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New conversational AI capabilities enable customers to interact via channel of their of choice across the enterpriseBy Suhas Uliyar, Vice President, AI and Digital Assistant, Oracle—July 28, 2020
Call them chatbots, virtual assistants, or simply bots. Whatever the name, AI-powered conversational interfaces are becoming mainstream staples for consumers and enterprise alike. In fact, leading analyst firm Gartner believes that “by 2022, 70 percent of white collar workers will interact with conversational platforms on a daily basis.” 1 When Oracle unveiled its chatbot platform at OpenWorld 2016, it helped set the pace for automation in the enterprise. Automation is a means for increasing scale and efficiency and accelerating efforts to digital – and considering that recent global events and challenges have forced a restructuring of how we work, AI and digital assistants are fundamental to that transformation.
Oracle Digital Assistant has been solving the needs of the enterprise since 2016, and analyst firm Omdia recently noted, “By offering full integration with its software as a service (SaaS) applications, Oracle made it exponentially easier for end users to command and control the capabilities of these applications.”2
Today we are announcing a new set of updates to enhance the multilingual capabilities of Oracle Digital Assistant. These features are helping customers such as Loyola University of Chicago and communications startup Yokeru provide their users with the information they need through the channel of their choice. The new features include:
Since its introduction, Oracle Digital Assistant has offered valuable features and capabilities, including:
Chatbots and conversational AI are quickly becoming integral tools for enterprise communication and information sharing, in addition to automating traditionally manual tasks. With the new updates to Oracle Digital Assistant, we are delivering the innovative features users are seeking – such as multilingual capabilities – to further weave digital assistants into the fabric of the enterprise. As a result, customers are able to offer automation across their entire organization, using a highly secure AI-powered voice assistant that stores their business’ sensitive data in Oracle’s second generation cloud infrastructure.
1 Smarter with Gartner, “Chatbots Will Appeal to Modern Workers,” 31 July 2019, https://www.gartner.com/smarterwithgartner/chatbots-will-appeal-to-modern-workers/
2 Omdia, “Analyst Commentary: Oracle Digital Assistant democratizing Oracle apps,” Mark Beccue, Q3 2020, https://tractica.omdia.com/research/analyst-commentary-oracle-digital-assistant-democratizing-oracle-apps/
“With more than 17,000 students demanding more timely, more modern engagement, we established a five year plan to advance the Loyola Digital Experience (LDE) strategy. The Transformational Theme of LDE includes leveraging artificial intelligence (AI) and deployment of ‘LUie,’ an AI digital assistant running on the Oracle Digital Assistant with automation and integration from IntraSee,” said Susan M. Malisch, VP & CIO, Loyola University of Chicago. “LUie currently provides hundreds of answers to common questions. Early results have been great with initial accuracy rates of 86%. Feedback has been encouraging with 91% positive comments and we are now looking to broaden LUie to handle even more questions for more audiences. We’re excited about LUie’s future potential.”
“Throughout the COVID-19 pandemic, millions self-isolated to protect their health and the wellbeing of the community – but for many, the extended period of self-isolation resulted in negative impacts on mental and physical health. In response, Yokeru developed an AI-enabled call centre to contact and identify vulnerable members of the community using the phone line,” said Monty Alexander, CEO, Yokeru. “Through Oracle Digital Assistant and Oracle Autonomous Database, we were able to rapidly develop this system to enable the London Borough of Hammersmith and Fulham to monitor 9,000 Shielded households – resulting in the elimination of over 100 working days of traditional call centre time. The flexibility of Oracle's software on the underlying Oracle Cloud Infrastructure is incredible, and we’re looking forward to understanding how we can develop this technology to support our community in the future.”
“In eight days Oracle built and delivered two applications,” said Jerry Moore, CIO, State of Oklahoma. “Not only was this an impressive feat, but showed Oracle’s commitment to helping us and our communities run more smoothly in this difficult time.”