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常見問題
Oracle Intelligent Advisor
Oracle Intelligent Advisor helps service agents deliver the right advice to every customer. This decision automation solution empowers business users to configure rules, ensuring that responses are consistent and transparent to deliver efficient, personalized, and intelligent customer service.
See how Oracle Intelligent Advisor can help you.
Explore Intelligent Advisor
Self-service advice capabilities
Let customers efficiently help themselves resolve both simple and complex issues.
Personalized assistance
Provide personalized advice tailored to each person using intelligent online interviews.
Conversational support
Enrich conversational experiences through chats and chatbots.
Efficient records management
Embed an Intelligent Advisor interview within the body of a knowledge article to provide dynamic and personalized scenarios for customers and service agents.
Advice and rule authoring
Give business users the power to configure advice, either through a web browser or a desktop development tool.
Natural language support
Equip business users to establish and manage rules—without the need to engage a programmer.
Intuitive designer
Design intuitive and exceptional customer experiences (CX).
Browser-based rule authoring
Easily create and deploy decision-making services in a web browser, eliminating the need to install and manage a desktop development tool. Centralize the custom application logic and easily share decision-making rules with stakeholders.
Collaboration
Collaborate across your entire business, allowing multiple authors to write rules for interviews and decision service projects.
Customer service agent guidance and advice
Support your contact center agents in providing consistent and personalized advice and decisions across all channels, in any language.
Quick decision-making
Empower agents to quickly make decisions and decrease the need for escalation.
Easily resolve calls
Give service agents the means to easily handle all customer calls—from simple to complex.
Advice analytics and insights
Understand and improve customer experience through channel interviews and decision analytics.
What-if analysis
Leverage what-if analysis to assess the impact of changes in legislation, policies, or regulations on your customers.
Gain better customer insights
Understand which rules drive better customer experiences.
Automated decision services
Easily integrate automated, intelligent decision-making into your existing systems, processes, and workflows.
Connect to any app
Seamlessly connect with your existing applications to perform high-volume calculations and scale decision-making.
Automated decisions
Automate decisions and complex calculations with service workflows and batch processes.
Transparent decision compliance
Ensure company compliance by transparently recording and explaining the advice given and decisions made.
Detailed decision reporting
Discover insights into your customers’ journeys and determine compliance with your business standards using accurate and reliable analytics and reports.
Record and explain decisions
Provide detailed explanations for automated decisions.
Oracle Intelligent Advisor customer successes
Many of the world’s leading businesses use Oracle Intelligent Advisor to build a better customer experience.
Prince’s Trust UK revolutionizes how they reach out and assist youth with Oracle Intelligent Advisor
Key benefits—Intelligent advisor
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Improve customer service levels
Deliver next-generation individualized service with consistent, automated advice and decisions.
How to provide unique customer service experiences with Intelligent Advisor
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Drive cross-channel consistency
Provide consistent guidance and decision-making through your self-service channels, call center, and partner channels.
The role of automated, intelligent advice in smarter, omnichannel B2C customer service
How automated, intelligent advice and decision-making connects the service experience for B2B buyers
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Increase efficiencies and enable transparency
Reduce queries, while maintaining consistency and transparency, by presenting detailed explanations for automated advice and decisions.
How Intelligent Advisor helps businesses be agile to handle any situation
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Gain greater visibility into the impact of changes
Easily understand the impact to customers when rules, laws, and regulations change.
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Ensure compliance with business standards
Maintain proper audit trails and track all advice and decisions to guarantee that they are compliant with your business standards.
Can Intelligent Advisor Be Used for Simple Data Collection?
Fiona Guy, Senior Principal Product Manager, OracleWhen collecting data using Intelligent Advisor, anything that an agent can use—such as decision guidance, prohibited decisions, generated documents, and decision letters—can all be calculated and saved with the data collected. Therefore, the agent who eventually handles the service ticket has opportunity to make a fair, accurate, and legally compliant decision.
Read the complete postResources
Release readiness
Get up to speed on the latest releases of Oracle Intelligent Advisor (for both B2B 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.
Documentation
Oracle offers a wide range of documentation, videos, and tutorials that will help you learn more about Oracle Intelligent Advisor (for both B2B and B2C Service). You'll find all of these resources and more in the Oracle Help Center.
Additional documentation and tutorials
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. Members also provide feedback on sales, marketing, and service cloud solutions directly to Oracle development.
Additional information:
Develop your Cloud 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.
CX Cloud Marketplace
Power innovation with innovative partner applications and services. Find the most comprehensive list of sales, service, 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 to offer product suggestions, troubleshoot issues and complaints, or respond to general questions. Great customer service is a competitive differentiator that promotes customer loyalty and advocacy.