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August 2013

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Q&A: Former Inquira CTO Nav Chakravarti on Latest Oracle Knowledge Management Release

As CTO at Inquira and now Vice President of Product Management for Oracle Knowledge Management, Nav Chakravarti has long been at the forefront of the field of knowledge management. We asked Chakravarti to discuss innovations in the newly released family of Oracle Knowledge products—release 8.5.1 and how knowledge management fits into Oracle's larger customer experience strategy.

Q. Why are the Oracle Knowledge products such a critical component of Oracle’s larger CX strategy?
A. Very simply, we look at the lifecycle of customer experience in two categories, buy and own, and the steps that a customer takes in each of those. The complexity of this picture is driven by the emergence of new technologies and interaction channels, which have increased customer access and expectations. Companies must focus on excellence in each of these areas to build profitable, long-term, continuous relationships with their customers.

Providing the best answer or most-relevant information to a customer at the time of need truly defines the difference between success and failure within the customer experience lifecycle. Oracle Knowledge products are focused on delivering the right answer every time, across all the interaction channels customers demand today.

For example, let’s look at a simple process such as selecting a new Bluetooth headset. The first step of the process is to research the different options for purchase. During this phase, you might consult an FAQ about the compatibility of the headset with your mobile device. During the purchase process, you might have a question about the warranty. Once you have the product in hand, you may need instructions on how to pair the headset with your mobile phones. And if you have a problem, you will want to check out a problem solution description to help solve it.

Q. If you were to give one piece of advice to an organization looking to enhance knowledge management capabilities, what would it be?
A. Remember that knowledge management has a complete lifecycle and is not a one-time effort. Knowledge must be continuously monitored and improved in order to stay relevant. That means you need a solution with a complete set of capabilities to support each phase of the lifecycle.

You need tools for content creation—whether authoring from scratch or leveraging existing information from alternative sources, such as communities. You also need to deliver knowledge in an interactive fashion to make sure it is accessible—via search, navigation, or guided interaction (or sometimes all of these). Then you need to incorporate collaboration tools into these interactions, whether it is for gathering feedback or creating missing knowledge. Finally, you need the tools to analyze the effectiveness of knowledge across all sources, and the ability to make ongoing improvements.

Q. What differentiates Oracle Knowledge products from competitor offerings?
A. Oracle Knowledge products have many differentiators, but two things really separate them from the pack. First, Oracle's exclusive, patented natural language processing technology grasps user intent and leverages this insight to deliver relevant content.

Second, only Oracle delivers this key technology together with a complete and integrated set of solutions that crosses the entire knowledge management lifecycle. That includes advanced content authoring and workflow, industry dictionaries in multiple languages, applications to power knowledge self-service, analytics for deep insight into knowledge gaps and delivery effectiveness, and prebuilt connectors and robust APIs to deliver knowledge into existing applications, including customer relationship management desktop applications.

Q. Briefly tell us about some important new features in release 8.5.1 of Oracle Knowledge products.
A. Here are some of the features I am most excited about.

  • Prescriptive knowledge delivery for increased consistency and efficiency
  • Improved language support for expanded global reach
  • Increased speed and scale for improved customer experience
  • Rearchitected analytics for improved stability and performance at scale
  • Support for Oracle tools and platforms to speed and simplify deployment and maintenance

Get more information about Oracle Knowledge 8.5.1 products.

Watch a webcast to learn more about knowledge centered support.

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