Fusion Service AI Extensibility Guide

Overview

Fusion Service Center now has the building blocks to place AI where work happens: inside Service Requests, smart actions, recommendation cards, summaries, custom UI, and inline conversation experiences.

How it works

Build AI once in AI Studio and bring it into Fusion Service through reusable integration patterns. AI agents and workflows are designed, governed, and published in AI Studio, then surfaced directly in the service experience where representatives already work—enabling contextual, intelligent assistance without disrupting their workflow.

The building blocks behind AI enablement

These are the key capabilities across recent releases that make AI extensibility possible in Fusion Service Center.