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.

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.