Email is regularly used in service and support ticketing systems. Emails are often manually sorted or identified using pattern recognition techniques before being passed on for resolution by technical support or third-party services. The process can be time-consuming, labor-intensive, and error prone.
In this solution, we’ll build a tool designed to automatically analyze, identify, and triage emails in multiple accounts. Using the AI in Oracle Cloud Infrastructure (OCI) Language, we’ll create and train a custom model to recognize relationships between named entities and human-written text. Once trained and set up as a regular REST service through Oracle Integration Cloud, the AI can act as a digital assistant, helping to understand the original intention in the email and providing a relevant response.
With this automated solution, developers can design workflows to trigger business processes or service requests as needed. As such, inbound emails can receive an accurate and timely response, helping to improve business outcomes.