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The Self-Service Chat AI Agent in Oracle Fusion Cloud Service brings precision and convenience to self-service scenarios through the automation of routine tasks, such as answering common questions and performing typical processes like returns or service status checks. The AI agent can reduce customer search effort by surfacing critical information directly from the knowledge base and providing AI-generated responses supplemented with direct links to relevant knowledge articles. The agent supports a wide range of self-service use cases, including knowledge search, guided troubleshooting, order and service appointment tracking, product registration, and returns. It also escalates to human support when necessary, driving higher self-service adoption and helping reduce service costs.
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