This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Module | Feature | Notes |
|---|---|---|---|
| 17 FEB 2023 | Created initial document. |
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Column Definitions:
Report = New or modified, Oracle-delivered, ready to run reports.
UI or Process-Based: Small Scale = These UI or process-based features are typically comprised of minor field, validation, or program changes. Therefore, the potential impact to users is minimal.
UI or Process-Based: Larger Scale* = These UI or process-based features have more complex designs. Therefore, the potential impact to users is higher.
Features Delivered Disabled = Action is needed BEFORE these features can be used by END USERS. These features are delivered disabled and you choose if and when to enable them. For example, a) new or expanded BI subject areas need to first be incorporated into reports, b) Integration is required to utilize new web services, or c) features must be assigned to user roles before they can be accessed.
| Ready for Use by End Users Reports plus Small Scale UI or Process-Based new features will have minimal user impact after an update. Therefore, customer acceptance testing should focus on the Larger Scale UI or Process-Based* new features. |
Customer Must Take Action before Use by End Users Not disruptive as action is required to make these features ready to use. As you selectively choose to leverage, you set your test and roll out timing. |
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|---|---|---|---|---|---|---|
| Feature |
Report |
UI or |
UI or |
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A reputation for excellent customer service can differentiate the brand and drive revenue. Oracle Digital Customer Service helps organizations earn that reputation by transforming online web service into a highly interactive customer experience.
Web Chat for Service enables rich conversational and intelligent assisted service experiences. The new web chat widget can be easily branded and added to your websites using Engagement Engine, a point and click interface.
- Chat Automation: Oracle Digital Assistant can be easily added to your CX Service deployment as a configurable channel (DA as Agent)
- Live Chat: Offer Live Chat support to your users, or allow for seamless transfer from a Bot to Agent with full transcript depending on your use-case
- Personalized Experience: Enable contextual experiences to driver higher levels of engagement
Simplified Deployment:
- Single tag deployment for Engagement Engine, set up Web Chat parameters in Engagement Engine to configure and brand the Web Chat widget
Simplified Administration & Branding:
- Easily configure chat in B2C Service for a consistent experience across chatbot and live chat
- Centralized administration of the web chat widget while maintaining complete customization options through a point and click interface
Business Agility:
- Easily meet changing business requirements while enabling highly personalized user experiences
Steps to Enable
- Request the “Web Chat” feature for your Engagement Engine Account
- Create a new Web Chat configuration in the Settings area of Engagement Engine
- Set the “connection“ to your B2C Service test site
- Create a new Rule in Engagement Engine to ”load Web Chat widget” on your test site
- Configure and test connection to DA as Agent
- Test Agent Transfer
- Within Engagement Engine, customize the look and feel for your new client experience
- When comfortable, modify existing rule to load Web Chat on the page
- Deploy to your test site
- After full testing, update the Rule on your Production Site
Tips And Considerations
The Web Chat widget is configured through Engagement Engine which comes with your B2C Service SKU.
If you want to enable DA as Agent, you need to be licensed for Oracle Digital Assistant where you configure the DA as Agent skill and set up the agent channel. You also need to create a profile, a user, a queue and routing rules in B2C Service for DA as Agent.
Key Resources
- Oracle B2C Service documentation
- Oracle Engagement Engine documentation
- Using Oracle Digital Assistant documentation