Oracle’s latest 24C update for the HR Help Desk module introduces many exciting new features designed to streamline help desk operations and make them more user-friendly.
Two key feature updates that can improve the way help desk agents manage their tasks.

1. Automatically Generate Summaries of Help Desk Requests with Generative AI
Consider a scenario where an agent, previously handling a request, is suddenly unavailable due to vacation or leave. The new agent assigned to this in-progress request need to sift through numerous message threads to get up to speed. Oracle’s new AI-driven summarization feature is a game-changer. With this feature, agents can simply type “Summarize Request” in the action bar to generate an AI-driven summary of any help desk request.
How It Works:
This summarization tool takes all existing information from the help desk request and leverages Generative AI to provide a comprehensive overview. This overview includes the issue, progress made, customer response, and planned next steps.
Benefits:
· Quick Understanding: Agents and managers can quickly get up to speed on the status of a request without reading through all the previous messages.
· Smooth Hand-offs: When an agent has to take over a request from another agent who is unavailable (due to vacation, leave, etc.), they can generate a summary and understand the issue immediately.
2. Customize Copy of Help Desk Requests
Consider a case where a help desk request needs to be re-routed due to a change in priority or department. One can leverage the “Copy Help Desk Request” function in Oracle 24C which can now be customized. This means administrators can decide which details from the original request are copied to the new request and what default values should be set.
Customization Options:
· Remove Unnecessary Details: For example, you might want to remove the assigned agent’s name or the queue it was in, so the new request starts fresh and can be routed appropriately.
· Set Default Values: You can set default values for certain fields, ensuring consistency and saving time for agents.
Embracing the Future with AI
As someone deeply passionate about AI, it’s thrilling to witness how generative AI is being integrated into practical applications, revolutionizing traditional processes. Oracle’s 24C update exemplifies how AI can be harnessed to enhance productivity, accuracy, and user experience in the HR help desk domain.
Enchant Apps has a team of Oracle Cloud experts across all modules. If you are interested in learning more or have a project where you need Oracle cloud expertise, feel free to contact us!