Expense Policy Inquiry Using Expense Policy Agent for Touchless Expenses with J.P. Morgan Corporate Cards

Welcome to the demo of the 25C Expenses policy inquiry agent for Touchless Expenses in Oracle Enterprise Resource Management Learning.

This demonstration shows you how you can use the expense policy inquiry agent to enhance your business expense experience.

This presentation will first go through an overview of the feature. Then during a demonstration, I'll first show you how the user experience will be, how the user can make use of generative AI agent and get precise information about the company expense policies and the application itself.

Then you will see the admin setup process tips and considerations for your setup. The last part of the demonstration is optional and only needed when you have specific needs and instructions for the agent. You will see how to use prompt customization to tune the agent and some common scenarios for your customization. This feature gives you the ability to upload your organization's travel and expenditure policies and employees use Expenses policy agent to get 24*7 self-service support to any questions related to these policies as well as the Touchless Expenses app manual and FAQ.

The agent leverages generative AI to provide support in all languages and the answer that agent give are contextual to the specific users working context. This helps employee understand corporate policies prior to incurring business expenses and get accessible support just at the time needed. The business benefits are: One, reduce user’s training and user support cost. Two, improve compliance with corporate expense policies and avoid violations. Three, improve user experience with interactive knowledge access and reduce user’s manual information search.

Let's first start with the user experience demo. For this Touchless Expenses user, the feature is already enabled by the admin. The user is able to see the Expenses policy agent menu on bottom navigation bar inside overflow button. This demo shows you how the generative AI agent can give the employee precise information relevant to the user and specific to the organization's policy. You can try any question that the user may have during the Touchless Expenses usage. The answers here are dependent on the documents that admin upload during the setup. If you are not happy with the answers that the agent gives here, you can go back to the document and update the content and test again. Here I demonstrate that the user asked question about what is allowed by the company's policy and how to forward an email receipt. You may notice the e-receipt forwarding address is specific to the customer's environment and I'll show you how to customize this information during the setup in the following demo.

You have to be a Touchless Expenses customer to use this feature. In the near future, we will be making Touchless Expenses available for customers that are beyond JP Morgan Corporate card customers, including this agent. Now, let's start from preparing documents to upload to the agent. We recommend you to start with uploading two types of documents. First is this Touchless Expenses app manual and FAQ. Second is your company specific policy document. Let's start from downloading the base version of the Touchless Expenses app manual from the link provided in the feature’s What's New. After downloading this document, you will notice there are two sections in this document. The first section of the document has answers require customization before use. Information such as the e-receipt forwarding address and Touchless Expenses URL are specific to your POD information. You need to customize these answers so the agent will be able to answer user’s questions correctly. If any of these questions are not relevant to your setup or your user needs, you are free to remove the question from the document.

The second section is some generic FAQ provided by the product team. We highly encourage you to review and enrich this document before uploading it. Now let's save this and go to the manage Expenses System Options page. You have to upload at least one document to the documents for Expenses policy agent to enable this feature. Once enabled, your Touchless Expenses users will start to see the Expenses policy agent menu on their bottom navigation bar. Here we upload the app manual and FAQ that we just edited. You can see we also have a company policy document already uploaded there.

Now with the Save and Close, the document will be processed by the agent and made use of when answering user questions. Now this is the last part of the demonstration. It is optional and only needed for advanced prompt customization for the agent. Prompts are the instructions that you give to the agent. You need to understand the basic formats when updating the prompts.

Please make sure to take special care and review all the prompt customization guide before making any changes. This table shows sample prompts that the product team suggests you use for common scenarios. For example, if your policy is not dependent on any specific user context such as user’s job names, user’s locations, you may want to remove it from the prompt, so the agent won't mention this in the answer.

Another common scenario is that you want agent to guide user to open a support ticket in a specific help desk or a ticketing system. You can add that information into the fallback answer when the user's inquiry is beyond the document scope. Also note that the prompt upgrades every release. Your overridden prompt always takes precedence over the seeded prompt. If you want to make use of the latest and greatest prompt capabilities, you may want to upgrade the overridden prompt regularly.

Now, let me show you how to customize the prompt. You need an application implementation consultant role to customize the prompt for the agent.

User will need to access either an existing sandbox or create a new sandbox. To access the sandbox management page, click the Hamburger Button and select Configuration -> Sandbox. The sandbox must have a HCM Experience Design Studio tool deployed in the sandbox. Enter the sandbox and start HCM Experience Design Studio using the Tools dropdown. Click the AI configurator menu option. The HCM experience design studio opens and this AI configuration page has two sections. Overridden prompt will list any currently overridden prompts. Seeded prompts list all the prompts that are available for configuration. Expand the seeded prompt section to locate a prompt with the label documented in the Expenses Policy Agent’s What's New documentation page.

When you locate a prompt, click Override prompt icon on right of the prompt entry to start override. The override prompt drawer opens. Prompt text displays and the user can now make updates to the prompt. You can add additional instructions, update or remove prompt instructions. Unless you are aware of the variables that we pass into the prompt, you won't be able to test the new prompt with the Preview button here.

You can only test by switching to a Touchless Expenses user account, after saving the new prompt here. The saved overridden prompt will now be listed in the overridden prompt section. Overridden prompts will take precedence over Oracle updated seeded prompts. To make updates or remove the overridden prompt, click the eclipse and select Edit or Delete. Once the prompt is deleted, the Oracle delivered prompt will be used.

Exit the sandbox once your changes have been committed to the AI configurator. You can now log out this user and use a Touchless Expenses user to test the results.

This completes the demo. Thank you!