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Environment
Oracle B2C Service Browser UI

Resolution
This document provides detailed instructions for configuring the ASK Agent within Oracle B2C Service Browser User Interface (BUI) using a generative AI service.

ASK Agent
ASK Agent is a next-gen AI-powered assistant that helps agents resolve customer questions by providing answers, suggestions, and know-how based on its trained content. The ASK Agent panel is accessible on the right side of the client, near the Standard Text. The ASK Agent will be available once it is set up in the BUI Administration page. Once configured, the agent can open the panel and the agent will be provided a compose control to ask the ASK Agent questions.

After the agent adds and sends a question in the ASK Agent compose control, the ASK Agent will respond based on the content its trained on. 
If there is an Incident open, the agent can add the answer from ASK Agent directly to an incident thread or copy to manually paste. Additional customizations are supported such as adding the thumbs up and thumbs down for agent feedback.

To set up a Generative AI connection, the administrator will access AI Studios in Oracle B2C Service Agent Browser UI Administration Page.

Requirements

• Access to Oracle B2C Service with administrative permissions 
• External Objects
• A trained Generative AI such as OCI Generative AI Agent or ChatGPT

Steps for 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
   a.    Navigate to Administration > External Objects and Integrations in the BUI Administration page
   b.    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. Create ASK Agent Connection in AI Studios
   a.    Navigate to Administrator > AI Studios > ASK Agent Studio.
   b.    In the left panel of the ASK Agent Studio editor, configure the following:

General Settings

Configuration Panel – Right Side of ASK Agent Studio

Request Tab

• Configure the request payload used to communicate with the AI service.
• Two modes are available:
  • Code View: Direct input of the JSON request template from the AI service’s API documentation
  • Visual View: Parameter-to-variable mappings

For OCI Gen AI Agent, OCI Gen AI Chat, and Azure Open AI, default request templates are pre-populated but can be modified.

Example Customizations:
"message": "Reply in HTML format - ${question}"
"preambleOverride": "Only respond to questions related to insurance. Do not provide recommendations or answer unrelated questions."

These allow fine-tuning to restrict or format the AI responses.

Response Tab 
(Applicable only when Provider = Other)

• Configure expected response structure, also known as payload, and variable mappings from other Generative AI services.

Additional Configurations

Profile Access Configuration

• Select which agent profiles are granted access to the configured ASK Agent.
• Note: A single profile cannot have more than one ASK Agent configuration per interface.

Extensibility Options

The following extensibility hooks allow advanced customization through extensions uploaded via Navigation > Extension Manager.

Example Usage:

• Create a custom object to log ASK Agent interactions.
• Use custom reports for analytics and auditing.

This concludes the setup process for integrating a Generative AI Agent with the ASK Agent functionality in Oracle B2C Service.
For a use case example including examples of extensibility and customizations for ASK Agent, please see this blog post: ‘ASK Agent’: Revolutionizing the Oracle B2C Service Agent Experience with AI Integration