Service
You are the Customer Support Manager for Supremo Coffee. It’s your responsibility to resolve any support issues quickly, and keep your customers satisfied with your products.
You have partnered with Oracle Service to ensure that you have the right tools to make every customer interaction matter.
Click through
Video
Sofia, a customer of Supremo Coffee, has questions about recently purchased products. She visits your website and clicks on the chat window.
Once the customer enters their name and email into Oracle Digital Assistant, the bot can search for customer details like purchase or service history.
Why Oracle?
Oracle’s open, cloud-based platform makes it easy to deploy the digital assistant across all areas of your enterprise and integrate with other call center apps.
The bot provides knowledge articles based on customer requests.
Oracle Knowledge Management delivers relevant responses and articles to answer questions and aid in service resolution across channels.
The bot can automatically ask questions to capture important customer service details and determine the best ways to automate service.
Why Oracle?
Oracle Intelligent Advisor can deliver personalized advice through a series of branching questions using natural language processing.
After Sofia has answered questions to confirm that her purchase is eligible to return, the bot provides a return label.
Why Oracle?
Oracle can deliver items, such as shipping labels and other highly useful content, all within the chat screen itself.
Sofia is seamlessly handed off to you, the Customer Support Manager.
You instantly see the full digital assistant transcript in the agent console with a consolidated history thread.
You can start a live “video chat” directly with Sofia to demo another coffee grinder she may like.
Click video chat icon
After seeing the agent show several coffee grinder options on live video, Sofia agrees to purchase one.
Over the next few days…
Sofia receives her new espresso machine and uses the knowledge article that the digital assistant intelligently surfaced to help her install and connect it to her home network.
Using IoT, we can monitor Sofia’s machine remotely and alert her if the machine needs service. Marketing can use the same IoT data to send reminders and relevant offers to help her maintain her appliance.
Sofia has had her espresso machine for over six months when IoT monitoring detects an issue with the boiler pressure and automatically triggers an alert.
Supremo Coffee ServiceCare Alert (SR #00521): We’ve detected an issue with your PerfectCup Premium Wall Espresso Maker…
With her extended service subscription, Sofia instantly receives a text message indicating that there is an issue with her coffee machine.
Sofia receives the automated alert notification and responds.
The digital assistant connects the service scheduling application to present the best available dates and times to have a service team member look at her machine.
As the appointment nears, Sofia receives another message with a link to view and track Amir, the Supremo Coffee service team member, on the way to her home.
Why Oracle?
Automate simple inquiries and enable interaction between customers and field agents with Oracle Field Service’s native “Where’s My Technician?” capabilities.
Service with a smile
Using the IoT monitoring data to guide his inspection, Amir quickly identifies and resolves the issue. He debriefs Sofia and captures all the signatures required to complete the service order on his tablet.
Sofia enjoys an afternoon latte while she submits the customer feedback survey, which was sent to her mobile phone from Supremo Coffee’s field service application.
Nice work!
Sofia is satisfied with her service experience. Thanks to your hard work, Supremo Coffee delivered a proactive and personalized service experience.
Now that you’re an Oracle Service expert, discover what else Oracle can do for your business.
