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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.
See how Oracle Digital Assistant has helped ECHO, a manufacturing company, achieve a call deflection rate of 83%.
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.
Give your customers the fastest, most efficient self-service issue resolution—without engaging a contact center agent.
Free up customer service agents to handle escalated requests while delegating day-to-day task resolution to the digital assistant.
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.
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.
Give your customers opportunities to chat with a service agent or search for answers in your knowledgebase while continuing to browse your website.
Offer live chats based on either agent availability or specific customer-led scenarios.
Offer customer-initiated syndicated chats when available or specific, customer-led scenarios happen.
Provide a post-chat survey to collect valuable customer feedback.
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.
Understand the amount of time a visitor spends on a chat—including the wait time ahead of chat initiation—to identify improvement opportunities.
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.
Chat routing, conferencing, seamless transfer, and supervisor monitoring.
Embedded knowledge management for quick access to relevant content and in-depth knowledge articles.
Live chat for Oracle B2C Service is a native part of the Oracle Service agent desktop and provides easy drag-and-drop administration.
Agents need just a single click to escalate to a video chat or cobrowse session.
Create better customer service engagements with a face-to-face video service that provides the right information, advice, and guidance.
Allow agents to switch from a live chat to a two-way video chat with the customer’s consent.
Create face-to-face connections between the agent and the customer with two-way video streaming.
Adapt your interactions to the situation with one-way video streaming between the agent and the customer. Only one party can see the other.
Activate instant web callback and connect agents by voice to begin interacting with customers within seconds.
Let customers using live chat on mobile devices switch to video chat without disconnecting from mobile.
Provide customers with the ability to connect to agents through SMS text and social messaging.
Provide service at the point of need with flexible communication options on social medial channels, such as Facebook Messenger and WeChat.
Effortlessly funnel messages into your agents’ consoles for that all-important 360-degree customer view.
Quickly link customers to needed information by sharing knowledge articles and answers through chat.
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.
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.
Create and edit an unlimited number of sites for testing and analysis or distinguish some as public-facing sites, based on specified criteria.
Unify rule definition and management into one scalable and responsive solution.
Discover outdated content, learn which articles are most popular, and flag bottlenecks by tracking how knowledge is authored and published.
Display all rules and sites to quickly identify which rules are used on which sites and their current status.
See how individual changes to your website impact visitors’ behavior to improve your site design and user experiences.
Let service agents see customers’ screens in real time to resolve issues faster, increase revenue per call, and improve web and mobile customer experiences.
Screen share using any combination of web, mobile, or desktop. Work with all types of rich online media and dynamic content.
Assure customer privacy. Customers have control over what agents can see and do during screen share sessions.
Put customers in the driver’s seat. Let them maintain control and terminate the cobrowse session at any time.
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.
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.
Improve the service agent experience and team collaboration with a browser-based agent portal that offers shared inboxes, queues, and customer insight views.
Enhance telephone interactions with digital experiences, such as supplementing voice communication with visual content.
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.
Capture and analyze data across digital interaction points to better understand individual and team performance and customer engagement successes with integrated reporting and analytics.
"Our agents take ownership of each case and incident. They worry about their customers. They communicate with them. It’s all about that relationship between the customer and our support team, and Oracle Service helps us strengthen this bond."
Global Director of Technical Services, Crestron Electronics, Inc.
Proactively reach today’s digital-first customers to provide advice, information, or recommendations—all from a single platform.
Leverage AI-powered digital assistants to provide quick access to the right answers and handle routine inquiries—freeing customer service agents to focus on more complex issues. New prebuilt, native integrations will decrease your time to market and better adapt to always-changing customer needs and expectations.
Reduce customer frustration and resolve cases faster, with or without agent engagement. Be available to your customers anytime, anywhere, and provide on-demand customer support through channels such as live chat or instant messaging.
Provide a personal, authentic connection where all customer interactions are cohesive, genuine, and insightful.
Carrie West, Sr. Product Marketing Manager, Oracle
So how does a digital assistant work? As mentioned in our recent Quarterly Update on Innovations for Advertising and Customer Experience, it all starts with the routing engine. When a user engages with your brand through their channel of choice to request something, ask a question, make an inquiry, they are sent into the service routing engine. That engine contains queues and within those queues sit both live agents and digital assistants. And then this is where it gets fun, as three customers tell us.Read the complete post
Get up to speed on the latest releases of Oracle Digital Customer Service (part of Oracle B2B Service and B2C Service) and ensure that your upgrade is successful. Review the latest features, including the innovations, capability overviews, business benefits, setup considerations, and usage tips.
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.
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 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.
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.
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.