Humanizing the Digital Service Experience by JP Saunders
By Tuula Fai on Dec 04, 2013
What if you could take your best Sales Rep, your best Service Rep, and your best Support Rep, fuse them into one person, and assign that person to each of your customers for truly personal service? Now you can with the Oracle RightNow Virtual Assistant Cloud Service, released in November 2013! The Virtual Assistant provides everything you need to offer your customers the best personalized service during their online experience.
A custom branded face that can be tailored to appeal to your segment.
The foresight to know when to engage proactively and when to be on standby ready to assist on request
Robust, human-like conversational and language capabilities to truly understand and respond in HUMAN speak
Intelligence (with session memory) to remember and predict HUMAN intent (with deep Natural Language Processing)
Deep insights, access, and learning through its connectivity to data, channels, and knowledge to personalize the interaction
The ability to make related recommendations and offers during transactions to boost sales
The ability to know when to hand you off to the right channel (like chat or phone) based on the customer’s value and your agent’s availability
AND … it does all this while hand-holding customers through questions and answers, chats, and forms to ensure they get to resolution.
For more information on how a virtual assistant can help you deliver a radically different level of service to your customers, check out the demonstration of the Oracle RightNow Virtual Assistant Cloud Service. To learn more about the Oracle RightNow Cloud Service November 2013 release, you can read the Oracle RightNow Cloud Service November 2013 Capabilities & Benefits data sheet or view the Oracle RightNow Cloud Service November 2013 Overview recording.