We are very pleased to highlight few features from our 24C release to everyone!
This blog covers the great work done by all our colleagues (One Oracle team) by collaborating with customers and partners.
Numerous new features and enhancements, including several exciting “customer requested features.” are available in 24C. Our focus was and is to have the Customer First mindset through ROI realization, Innovations, shorter time to market, and helping customers grow, modernize, and drive efficiencies by delivering end-to-end automation. #bettertogether…
Our features are based on following personas, their experience, and productivity:
- Administrator Experience
- Agent, Supervisor / Employee Experience
- Customer Experience
- Developer / Data Scientist Experience
Roadmap strategy through service personas.
There are some really exciting features focused on the Agent persona, “Agent Experience”, in 2024, as we introduce Artificial Intelligence at the right point of need! Oracle B2C Service is dedicated to opening up options for your contact center to surface AI for your agents “driven by your choice of AI Services“. We are concentrating on “Agent Suggestions”, “Agent Insights” and “Translations” features powered by Oracle AI Services and BYOL. (Bring Your Own License/ LLM).
This blog would highlight the features of every persona listed above.
Administrator Experience:
Automation & Enhanced Business Rules (EBR): We have added “Exit Function” in EBR module as this was a common request from many customers.
Business rules with exit function
Element manager and DLP have been enhanced as well. The SUM (Service Usage Metrics) module has been enhanced to have a new email alert template. We look forward to your feedback on this.
Standard Text Editor is available in Browser UI 24C release. Previously, admins and supervisors would need to log into the .NET Console to create content for standard text. This feature will allow users to create or edit standard text content with agent browser UI. We will be adding a few more interesting use cases in this area. 🙂 – Please let us know your comments/requirements in this area. We are listening…
Support for multiple PHP Versions: We have added support for PHP 8.3 in 24C release. Please leverage the newer PHP version for your new customizations! 🙂
PHP version dropdown in CPM Editor and Customer Portal Admin Page
Agent, Supervisor and Employee Experience:
AI Panel: Agent Insights panel now supports HTML images, to help agents to take quicker actions.
Agent Insights Panel
Infolet Dashboard: We have added two new infolet dashboards that presents easily consumable data in a visually pleasing layout. Agent Overview and Service Overview Dashboards.
Infolet Dashboards
The current tech world is all about AI here to improve productivity, and we have two exciting features to help agents to solve the tickets faster.
Chat Translation: Automated language translation is now available during live chat sessions. Agents will receive messages in the language set on the interface, and customers will receive responses in their preferred language. This feature will also be available via an early adopter process and leverage OCI Language Translation APIs. In the 24C release, language translation has also been designed to allow other translation services to drive the productized user experience. i.e., BYOL (Bring Your Own License) for translations.
Chat Suggestions: The initial release of our chat automated-response suggestions will be available as an early adopter feature. The feature will provide real-time suggestions for the agent in the engagement panel based on the last response received from the customer. The feature will be initially available based on the integration with Oracle Digital Assistant (ODA). However, there will be the ability to use OCI and non-Oracle AI services without the ODA in subsequent releases to drive the user experience.
Additionally, the chat module has been constantly enhanced as per customer requests. In this release, we have added one interesting feature that allows the chat panel header to be configured with color codes during the chat wrap-up. This will help agents to differentiate between the multiple chats in hand. Another feature is that the chat transfer queue can be configured by profile. It will also help to enhance the efficiency for agents transferring chats by reducing the number of queues to choose from.
Chat wrap-up UI
Developers and Data Scientist Experience:
Service Health Metrics: In 24B, we released a new REST API endpoint that our customers can utilize in order to understand the overall “health” of the B2C Service system and some of its underlying features. In this release, 24C, we are adding a few more metrics like chat service info, latency info, etc.
Service Health Metrics
Event Delivery Service: Event Delivery Service pushes create, update, and delete events to following end points that can then be consumed by the integrator.
- Oracle Integration Cloud (OIC)
- Microsoft Azure Event Hub
- OCI Streaming Services
Event Services
You have options to choose the objects for which the events should be propagated to your desired end-points as mentioned above. Our OIC adapter has been enhanced as per newly available features within OIC Gen 3 framework.
External Objects & Integrations: We are getting good feedback on External Objects feature. External Object feature has been enhanced to support “External Integrations”, like various BYOL end points.
Customer Experience:
We have added many new features to our Web Chat for Service (WCFS), and Oracle Digital Assistant (ODA) integrations. 24C release has many cool new features. 🙂
The Web Chat for Service component continues to expand its no-code customization possibilities by allowing custom icons to be leveraged for avatars and system messages, as well as allowing for the name that is used to represent the agent to be customized, providing additional privacy options.
WCFS UI
Just to highlight a few in this area:
- Proactive chat invitation & support for multiple bots
- Fully or partly mask sensitive information
- Header and footer in pre-launch form
- Display and customize bot name
- Draggable chat window and dynamic widget position
- End conversation improvements
- Configure post conversation message buttons
. WCFS: Enable Post Conversation Message feature
We request you to uptake, and adapt the behavior of WCFS to your desired customer experience. Please let us know, whatever help is needed here.
Where do we find more info?
24C release documentation
Challenges with QR Code? No worries… What’s new detailed doc is here: 24C – What’s new? and watch the highlights demo here.
Wrapping up here, and for any questions, please feel free to reach us via: ama_service_cloud_ww_grp@oracle.com
We are all set to meet customers and partners next week during our Oracle Cloud World (OCW), 2024. Looking forward to seeing everyone and looking forward to have good conversations around Service Cloud.