0
14.0.10
Australia Patch 6, Australia Patch 5, Australia Patch 4, Australia Patch 3, Australia Patch 2, Australia Patch 1, Australia, Zurich Patch 12, Zurich Patch 11, Zurich Patch 10, Zurich Patch 9, Zurich Patch 8, Zurich Patch 7, Zurich Patch 4, Zurich Patch 2, Zurich Patch 1, Zurich, Yokohama Patch 11, Yokohama Patch 8, Yokohama Patch 6, Yokohama Patch 3, Yokohama Patch 1, Yokohama
Generative AI
This is a private application that enables platform capabilities to support:
- GenAI features for applications
- Common Agentic workflows and AI agents
This app includes the following:
- Generative AI capabilities:
- Record summarization
- AI-generated record resolution notes
- Email reply recommendations
- Email mass communication management
- AI-generated Sentiment Analysis capabilities
- AI-generated responses for Activities (comments and worknotes)
- Corresponding definition configurations, and prompts
- Agentic workflows:
- Classify tasks
- Generate resolution plans (erstwhile Resolve requests)
- Generate my work plan
- Process images for tasks
- Analyze task trends (erstwhile Analyze incident trends)
- Investigate problems (erstwhile Investigate IT problems)
- Continuous service improvements
- Propose survey responses
- Help optimize team productivity
- Process emails for tasks
- Identify escalation signals
- Process task closure
- AI agents:
- Record management AI agent [Maintenance only]
- Email action and information AI agent [Maintenance only]
- Record field value prediction AI agent
- Next action recommendation AI agent
- Web research and recommendation AI agent
- User details AI agent [Maintenance only]
- Issue readiness AI agent
- Image processer agent
- Work prioritization AI agent (Prioritize work AI agent)??
- Resolution action AI agent
- Document and visual insights AI agent
- Survey analysis AI agent
- Issue trend analysis AI agent
- Problems investigation AI agent
- Work allocator AI agent
- Decomposition agent
- Suggested actions AI agent
- Update work plan AI agent
- Survey filling data collection AI agent
- Survey response suggestion AI agent
- Proactive escalation AI agent
- Task Closure Eligibility AI Agent
New
- Launched the Process task closure, a new agentic workflow, allowing fulfillers to auto generate resolution notes and mark records as closed
- Exposed the following AI skills to MCP
- Record summarization
- AI-generated record resolution notes
Changed
- Updated configuration options for the Identify escalation signals agentic workflow
- Updated the logic to fetch similar records and KBs using record domain in email response generation
- Enabled configurable search profile for ERR
- Generate resolution plan agentic workflow
- Added an option for the fulfiller to create a new record as part of the Generate resolution plan agentic workflow
- Renamed the Decomposition Agent to "Resolution task generation AI agent"
- Analyze task trends
- Users can now perform analysis for a specific group by passing the exact group name in the utterance
- In the analysis output, we cite records for recurring issues and root causes and allow users to browse through analysed records to increase confidence in the output.
Not applicable for this application version.
- Required plugins and products
- Requires Gen AI Controller 14.2.0 app
- Dependencies
- sn_generative_ai:14.2.0
- Properties that need to be created or set to activate the content pack
- None
- Affected business rules
- None
- Affected script includes
- None
- .jar files that need to get uploaded, if applicable
- N/A