Oracle AI for CX Demo: Generative AI Knowledge Article Authoring

Introduction

In this article, we'll explore how generative AI summarizes service requests and assists in authoring knowledge articles in Oracle Fusion Service. As a senior service expert for Supro Power, I've been tasked with resolving an escalated issue for our customer, Medicell, which originated from a junior agent on my team. Although I'm familiar with the customer, I need to quickly get up to speed on this specific service request due to its high severity. Thankfully, Oracle's service agent workspace comes equipped with an overview created by generative AI, which swiftly helps me understand the history and context of the service request.

Now that I've caught up on the details, I can start addressing the customer's issue. I notice there is already a knowledge article available for identifying the issue, but not for resolving it. This implies that resolving the customer's problem may be more complex. Jumping ahead to after the service request has been resolved, I have the opportunity to generate a new knowledge article to equip our service agents with the necessary tools to resolve similar issues in the future.

Using the Smart Action bar, I initiate the creation of a new knowledge article. In the authoring screen, I indicate the relevant products, categories, and user groups that will have access to this new article. It can be published either to an internal knowledge library or to our customer-facing portal for customers who prefer to resolve issues independently. Once these selections are made, the generative AI immediately begins to draft an article based on the service request I just resolved.

From here, I can quickly review the draft, make edits, attach relevant files, and finalize the new knowledge article. This ensures that our technicians, service agents, and customers have access to the necessary information in the future.

As demonstrated, the generative AI features in Oracle service enable agents to swiftly grasp the situational context of service requests and save significant time creating new knowledge articles. This helps service teams resolve customer issues more quickly and accurately. To see a live demo and learn how Oracle service can streamline your customer contact to resolution process, connect with your sales representative today.

Keywords

• Generative AI
• Oracle Fusion Service
• Knowledge Article Authoring
• Service Request
• Supro Power
• Service Agent Workspace
• Smart Action Bar
• Customer Self-service
• Internal Knowledge Library
• Customer-facing Portal

FAQ

Q: What is the purpose of generative AI in Oracle Fusion Service?
A: Generative AI helps summarize service requests and assists in quickly authoring knowledge articles, enabling agents to understand the situational context and resolve customer issues more efficiently.

Q: How can service experts use the generative AI features in Oracle Fusion Service?
A: Service experts can use generative AI to quickly get up to speed on service requests, draft new knowledge articles, and ensure that both internal staff and customers have access to updated and relevant information.

Q: What functionality does the Smart Action bar provide?
A: The Smart Action bar allows users to initiate the creation of new knowledge articles, choose relevant products, categories, and user groups, and publish the article to the desired platforms.

Q: Where can the newly created knowledge articles be published?
A: Knowledge articles can be published to an internal knowledge library or a customer-facing portal, catering to both service agents and customers who prefer self-service options.

Q: How can you learn more and see a demo of Oracle Fusion Service?
A: You can connect with your Oracle sales representative to see a demo and learn how Oracle Fusion Service can transform your customer contact to resolution process.