Implement seamless customer inquiry management with OCI Generative AI and Oracle Integration
Customer service teams often struggle with the efficient processing of large volumes of customer inquiries, particularly when these inquiries involve complex product details and troubleshooting steps. Manual handling of emails can lead to delays, errors, and inconsistent responses, ultimately affecting customer satisfaction and operational efficiency.
The current process lacks automation in key areas, such as extracting relevant information from customer emails, enriching data with additional product details, and providing accurate troubleshooting steps. This manual approach can result in prolonged response times, incomplete data processing, and challenges in maintaining a consistent and high-quality customer service experience.
There is a need for an integrated, automated solution that can streamline the entire process, from receiving customer inquiries to updating the customer service platform with AI-generated issue resolution steps. This solution should enhance efficiency, accuracy, and speed in handling customer inquiries, thereby improving overall customer satisfaction and reducing the workload on service teams.
Architecture
This reference archictecture shows how to implement a seamless customer inquiry management system with Oracle Cloud Infrastructure Generative AI (OCI Generative AI) and Oracle Integration.
- Customer support receives product-related issues through various channels.
- Oracle Integration acts as an orchestration engine and receives events from these channels.
- Oracle Integration creates issue records in the CRM application using its CRM application adapter.
- Oracle Integration subsequently stores this information in OCI Object Storage using a native call for auditing purposes.
- The integration cloud then invokes an OCI Generative AI service endpoint, which analyzes the content to extract pertinent issue details, case specifics, and essential elements.
- Oracle Integration queries the CRM application for additional information regarding the product to retrieve relevant details from the CRM system.
- These relevant additional details are then posted back to OCI Object Storage by Oracle Integration for auditing purposes.
- Oracle Integration invokes the OCI Function, which in turn calls the OCI Generative AI retrieval-augmented generation (RAG) agent.
- OCI Functions obtains accurate resolution steps by invoking the OCI Generative AI RAG agent, using the updated prompt from step 7 as input. The OCI Generative AI RAG agent leverages the customer knowledge base and retrieves information from the company's resources to provide correct, contextually relevant answers and precise resolution steps for customer inquiries. It uses a language generation model to generate coherent and contextually relevant responses based on the retrieved information.
- The issue resolution steps are updated in OCI Object Storage by Oracle Integration for auditing purposes.
- The issue resolution steps are updated in the CRM application by Oracle Integration and then communicated to the customers.
Business Exceptions: Throughout this process, any business exceptions, such as missing production information or incorrect IDs, can be managed through process automation, employing human in the loop and decision services as needed.
The following diagram illustrates this reference architecture.
oracle-genai-customer-inquiry-mgmt-oracle.zip
The architecture has the following components:
- OCI Generative AI Agents
OCI Generative AI Agents is a fully managed service that combines the power of large language models (LLMs) with an intelligent retrieval system to create contextually relevant answers by searching your knowledge base, making your AI applications smart and efficient. OCI Generative AI Agents supports several ways to onboard your data and then allows you and your customers to interact with your data using a chat interface or API.
- Generative AI
Oracle Cloud Infrastructure Generative AI is a fully managed OCI service that provides a set of state-of-the-art, customizable large language models (LLMs) that cover a wide range of use cases for text generation, summarization, semantic search, and more. Use the playground to try out the ready-to-use pretrained models, or create and host your own fine-tuned custom models based on your own data on dedicated AI clusters.
- Retrieval-Augmented Generation (RAG)
RAG provides a way to optimize the output of an LLM with targeted information without modifying the underlying model itself; that targeted information can be more up-to-date than the LLM as well as specific to a particular organization and industry.
- Integration
Oracle Integration is a fully managed, preconfigured environment that allows you to integrate cloud and on-premises applications, automate business processes, and develop visual applications. It uses an SFTP-compliant file server to store and retrieve files and allows you to exchange documents with business-to-business trading partners by using a portfolio of hundreds of adapters and recipes to connect with Oracle and third-party applications.
- Object storage
Oracle Cloud Infrastructure Object Storage provides quick access to large amounts of structured and unstructured data of any content type, including database backups, analytic data, and rich content such as images and videos. You can safely and securely store and then retrieve data directly from the internet or from within the cloud platform. You can scale storage without experiencing any degradation in performance or service reliability. Use standard storage for "hot" storage that you need to access quickly, immediately, and frequently. Use archive storage for "cold" storage that you retain for long periods of time and seldom or rarely access.
- Identity
and Access Management (IAM)
Oracle Cloud Infrastructure Identity and Access Management (IAM) is the access control plane for Oracle Cloud Infrastructure (OCI) and Oracle Cloud Applications. The IAM API and the user interface enable you to manage identity domains and the resources within the identity domain. Each OCI IAM identity domain represents a standalone identity and access management solution or a different user population.