Oracle Fusion Service 24D, is packed with innovative features to enhance customer experience and streamline service operations. This release focuses on increasing automation, improving user experience, and delivering actionable insights to help businesses thrive.
- Digital Customer Service
Embedded Service has some enhancements in 24D (24.10.0). Embedded Service is the default Chat component for the Digital Customer Service Portal and Fusion Service.
Embedded Service supports Web Chat for Fusion Service version 24.10.0 (24D)
- Control attachments on the agent side – You can now control if the agent can send attachments.
- Sensitive information detection in the Subject – The `subject` connection data field is also checked for sensitive information like credit card number, social security number, or a custom regular expression.
- Improved cross-site scripting prevention – We improved security by adding extra algorithms to prevent cross-site scripting.
- Post conversation message link URL – You can now customize the URL with substitution strings to add parameters that field values can replace.
- Long text field for icons – The icon field supports long SVG strings and is shown as a resizable and scrollable text area to support this branding requirement.
Engagement Engine
- Dynamic form field support – The Embedded Service chat pre-launch form supports the visibility of the fields by adding dependencies. You can either hide or show a field when another one matches a value or a regular expression.
- Draggable Embedded Service Button – Drag the button to launch Embedded Service across the page.
- Embedded Service Theme via CSS variables – Embedded Service supports app.css theming from Portal so customers do not need to translate to properties, re-do, and maintain two sets of branding.
Request Engagement Engine with the “Embedded Service” feature via Service Request against Digital Customer Service.
- Service Centre
Continuing the trend of Generative AI adoption across the Oracle CX product suite, this release sees the introduction of Gen AI to auto-generate phone call summaries in CX Service.
With Generative AI-enabled for the Redwood Service Center, telephony partners can enable call summarization. When call summarization is enabled, a call summary will be auto-generated and inserted into the wrap-up notes field after the call ends. The generated summary may be edited and saved by the agent if needed. If an agent has already entered data into the wrap-up notes field, a summary of the call will not be generated and inserted into the wrap-up, so that the user’s ad-hoc notes are preserved.
Through this AI feature, agents benefit from quick informational overviews, and well-defined descriptions that can be utilized both upstream and downstream for reporting, and knowledge content generation.
- Help Desk
Use AI Help Desk Request Resolution Agent to Resolve Issues – Help Desk Request Resolution Agent understands the incoming employee question/issue and recommends an answer or solution using generative AI. Your help desk agent can review the suggested solution before sharing it with the employee.
The Help Desk Resolution Agent feature is expected to provide a huge boost to your productivity since your manual help desk agent need not spend time looking for answers and solutions in the knowledge base. The solutions proposed are also “intelligent” in that they are based on reasoning and not mere efficient searching. Your help desk personnel can quickly review the AI-suggested solution before sharing the same with employees. Not only is the quality of solutions improved, but issues are solved faster, leading to reduced chances of help desk requests re-opening and improved satisfaction of the employee organizations you serve.
Hide the message identification number in response emails – When Agents are exchanging emails with a customer, a message identification number is automatically stamped on the bottom of the email. This identification number makes sure that a reply to that email message will be associated with the correct Service Request. While this is very helpful, it can be distracting to customers and agents. Now you can hide this number of response emails. The number will still technically be on the email message, however, it will be white so it is not visible.
- Intelligent Advisor
Intelligent Advisor has received some enhancements including the release of Intelligent Advisor Generation 2.
Oracle Intelligent Advisor Generation 2 is a cloud-native version of Oracle Intelligent Advisor.
Key benefits of Intelligent Advisor Generation 2 include:
- Ability to support all Oracle Cloud regions, including sovereign, government, and dedicated cloud at customer regions
- Complete cloud service management through the Oracle Cloud Infrastructure console
- Standardized integration with OCI IAM Identity Domains
- Access to certain Generation 2-only features, such as Studio Hub for centralized project development and deployment lifecycle across all Intelligent Advisor environments
Many other features have been added, including:
- Template Filtering based on Stripe code – This feature enables organizations to focus the interview authoring experience on only the templates that are relevant to the author’s role. For example, enabling this feature would hide Fusion Sales interview authoring templates from HR Help Desk authors.
- Branch Web-authored projects – Hub Managers can now branch a web-authored project. This enables development and maintenance to be conducted on separate branches in line with business needs.
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