Oracle Digital Customer Service
Use conversational interfaces, a chatbot platform, and built-in intelligence to deliver innovative support experiences at the moment customers need help. Oracle Digital Customer Service provides customers with branded self-service capabilities in their preferred channels.
Essential Strategies for Digital Customer Service (PDF)
See how you can give customers choice and convenience—while meeting their rising expectations—with a digital-first customer service strategy.
Explore Oracle Digital Customer Service
Oracle Digital Assistant
Offer the best possible support with multiple service touchpoints, actions, inputs, and selections to meet your customers’ needs in real time. Provide proactive service faster and more effectively with intelligent chat and decision automation solutions.
Customer self-service
Give your customers the fastest, most efficient self-service issue resolution—without engaging a contact center agent.
Robust intelligence
Free up customer service agents to handle escalated requests while delegating day-to-day task resolution to the digital assistant.
Automate service
Leverage the power of Oracle Digital Assistant, Intelligent Advisor, and Knowledge Management to create the perfect menu of digital options for better customer service experiences.
Digital assistant skills
Connect skills from across your company to resolve complex issues using chatbots focused on a range of tasks. Requests are automatically routed to the correct bot in the background, providing customers a seamless experience using one digital assistant.
“As an agent” routing
Gain a valuable addition to your agent pool and keep customers from having to repeat themselves. Oracle Digital Assistant automatically transfers escalated requests, including all relevant context and conversation history, to a live agent.
- What is Oracle Digital Assistant?
- Learn more about the leading-edge features found in Oracle Digital Assistant
- See how you can improve customer experience, reduce costs, and increase productivity with guided self-service (PDF)
- See how ECHO achieves 70% call deflection with a customer service chatbot in this on-demand webinar
Proactive web inlays
Give your customers opportunities to chat with a service agent or search for answers in your knowledgebase while continuing to browse your website.
Proactive and ad hoc chats
Offer live chats based on either agent availability or specific customer-led scenarios.
Customer scenario-based chats
Offer customer-initiated syndicated chats when available or specific, customer-led scenarios happen.
Survey support
Provide a post-chat survey to collect valuable customer feedback.
Answer ranking
Let visitors find their own answers easily. Use Oracle Knowledge Management to make the 10 most popular answers to customer questions available so visitors can find their own answers.
Time spent on chat
Understand the amount of time a visitor spends on a chat—including the wait time ahead of chat initiation—to identify improvement opportunities.
Customers and service agents benefit from live chat
Help agents better serve customers through proactive, digital-first customer service experiences based on their previous activity. Improve your conversion rates and increase customer loyalty.
Convenient conversation routing
Chat routing, conferencing, seamless transfer, and supervisor monitoring.
Information at agents’ fingertips
Embedded knowledge management for quick access to relevant content and in-depth knowledge articles.
Easy-to-navigate dashboard
Live chat for Oracle B2C Service is a native part of the Oracle Service agent desktop and provides easy drag-and-drop administration.
Efficient escalation
Agents need just a single click to escalate to a video chat or cobrowse session.
Advanced video chat
Create better customer service engagements with a face-to-face video service that provides the right information, advice, and guidance.
Chat-to-video escalation
Allow agents to switch from a live chat to a two-way video chat with the customer’s consent.
Bidirectional video
Create face-to-face connections between the agent and the customer with two-way video streaming.
Unidirectional video
Adapt your interactions to the situation with one-way video streaming between the agent and the customer. Only one party can see the other.
Voice call
Activate instant web callback and connect agents by voice to begin interacting with customers within seconds.
Mobile support
Let customers using live chat on mobile devices switch to video chat without disconnecting from mobile.
Text-based and social messaging
Provide customers with the ability to connect to agents through SMS text and social messaging.
Social media support
Provide service at the point of need with flexible communication options on social medial channels, such as Facebook Messenger and WeChat.
Agent console integration
Effortlessly funnel messages into your agents’ consoles for that all-important 360-degree customer view.
Knowledge Management support
Quickly link customers to needed information by sharing knowledge articles and answers through chat.
Agent productivity
Boost customer service agent efficiency by providing automated support through SmartAssistant, comprehensive knowledgebase, and SmartText.
