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Configuring AI Agent Studio for Fusion Field Service Collaboration Chat

in Field Service

Summary:

I am configuring AI Agent Studio to integrate with the Help Desk chat inside the Fusion Field Service Collaboration module. The goal is to deploy an AI agent that assists field technicians with their inquiries by leveraging uploaded reference documents (RAG / Knowledge Base).

Currently, we haven't found a pre-built template that matches our workflow. We are trying to implement the following process:

  1. A field technician opens a Help Desk chat via the Collaboration module.
  2. The AI Agent greets the user and asks how it can assist.
  3. If the query is resolved, the AI session ends.
  4. If the AI cannot resolve the issue, it must transfer the chat session to a live Help Desk operator.
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