Oracle Digital Customer Service

Deliver convenient, always-on customer service engagement using the channels your customers prefer most. Oracle’s digital customer service tools work across agent-assisted and self-service workflows, giving customers the option to seek answers on their own or speak directly to agents through live webchat, screen-sharing, video chat, or messaging platforms.

Explore Oracle Digital Customer Service

Oracle Digital Customer Service makes it easy for customers to interact directly with service teams and improves the self-service experience, providing customers with contextual advice and recommendations across the channels they prefer to use.

Customer portal

Expedite issue resolution and reduce costs by deflecting common customer inquiries to your branded, personalized self-service help center.

Build and publish with ease

Curate a branded digital service experience using Oracle Visual Builder. Use pre-built templates and low-code tools to embed capabilities and enable business objects from Fusion Service and other Oracle Cloud Applications.

Help customers help themselves

Provide 24/7 access to purchase history, product details, service requests, knowledge articles, and subscription information. Enable customers to quickly find answers, chat or talk to an agent, and schedule on-site service.

Proactively engage customers

Establish business rules to engage—in real time—with website visitors. Capture visitor data and launch actions such as inserting content and triggering events throughout the entire engagement experience.


Digital assistant

Oracle Digital Assistant provides personalized answers and executes transactions from multiple systems, just as a skilled human agent offers expert advice to resolve customer inquiries.

Self-service automation

Deliver a menu of digital service options to give customers fast, efficient issue resolution—including seamless integration with Knowledge Management and Intelligent Advisor

Add digital assistant skills

Level up your digital assistant by adding prebuilt skills from the skills library or building your own using one of the many available skills templates. Skills use a multilingual NLP deep learning engine, a powerful dialogue flow engine, and integration components to connect to back-end systems such as ERP, supply chain, and CRM.

“As-an-agent” routing

Define and launch business rules to identify which customer inquiries should be sent directly to a live human and which can be efficiently solved by an intelligent digital agent.


Text-based and social messaging

Enable customers to connect with agents on SMS text and social media channels such as Facebook Messenger and WeChat.

Preserve conversation history and context

Ensure a seamless customer experience during every interaction concerning a specific topic, issue, or question. Retain complete context and conversation history to eliminate the need for customers to repeat themselves when they engage your service team.

Support long-running, more complex inquiries

Asynchronous chat enables you to carrying over the context and history from one related interaction to the next across all communication channels

Boost agent productivity

AI-powered capabilities like SmartText and SmartAssistant help agents provide fast, relevant, consistent responses and issue resolution


Why choose Oracle Digital Customer Service?

  • Create digital-first experiences for your customers

    With Oracle Service’s automated solutions, brands can give customers the power to easily find information and answers to their questions or engage with a live person when necessary.

    See how Razer is delivering digital-first service experiences (2:59)

  • Improve your organization’s data visibility

    Oracle offers solutions across multiple applications and customer touchpoints to help businesses connect data across service, marketing, sales, commerce, loyalty, finance, and supply chain. Customers receive more personalized and holistic service experiences, as well as more immediate problem resolutions, without having to engage a company at multiple touchpoints.

    Explore Oracle Unity

  • Simplify customer service delivery

    Help agents focus on high-value interactions by providing guided assistance, next-best-action recommendations, and automation for routine processes—all from within a single desktop application. Agents have more time to focus on high-value client relationships and revenue-generating opportunities.

Digital service is redefining customer experiences

See how Johnson Controls is driving service change to benefit its customers, Accenture is mitigating risk with AI and chatbots, and Oracle Service is helping our customers and partners to fully optimize the customer service experience.

Oracle Digital Customer Service customer successes

View more customer successes

Learn how companies like yours use Oracle’s campaign management features to succeed. Click on the logos to read their stories.

Resources

Cloud readiness

Best practices and resources

Find best practices and useful resources that can help you make the most of your CX products. Whether you’re a new customer or are looking for ways to optimize or expand your implementation, you can find what you need.

Documentation

Documentation

Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle Digital Customer Service (part of Oracle B2C Service and B2B Service). You'll find all of these resources and more in the Oracle Help Center.

Cloud learning

Develop your CX skills

Oracle University provides a variety of learning solutions to help you build cloud skills, validate expertise, and accelerate adoption. Learn more about the training and certification you can rely on to ensure your organization's success.

Community

Cloud Customer Connect

Cloud Customer Connect is Oracle's premier online cloud community. Specifically designed for peer collaboration, best practice sharing, and to provide needed tools for members so they can keep pace with product strategy. In addition, members are able to provide feedback on sales cloud, marketing cloud, and service cloud solutions—directly to Oracle development.

CX Cloud Marketplace

Oracle Cloud Marketplace

Power innovation with innovative partner applications and services. Find the most comprehensive list of sales cloud, service cloud, and marketing cloud applications in the Oracle Cloud Marketplace.

Consulting and partner services

Best Practices

Customer service best practices

Customer service is all of the interaction points that a company has with customers after (and even before) they buy and use products/services. It includes digital self-service activities or assisted activities through a contact center with the purpose of offering product suggestions, troubleshooting issues and complaints, or responding to general questions. Great customer service is a competitive differentiator that promotes customer loyalty and advocacy.

Additional solutions you may be interested in

Oracle Knowledge Management

Create and publish help content

Oracle Field Service

Schedule and execute field work

Oracle Intelligent Advisor

Automate service decisions

Oracle Service Center

Contact center agent workspace

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