Context and history
Provide a continuous experience every time a customer interacts with you regarding the same topic, issue, or question. All context/history is retained so that customers avoid the frustration of repeating themselves each time they reach out. Customer service agents are able to respond through the customer’s preferred messaging channel.
Unified rule definition and management
Establish proactive business rules to engage—in real time—with website visitors. Capture visitor data and invoke complex actions while inserting content and triggering events throughout the entire engagement experience.
Multisite environment support
Create and edit an unlimited number of sites for testing and analysis or distinguish some as public-facing sites, based on specified criteria.
Rules editor
Unify rule definition and management into one scalable and responsive solution.
Associate rules with sites
Discover outdated content, learn which articles are most popular, and flag bottlenecks by tracking how knowledge is authored and published.
User dashboard
Display all rules and sites to quickly identify which rules are used on which sites and their current status.
A/B testing
See how individual changes to your website impact visitors’ behavior to improve your site design and user experiences.
Integrated and standalone cobrowse
Let service agents see customers’ screens in real time to resolve issues faster, increase revenue per call, and improve web and mobile customer experiences.
Device type flexibility
Screen share using any combination of web, mobile, or desktop. Work with all types of rich online media and dynamic content.
Customer privacy protection
Assure customer privacy. Customers have control over what agents can see and do during screen share sessions.
Customer control
Put customers in the driver’s seat. Let them maintain control and terminate the cobrowse session at any time.
Analytics, reporting, auditing
Monitor and report on cobrowse session duration and agent effectiveness with the flexibility to add reporting attributes from external data sources. Audit any management configuration changes made by administrators.
Context-driven, proactive customer engagement
Provide context throughout your customers’ journeys. With provisioned assistance capabilities, contact center agents can use various contextual and interactive tools—including voice, two-way video, screen sharing, and drawing/annotating—to resolve issues faster. Make it easy for your customers to connect with you. Integrate the solution into existing mobile and web applications for a seamless transfer to an agent, along with the information needed to support next-step actions and decisions.
Modern collaboration tools
Improve the service agent experience and team collaboration with a browser-based agent portal that offers shared inboxes, queues, and customer insight views.
Telephony-to-digital integration
Enhance telephone interactions with digital experiences, such as supplementing voice communication with visual content.
Contextual-based routing
Route digital channels with flexible, customer-context–driven rules and send customers to the best-skilled agent or collaborative team queue. Agents are presented with calls that display all customer context, such as customer details, device, operating system, location, path, or current page. This information can be combined with CRM and third-party data.
Integrated insights and analytics
Capture and analyze data across digital interaction points to better understand individual and team performance and customer engagement successes with integrated reporting and analytics.
Blog: The future of customer service is digital-first service
See where today’s customer service stands and how we’re preparing to deliver digital-first experiences.
Blog: Exploring the power of predictive service
Ease your customer’s frustrations by offering service that can predict problems before they happen.
Why choose Oracle Digital Customer Service?
01Deliver a comprehensive, connected, and consistent customer service experience
Proactively reach today’s customers to provide advice, information, or recommendations—all from a single platform.
See how we’re automating customer service02Personalize each customer interaction
Provide a personal, authentic connection where all customer interactions are cohesive, genuine, and insightful.
Razer is interacting better with customers using chat and voice capabilities03Lower your total cost of ownership with conversational AI
AI-powered digital assistants provide quick access to the right answers and handle routine inquiries—freeing customer service agents to focus on more complex issues.
Take a deep dive into customer service04Deliver a new level of convenience to your customers
Be available to your customers, anytime, anywhere, and provide on-demand customer support through the channels of their choice.
See how Echo’s self-service tools increase call deflection rates
Exelon readies AI-driven chatbots for millions of customers
With the help of Oracle Digital Customer Service, Exelon launched an intelligent chatbot that reaches millions of their consumers across the east coast.
Oracle Digital Customer Service customer successes
Learn how companies like yours use Oracle’s campaign management features to succeed. Click on the logos to read their stories.
The future of customer service is digital-first service
Daniel Foppen, Director of Outbound Product Management, Oracle Advertising and CX
In the first of a series of blogs exploring digital-first service, we break down what that means for service leaders and how to get started. In the next post, we’ll explore predictive service experiences.
Read the blogResources
Best practices and resources
Find best practices and useful resources that can help you make the most of your Advertising and 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
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.
Additional information
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.
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.
Additional information
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
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.