How do I set up ASK Agent using AI Studios in Oracle B2C Service Agent Browser UI?
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
Steps for Configuration
- Begin by training your preferred AI Agent using domain-relevant data, such as frequently asked questions and answers.
- 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:- Base URL: Specify the endpoint for the Generative AI Agent.
- Authentication: Provide the required credentials or tokens.
- 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
Field | Description |
Name | A descriptive name for the ASK Agent connection |
Provider | Select the AI service provider. Options include: OCI Gen AI Agent, OCI Gen AI Chat, Azure Open AI, or Other |
Remember Previous | Enables session-based interaction. Only available when using OCI-based providers |
Conversation Connection | Select the integration created in Step 2 |
Chat Connection | Enter the relative path to the chat endpoint |
Create Session Connection | Enter the session creation endpoint |
Delete Session Connection | Enter the session deletion endpoint |
Maximum Character Limit | Defines the max allowed character count for user questions |
Created | This auto-populated field displays the time when the ASK Agent connection was created |
Created By | This auto-populated field displays the time when the ASK Agent connection was created |
Updated | This auto-populated field displays the time when the ASK Agent connection was created |
Updated By | This auto-populated field displays the time when the ASK Agent connection was created |
Notes | Enter any relevant notes for the ASK Agent connection here |
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
Setting | Description |
View Citations | Toggle to display citation links in the ASK Agent panel |
Title | UI panel label for ASK Agent (e.g., ASK Me Anything). It is ASK Agent by default. |
Disclaimer | Custom disclaimer message for AI usage (e.g., This is an AI Service, which could make mistakes. Read and analyze its responses before using it in any customer communications.) |
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.
Action | Description |
Enrich Question Extensibility Action | Modify the question before sending it to the AI service |
Enrich Answer Extensibility Action | Modify the AI response before displaying it to the agent |
Logging Extensibility Action | Track usage by logging interactions in a custom object or table |
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 BUI.
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
