The Knowledge Gap to Deliver Resolution OMBP aims to empower agents to resolve issues using

knowledge resources. AI/ML enhances this by assisting issue resolution and suggesting potential

solutions to service agents.

Suggested Solutions: AI analyzes case details and historical data to recommend relevant resolutions

in real-time, reducing agent search time and improving accuracy.

This boosts productivity by streamlining the resolution process and minimizing manual effort.

Option A (Automated Articles): Generating articles is useful, but manual searching negates

productivity gains.

Option B (Segmentation): This applies to marketing, not service resolution.

Oracle Fusion Cloud CX Service documentation, such as "Oracle AI for Fusion Applications,"

emphasizes AI/ML’s role in resolution assistance for agent efficiency.

Reference: Oracle AI for Fusion Applications (docs.oracle.com), Oracle Fusion Cloud CX Service

Guides.