How to create SR from user responses
Summary:
Dear Oracle Support Team,
We are currently using a custom Oracle Digital Assistant (ODA) that integrates both HCM and Helpdesk skills. We are exploring a solution where:
When a user types a query and the bot does not have an appropriate response, the bot should automatically treat the user’s message as the Service Request (SR) description and create an SR without explicitly asking the user to confirm SR creation.
We would like to understand:
- Is this behavior achievable only through LLM (Large Language Model) integration?
- If yes, what would be the recommended approach to implement this within the ODA framework?
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