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Agent Insights real-time suggestions for non-chat agents in BUI
Answer ID 12850 |
Last Review Date 06/04/2024
How can I configure real-time suggestions for non-chat agents in BUI?
Environment:
&rs
Resolution:
We are in the early adopter phase of the new feature “Agent Insight Suggestions powered by Oracle Digital Assistant”.
Agents managing emails in the Browser UI can receive suggested responses directly in the Insight Panel. They can accept or decline these suggestions; if accepted, the content can be added as Standard Text to the incident thread and modified before sending it to the customer. This feature seamlessly integrates Oracle AI, enhancing agent efficiency and interaction.
Interested in being an Early Adopter of this feature? Please contact Product Manager Diana Hunt <diana.hunt@oracle.com> for more information.
- Ensure that the Oracle Digital Assistant service is included in your Service Cloud agreement
- Email Diana Hunt indicating that you are interested in being an Early Adopter of this feature, please include your test site information (the test site where you expect to test the feature)
- Identify or create a skill within Oracle Digital Assistant for "Agent Suggestions"
- Configure the feature within the Administration Configuration menu, Please See Answer: Agent Insights Configuring Connections
System Requirements for the Agent Insight Suggestions feature:
- Oracle Digital Assistant is enabled for your site
- Note: An FAQ Skill must be available for use with this feature
- External Objects is enabled for your site
- A CX update is not required in order to enable this feature
For more information on Agent Insights Please See Answer: What is Agent Insights?
