_SVC_CHAT_COLLABORATION_SUMMARIZATION_PRIV: Used for generating a chat transcript summary that will be included in chat transfer and conference offers to other agents ORA_SVC_CHAT_KM_SUMMARIZATION_PRIV: Used for generating a knowledge article summary that can be included in a chat conversation SVC_ACCESS_SR_SUMMARIZATION_APIS_PRIV: Used for SR-generated summaries
Utilities Customer Service Administrator	Generative AI Duty Role: ORA_SVC_GEN_AI_USER	ORA_SVC_WRAP_UP_SUMMARIZATION_PRIV: Used for access to Wrap Up summary generation ORA_SVC_CHAT_COLLABORATION_SUMMARIZATION_PRIV: Used for generating a chat transcript summary that will be included in chat transfer and conference offers to other agents ORA_SVC_CHAT_KM_SUMMARIZATION_PRIV: Used for generating a knowledge article summary that can be included in a chat conversation SVC_ACCESS_SR_SUMMARIZATION_APIS_PRIV: Used for SR-generated summaries

Enable the Service Adaptive Intelligence Offering

To ensure your features are enabled, a user with administration privileges should perform the following steps:

1. Log into Oracle Fusion.
2. Click Navigator, then select My Enterprise, and then select Offerings.
3. On the Offerings page, select the Service offering.
4. Click the Opt In Features button.
5. On the Opt In: Service page, scroll to the Service Adaptive Intelligence offering and enable it.
6. Click on the Pencil icon to select specific features within the Service Adaptive Intelligence offering.
7. Enable the Use Generative AI features in the Service feature.

Set Profile Options

The following profile options must be set correctly to use the AI Generated Knowledge Article Suggestions feature. This setup is not required for the AI Generated Wrap-Up Notes feature.

• ORA_SVC_SNIPPETS_ENABLED: Set this option to true to enable the AI Generated Knowledge Article Suggestion feature. This profile option can be set at the site level to enable the feature for all users, or at the user level to enable it for individual users.
• HZ_ENABLE_MULTIPLE_BU_CRM: Set this profile option to yes to enable multiple business units. See How do I enable multiple business units for Help Desk? for additional information.

Creating a Digital Customer Service URL

This topic provides an example of how you might set up a method to share your knowledge articles with customers using external devices, such as sending an article via SMS text messaging. Your implementation might not require a task like this, or might use a different software and process.

If you are using Digital Customer Service (DCS) to create this URL, you must configure Visual Builder Cloud Service in your environment.

Note:

These steps assume you have already enabled Visual Builder Cloud Service and Oracle Identity Cloud Service, and that you have set up your Oracle Fusion Service system.

Follow the steps below to set up the DCS application:

1. Create a Service Developer role and configure Visual Builder Cloud Service for use with Digital Customer Service. See the topics in Set Up Oracle Identity Cloud Service in the Implementing Digital Customer Service Guide.
2. Create a basic Digital Customer Service application. See Creating a Basic Digital Customer Service Application in the Implementing Digital Customer Service Guide.
3. Stage and publish your application to generate the URL.
4. If you experience CORS errors, add your URL (up through .com) to the following profile options:
   • FAORACLE.ADF.VIEW.ALLOWED_ORIGINS
   • ORA_CORS_ORIGINS

Adding a Dynamic Link for an External URL

URLs that are used to access Knowledge articles are sent to your customers. These customers are not using Oracle Fusion, and therefore, they need a dynamic link to enable them to view the article without using Oracle Fusion.

To generate external URLs for Digital Customer Service, a dynamic link configuration is required.

See Manage Dynamic Links in the Implementing Knowledge Management with the Redwood User Experience Guide for details.