Oracle Digital Customer Service

Oracle Digital Assistant

Offer multiple touchpoints, actions, inputs, and selections to meet customers’ needs in real time with the best possible support. Provide proactive service faster and more effectively with intelligent chat and advisor solutions.

Customer self-service

Provide your customers the fastest, most efficient issue resolution without engaging an agent.

Robust intelligence

Free up agents to handle escalated requests, while delegating the day-to-day resolution of tasks to the digital assistant.

Automate service

Leverage the power of Digital Assistant, Intelligent Advisor, and Knowledge Management to create the perfect menu of digital options for better customer service engagements.

“As an agent” routing

Gain a valuable addition to your agent pool. Have Oracle Digital Assistant transfer escalated requests to a live agent, with all the relevant context.

Seamless handoff

Seamlessly transfer escalated requests to a live agent, passing along all relevant context, so customers never need to repeat themselves.

Proactive web inlays

Give your customers opportunities to chat with an agent or search for knowledge while continuing to browse on your website.

Proactive and ad hoc chats

Expand customer engagement by offering 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.

Top answers

Let customers find their own answers easily. Use Oracle Knowledge Management to make your 10 most popular answers to customer questions available to your customer ecosystem.

Time 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.

Real-time live chat

Address your customers’ needs at any time, on any channel. Provide the option to contact and chat with a service agent using highly configurable and easily deployed chat rules.

Multiple interface routing

Allow agents to easily accept customer chats coming from different interfaces.

Connect web visitor history to contacts

Build more complete visitor profiles and better understand their needs using contextual browser information and page data.

Streamlined agent dashboard

Improve agents’ chat experiences and efficiency with a streamlined chat interface.

Off-the-record messages

Ensure customer privacy by allowing them to send messages off-the-record. Agents can see the message and respond, but the text is not stored in the database.

Advanced video chat

Create better 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

Seamlessly funnel messages into your agent’s console to help build a 360-degree customer view.

Knowledge Management support

Quickly link customers to needed information by sharing Knowledge Management articles and answers through chat.

Agent productivity

Improve agent efficiency by providing automated support through SmartAssistant, Knowledgebase, and SmartText.

Unified rule definition and management

Dynamically deliver the best experiences through a series of rules-based controls and site definitions to identify common context clues.

Multisite environment support

Create and edit an unlimited number of sites for either internal testing or to set criteria to distinguish between public-facing sites.

Rules editor

Simplify the process of designing, testing, deploying, optimizing, and measuring your website’s rules’ impact.

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

Allow agents to see customers’ screens in real time to resolve issues faster, increase revenue per call, and improve web and mobile customer experience.

Device type flexibility

Screen share with any combination of web, mobile, or desktop. Work with all types of rich online media and dynamic content.

Customer privacy protection

Assure customer privacy by empowering customers to control what agents can see and do during screen share sessions.

Customer control

Put your customers in the driver’s seat by letting them maintain control and terminate the cobrowse session at any time.

Analytics, reporting, auditing

Monitor and report on session duration and agent effectiveness, with the flexibility to add reporting attributes from external data sources. Audit any management configuration changes made by administrators.