Skip Navigation

Search

Agent Insights real-time suggestions for non-chat agents in BUI
Answer ID 12850   |   Last Review Date 10/13/2025

How can I configure real-time suggestions for non-chat agents in BUI? 

Environment:

Access to Oracle B2C Service with administrative permissions 

External Objects

A trained Generative AI such as OCI Generative AI Agent or ChatGPT

Resolution:
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 with Oracle AI or your organization’s preferred AI services, enhancing agent efficiency and interaction.
 
Steps for Generative AI Configuration:
  1. Begin by training your preferred AI Agent using domain-relevant data, such as frequently asked questions and answers.
  2. Configure External Integration in Oracle B2C Service
    1. Navigate to Administration > External Objects and Integrations in the BUI Administration page
    2. Create a new external object connection:
      1. Base URL: Specify the endpoint for the Generative AI Agent.
      2. Authentication: Provide the required credentials or tokens.
  3. Additional 3rd Party Endpoints are supported. Please see this documentation for more information.
 

Some customers elect to use an Oracle Digital Assistant instead of directly invoking the chosen generative AI's APIs. In that scenario, to create an ODA connection with Agent Insights, please confirm the following:

Steps for Oracle Digital Assistant Configuration:

  1. Ensure that the Oracle Digital Assistant service is included in your Service Cloud agreement
  2. Identify or create a skill within Oracle Digital Assistant for "Agent Suggestions"
  3. Configure the feature within the Administration Configuration menu, Please See Answer: Agent Insights Configuring Connections
    1. Note: An FAQ Skill must be available for use with this feature
 
For more information on Agent Insights Please See Answer: What is Agent Insights?

Was this answer helpful?

Still have questions?

Notify Me
Forgot your username or password?
The page will refresh upon submission. Any pending input will be lost.