In the ever-evolving realm of cloud computing, accessibility to accurate and timely information is essential for user satisfaction and efficiency. Oracle Observability and Management (O&M) customers can now use the newly launched OCI Generative AI powered Oracle Support Digital Assistant, that is built using the Generative AI Agents Retrieval-Augmented Generation (RAG) service.
Oracle Support Digital Assistant enhances customer experience
Unlike a traditional chatbot, the Oracle Support Digital Assistant uses cutting-edge retrieval-augmented generation (RAG) technology for enhanced accuracy and reliability and uses vectors to capture every important detail and topic from the O&M documentation. Access the Digital Assistant from the top Help menu, and then click on the “Request help” button. Engage in natural human-like conversations, dynamically retrieve relevant information from our extensive documentation, and get an instant and a precise response.
The Digital Assistant eliminates the need to manually search through the O&M documentation, and provides with quick, accurate answers directly within the OCI console interface. In addition to the answering the query, it also provides references and links to exact sections of our comprehensive product documentation.
Interact with the Digital Assistant with follow-up questions, provide your feedback using the thumbs-up and thumbs-down icons, or even request a chat with a live agent. This would significantly enhance the experience by offering immediate solutions for even the most intricate queries. This saves time and boosts productivity and satisfaction.
The Power of Retrieval-Augmented Generation (RAG)
RAG represents a cutting innovative approach in natural language processing (NLP), that enhances the output of large language models (LLMs) by incorporating well defined knowledge source.
All O&M documentation was fed into the RAG system. The ingested documents convert into numerical representations called embeddings using specialized machine learning models. The embeddings capture the core meaning of the content and the embedded documents were indexed and stored in a vector database, which organizes the data to optimize retrieval.
When a question is submitted on the Digital Assistant, the RAG system performs a relevancy search. It converts the question into a vector representation and matches it with the vectors in the database. This process identifies the most relevant documentation related to your question. The retrieved relevant information is used to augment the question. The augmented prompt, which now includes both the question and the relevant retrieved information, dispatches to the LLM. The LLM uses this combined input to generate a response that is the most accurate and contextually relevant.
RAG offers several advantages over conventional large language models (LLMs):
- Dynamic Information Retrieval: RAG integrates with our extensive O&M documentation to fetch up-to-date and relevant information instantly.
- Contextual Understanding: It understands the context of the questions more deeply, allowing it to generate responses that are tailored to specific needs.
- Enhanced Accuracy and Relevance: By retrieving information from O&M documentation, RAG prevents hallucinations, and the responses are not only accurate but also relevant, significantly improving user satisfaction. Read more about RAG in this article.
OCI Generative AI powered Oracle Support Digital Assistant “How-to” Video
In conclusion, the Oracle Support Digital Assistant will provide O&M customers enhanced customer support and satisfaction. Harnessing the power of RAG provides you with efficient and quick access to information from our documentation, empowering you to use O&M Cloud services with confidence and ease.
Review the video below to see how Oracle Digital Assistant works and familiarize with how you can apply this in your daily O&M use.
Resources:
- Observability and Management in the Cloud
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