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How can I configure the Incident Thread Summarization Agent feature for BUI Incidents?

Environment

Oracle B2C Service Browser UI

Requirements:

• An AI Service to provide the summarization functionality
• External Objects is enabled for your site
• This feature does not require a CX upgrade
• This feature does not require a feature flag

Resolution

The Incident Thread Summarization feature leverages AI to create a summary of Response and Customer Entry threads. The agent will be given an option to summarize threads in the Thread Header of the incident. These summaries can be used for a few reasons.

1. It enables agents to quickly understand and capture key details for improved efficiency and customer service. 
2. A summary can be added to a Response thread to send to the customer.

Administrators can configure the Incident Thread Summarization feature to provide AI-based summaries from various Generative AI services, including Oracle OCI GEN AI Chat, Azure Open AI, or any REST API generative AI service. The Incident Thread Summarization feature is available in the BUI OCT I release, available on non-production sites September 19, 2025 and on production sites October 03, 2025.

Agent Experience

• The Thread Summarization Agent feature must be enabled for the agent’s profile
• A new Thread Summarization Agent icon will display in the Thread Control Header
• When the agent selects the button, all Response Threads and Customer Entries will be summarized. At this time, only Response Threads and Customer Entry incident type is included in the summarization 
• The summarization will display in a dialog box under the summarization icon 
• The agent will have options to copy the summarization or to add it an incident thread type of their choice.
• If configured, the agent can provide feedback of the summarization by clicking the thumbs up and thumbs down icons on the dialog

Administrative Experience 

Step 1 - Create the integration within External Objects.

An External Objects Connection is required for connecting the Incident Thread Proofread feature with sources like OCI Generative AI or Other REST endpoints. 
To set up External Objects follow these steps.

• Within the Browser UI, Navigate to Administration > External Objects & Integrations
• External Object Home Page will list all existing connections
• To configure the Summarization Agent endpoint, create a new External Object connection. If you plan to test multiple AI service providers with this feature such as OCI AI Agent and another AI Service, each provider requires a unique endpoint. Therefore, you must create a separate External Object connection for each AI service.
• Select "Add New" for creating a new External Object Connection. Provide the API endpoints of the service provider and include the necessary authentication details. Ensure that you add the required headers or query parameters as specified by your service provider.

For more information on External Objects please reference this documentation.

Step 2 - Create a new connection for the Proofread Agent feature

Create a new connection for the Proofread Agent feature within the Browser UI:

• Log into the Browser UI
  • Go to the Administration page (menu in the upper left corner)
  • Go to "AI Studios"
  • Go to “Thread Summarization”
• When the Thread Summarization Agent configuration page opens for the first time, a blank report shows. Once a configuration is saved, then the columns show the related details.
• The buttons on this page are:
  • Refresh, when clicked the page is reloaded
  • Add New, create a new connection opens
  • Open, opens an existing connection
  • Delete, deletes an existing connection
• Select “Add New” to create a new connection & complete the following fields for this connection:
  • Name (required field): Any meaningful name with max length of 10 characters
  • Provider (required field): This is the AI service provider
  • Connection (required field): Select the External Object connection
  • Chunk Size: Fixed-size chunking breaks down larger content into smaller pieces for AI retrieval 
• Notes: Helpful notes about this connection
• Created: Date and time this connection was created
• Created By: The name of the user that created this connection
• Updated: If this connection is updated, the date & time are listed
• Updated By: If this connection is updated, the name of the user that made the update is captured

The default payload for OCI Gen AI Chat is the following: 

{
 "compartmentId": "ocid1.compartment.oc1..aaaaaaaayhppg5igmhzzg7mknyowp6yayfmh4boh2dco3igmbabtfgyrywwa",
 "servingMode": {
   "modelId": "cohere.command-r-08-2024",
   "servingType": "ON_DEMAND"
 },
 "chatRequest": {
   "maxTokens": 600,
   "temperature": 0,
   "preambleOverride": "You are a helpful assistant that summarizes conversations or text. Read the provided messages and return a concise, factual summary without subjective opinions or explanations.",
   "frequencyPenalty": 1,
   "presencePenalty": 0,
   "topP": 0.75,
   "topK": 0,
   "isStream": false,
   "chatHistory": [],
   "message": "${textToSummarize}",
   "apiFormat": "COHERE"
 }
}

Step 3 - Configure the feature

Within the new connection, navigate to the “Configurations” tab and complete the following fields for this connection:

• A default prompt for the selected service provider is available, can be modified, and must be tested
• A list of the parameters that are included in the request payload is provided
• Navigate to the “Profile Access” tab to assign profiles to this connection:
  • For any interface, use the menu to select the profile(s) for which this feature is enabled
  • Select an interface
  • From the menu on the left, select the profile, then use the arrow button to move the profile to the menu on the right. Multiple profiles can be selected
• Navigate to the “Customizations” tab to define additional options for this connection:
  • Configure "Enrich Request Extensibility Action" if desired. Provide the name of the registered action from BUI Extension. Develop Extensibility Code that is used for creating the request payload for getting the summary text from the AI Service endpoint
  • Configure "Enrich Response Extensibility Action" if desired. Provide the name of the registered action from BUI Extension. Develop Extensibility Code that is used for creating the response format required by the Oracle B2C Service Agent Browser UI
  • Configure "Logging Extensibility Action" if desired. Provide the name of the registered action from BUI Extension. Extensibility Code that is triggered when an action is performed from Oracle B2C Service Agent Browser UI. This will be helpful if you wish to monitor the usage of this feature for a site. This is an optional step
  • The "Feedback Extensibility Action" configuration is not available in our initial release, so this field is disabled

Step 4 - Save your changes

• Note: To edit an existing connection, simply open the connection, make the changes, save your work