Store the problem and solution for each chat

With Generative AI enabled for the Redwood Service Center, after the customer service representative wraps up the chat, AI analyzes the chat transcript to generate the summary of the customer's problem and the solution provided. These are then automatically stored for future access and reference.

Additionally, the Wrap Up UI can be configured to display the chat problem and solution.

The configuration documentation can be found here: https://docs.oracle.com/en/cloud/saas/fusion-service/fairs/configure-chat-wrap-up.html#Overview-of-Extending-the-Wrap-Up-UI 

This feature reduces manual effort and enhances the quality of customer support by ensuring consistent and immediate post-chat records.

Steps to enable and configure

To utilize this feature, you need to enable Gen AI

• The Redwood Service Center and Help Desk must have Gen AI enabled.
• Customer service representatives must have the appropriate permissions to use the AI summarization feature.

Tips and considerations

• This feature is available only in the Redwood User Experience. It is applicable for Service Center, Help Desk, Sales, and CX for Utilities.