The Knowledge Gap to Deliver Resolution OMBP aims to empower agents to resolve issues using knowledge resources. AI/ML enhances this byassisting issue resolution and suggesting potential solutions to service agents.
Suggested Solutions:AI analyzes case details and historical data to recommend relevant resolutions in real-time, reducing agent search time and improving accuracy.
This boosts productivity by streamlining the resolution process and minimizing manual effort.
Option A (Automated Articles):Generating articles is useful, but manual searching negates productivity gains.
Option B (Segmentation):This applies to marketing, not service resolution.
Oracle Fusion Cloud CX Service documentation, such as "Oracle AI for Fusion Applications," emphasizes AI/ML’s role in resolution assistance for agent efficiency.
[References:Oracle AI for Fusion Applications (docs.oracle.com), Oracle Fusion Cloud CX Service Guides., ]
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