New Features in Oracle Fusion Service 25C

Key Changes and New Features in 25C

• AI Agent Studio: The 25C release marks the general availability of AI Agent Studio, a platform that allows you to customise and deploy AI agents within Fusion Applications. For Oracle Fusion Service, these embedded AI agents can assist customer-facing employees with tasks such as resolving service requests, providing a faster and more efficient service experience. Templates for building custom AI agents are in development.
• Redwood User Experience (UX): The Redwood UX, Oracle's modern and intuitive user interface, continues to be rolled out across the Fusion suite. This release includes further UX innovations and a modernised interface, which is designed to improve navigation efficiency and streamline workflows for a more intuitive user experience.
• Fusion Service Help Desk Enhancements: In the help desk area, agents can now modify key spotlight fields directly from the overview panel, reducing the number of clicks and accelerating resolution times. The system also now treats chat and call transcripts uniformly, simplifying the agent experience and making it easier to capture context and create service requests.
• Service Excellence: Oracle continues to make investments in service excellence across all modules, focusing on performance, stability, and minor functional improvements that collectively enhance the overall user experience and application reliability.

AI Agent Studio

In Oracle Fusion Service, the AI Agent Studio is a powerful platform that provides a design-time environment for creating, configuring, and deploying generative AI features and agents. Its purpose is to allow organisations to build an "AI workforce" that works alongside human employees to automate tasks, improve efficiency, and enhance the user experience. The studio is deeply integrated into the Fusion Applications suite, giving AI agents secure and seamless access to the platform's data, tools, and APIs.

This native integration ensures that agents can be deployed directly into a user's workflow, where they can execute actions and provide insights without the agent having to leave their work screen. With its low-code/no-code approach, AI Agent Studio empowers businesses to either extend pre-built agent templates or create new, custom agents tailored to their unique needs.

While the AI Agent Studio is available across the whole of the Fusion platform, for the purpose of this article, let’s focus on the out-of-the-box AI agents designed to boost agent productivity and streamline common service-related tasks.

Service Request Triage Agent

The Service Request Triage Agent in AI Agent Studio is a pre-built agent that automatically analyses, categorises, and routes incoming service requests to the appropriate queues or teams. Its primary purpose is to automate the initial, manual work of an agent.

When a new service request is created, the AI agent uses natural language processing (NLP) to read and understand the request's content. Based on its analysis, it can:

• Assign Attributes: Automatically set key values such as the request's category, sub-category, and priority.
• Intelligent Routing: Direct the request to the correct queue or agent based on configurable business rules.

This automation streamlines the inbound workflow, reduces the workload on human agents, and ensures that customer issues are handled more quickly and accurately from the very beginning.

Service Request Resolution Agent Team

The Service Request Resolution Agent Team in AI Agent Studio is a collective of AI agents designed to assist human agents by automating and accelerating the various steps involved in resolving a customer's service request. Rather than a single agent, it is a suite of tools that works together to boost agent productivity and improve resolution efficiency.

The primary functions of this team include:

• Knowledge-Based Assistance: Agents within the team can automatically analyse the content of an open service request and proactively suggest relevant knowledge base articles, similar cases, or solutions, helping the human agent find the correct answer faster.
• Automated Communication: The team can include agents that draft contextual and personalised email responses to customers, drawing from the case history and proposed solutions, thereby saving the agent valuable time.
• Workflow Automation: Other agents in the team can perform simple, repetitive tasks, such as summarising long communication threads, updating the service request's status, or logging an internal note once a specific condition is met.

In essence, the Service Request Resolution Agent Team acts as an intelligent co-pilot, providing a layer of automated assistance that enables human agents to resolve complex issues more quickly and consistently.

This is just a very small snippet of the new enhancements available within CX Service 25C. For the full list of changes available, visit the Cloud Applications Readiness documentation.

Need help setting up AI Agents in your Fusion instance? The Kyte team have been busy learning all about the new AI Agent Studio and are ready to help.

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At Kyte, we understand that the successful implementation of technology solutions hinges on both deep product knowledge and practical experience. Our team excels in guiding you through every stage of your tech journey, ensuring seamless integration and maximising your investment.

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4. Seamless Integration: We manage every aspect of the implementation process with precision, from initial planning to final deployment. Our goal is to ensure that your technology integrates smoothly with existing systems, minimising disruption and enhancing overall efficiency.
5. Ongoing Support: Our commitment doesn’t end with implementation. We provide continuous support and maintenance to address any issues promptly and to keep your systems running at peak performance.

Partner with Kyte and leverage our product expertise and extensive experience to transform your technology investments into tangible business results. Let us help you navigate the complexities of tech implementation and achieve your strategic objectives with confidence.

Author: Kev Stephens