Oracle Service
Our customer, Julia, is a facilities manager who has a question about a product she’s purchased. She visits the Supremo HVAC website for more information.
How would you like to continue this tour?
Click through
Video
When the information is provided, the digital assistant can search customer information and purchase history, offering relevant details.
Why Oracle?
Powered by AI, Oracle’s prebuilt, customizable digital assistant seamlessly integrates with other call center apps to automate great customer experiences.
Why Oracle?
Only Oracle Intelligent Advisor can deliver personalized advice tailored to the customer and features natural language processing with adaptive decisioning.
Why Oracle?
Only Oracle Knowledge Management natively and contextually offers knowledge everywhere, in any environment, on any page, within any app, or across any device.
Now experience a seamless handoff to a live agent.
The customer experiences a seamless handoff to you, the service agent. Instantly showing you the full digital assistant transcript in the B2B console with a consolidated history thread.
To answer Julia’s question, you’ll need to ask internally for help.
Why Oracle?
Oracle’s agent assistant and console help speed case resolution by displaying all relevant information in a scrollable thread.
Post Julia’s question in the #inventoryhelp Collaboration tool.
Click “Send”
Collaboration dialogue is appended into a conversational thread within the agent console, and now you can quickly update Julia with the good news from your colleague.
Nice work! The customer is satisfied and the order can be fulfilled.
A few days later, Service Monitoring for IoT notices an electronic sensor in Julia’s newly installed air filters is nearing failure.
This triggers a ticket in the service system, which automatically appears in the Service Center.
You unsuccessfully try to remotely reset the asset, then escalate to the field service team and schedule a service appointment.
Click date to schedule appointment
Your field technician gets an alert on their phone.
Click to open notification
Looks like this is an urgent need.
Your customer, Julia, receives an email confirming the appointment date. She can follow the service truck in the ‘Where’s my Technician?’ app.
Why Oracle?
Extend “Where’s my technician?” capabilities with Oracle Digital Assistant to enable bi-directional interaction between customers and agents to automate simple inquiries.
Success
The field service technician was able to fix the air filters and your customer, Julia, is satisfied. Nice work!
Now that you’re an Oracle Service expert, discover what else it can do for your business.
