Oracle RightNow Cloud Service November 2013 Release – A Radically Different Level of Service by JP Saunders

The November 2013 release of Oracle RightNow Cloud Service enables you to deliver a radically different level of service with the new Virtual Assistant, chat page peek, and a variety of enhancements to Agent Mobile App.

Personalize Your Service Interactions (VA)

The virtual assistant provides everything you need to give your customers the best personalized service during their online experience. It has:

  • 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 ask and truly understand HUMAN speak. Intelligence to remember (with session memory) and predict HUMAN intent (with deep NLP)
  • Deep insights, access and learning though its connectivity to data, channels and knowledge, which can be used to personalize the interaction
  • The ability to make related recommendations and offers during the transactions to boost sales

…and it does all of this while stepping customers through questions and answers, chats and forms to ensure they get to resolution or completion, as opposed to just pointing to answers.

Provide Agent with Context of Customer Journey

When a customer is shopping on your online store, we can leverage the context of the webpage they are on, the history for how they got there, the specific customer’s information, and an service agent’s availability, to intelligently prompt the customer to join a chat session or offer a call back to provide assistance. Now with new page peek functionality, service agents are provided with a rendering of the page a visitor was on when they engaged in a live agent interaction. Page peek can be configured to hide or mask sensitive data such as account numbers or credit card numbers so they are not displayed to the agent. This visual representation eliminates the need for the visitor to go into detail about what they are trying to accomplish, what problem they may be experiencing, or what product or service they may be interested in. This gives the agent instant insight and a head start in anticipating next steps necessary to resolve the visitor’s issue.

Untether from the Contact Center

An agent’s ability to adapt to the needs of customers can require them to have access to customer data and interactions when then are away from their desk, giving them more flexibility and freedom to increase their performance in delivering timely and accurate resolutions. In support of this, the November 2013 release of the Agent Mobile App includes: the ability to create and edit contacts; access to survey result history; ability to forward incidents, tasks, and answers; and the ability customize lists and other Mobile Workspaces. And all these capabilities and more are now supported on Apple’s iPhone, as well as on the IPad.

For more information on these high-value features, please watch the Oracle RightNow Cloud Service – November 2013 Release Overview or read the Oracle RightNow Cloud Service – November 2013 Capabilities and Benefits.

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