Service Request Triage Agent Capability for Multi-Intent Analysis in HCM HR Help Desk

Hi,

We are currently working with a customer implementing Oracle Fusion AI Agents within HCM HR Help Desk, specifically focusing on the Service Request Triage Agent and Service Request Resolution Agent. From the documentation, our understanding is that the Service Request Triage Agent analyses an incoming Service Request, identifies the primary category or intent, classifies the request accordingly, and then supports downstream processes such as assignment and routing. One of our customer's requirements, however, is for more granular intent analysis. For example, a single Service Request may contain multiple independent requests, such as:

• Query only (information required)
• Action only (transaction or process required)