Watch how we achieved containment rates of 15% to 19%, shortened agents’ handle times, facilitated smooth handovers to live agents when required, and monitored customers’ intents to enable machine learning (ML) and analytics, together with enhanced UI design and flexibility.
Watch this on-demand webcast to discover how ECHO realized an 70% call deflection rate answering customers’ questions with Oracle Digital Assistant. ECHO has seen exponential growth in return-on-investment savings, resolving an increasing number of chats without the use of live agents.
Learn about the next-generation NLP differentiators in Oracle Digital Assistant, including combining the use of proprietary and open source contextual embeddings, advanced deep-learning architectures, efficient utilization of the CPU and graphics processing unit (GPU), and multilingual and cross-lingual usage with few-shot and zero-shot learning.
Patented deep learning algorithms understand a user’s natural conversation, derive intent and context, and build memory from user behaviors in multiple languages.
Businesses can connect applications and consolidate conversations into a single unified interface. Simple tools can help developers create custom skills.
Ramp up fast with a library of common interactions and integrations with your current Oracle applications.
Digital Assistant is a platform for creating conversational interfaces or chatbots. A chatbot is a computer program that simulates and processes human conversation (written or spoken), allowing humans to interact with applications and data as if they were communicating with a real person.
Developers assemble digital assistants from one or more skills. Skills can be based on prebuilt skills provided by Oracle or third parties, custom developed, or based on one of the many skill templates available. Digital Assistant routes the user’s request to the most appropriate skill to satisfy the user’s request. Skills combine a multilingual NLP deep learning engine, a powerful dialogue flow engine, and integration components to connect to back-end systems. Skills provide a modular way to build out your chatbot’s functionality. Users connect with a chatbot through channels such as Microsoft Teams or Facebook or via a chat bubble on your website or embedded inside your mobile app.
Oracle Digital Assistant allows enterprise organizations to significantly reduce internal and external interactions, enabling cloud-based, AI-driven efficiencies.
Oracle has developed a very strong conversational AI offering over the past five years.
A differentiator for ODA is that a business process engine sits beneath it and is tightly integrated to perform tasks emerging from the conversation.
Support key talent management processes and reduce administrative strain by proactively sending reminders for employees to complete goals and provide performance feedback. Managers can speak to the digital assistant to quickly review employee files, provide timely feedback, and add important notes to ensure fair performance reviews.
Simplify customer acquisition and retention with AI and natural language understanding. Based on profile and context, Digital Assistant automates tasks, such as informational queries and personalized recommendations, and access to knowledge bases. This gives both customers and internal sales teams seamless access to information and processes through text and voice.
Gain improvements in expenses, logistics, projects, and enterprise performance management. Get work done faster with instant responses to questions, recommendations for next steps, and quick analysis of critical tasks. Access real-time information across applications and move the business forward.
Martin Jarvis, Oracle Digital Assistant, Product Management
In Oracle Digital Assistant release 22.02, we have upgraded the client SDKs (Android, iOS, web) to a new look and feel for the UI, based on the Redwood theme. The SDKs also support adding customized client responses to handle any processing delays in Digital Assistant.
In addition, we have augmented Insights to track deflection rates and chat handle/wait times for the live agent transfer scenario.Read the complete post
Learn how to work with skills and templates within the Oracle Digital Assistant console.