A few months ago, I was in the middle of renovating my kitchen. I’d purchased all of the appliances online from a big box retailer, but when it came time to install the stove, I realized that I never received the connector to hook it up to the gas line. I did what many Gen Xers do—I opened my iPad, went to the store’s website, and clicked the “Live Chat” button.
After a few quick questions to validate my identity, the digital assistant found my order number and had me confirm which item I was contacting them about. When I indicated it was the stove, the bot recommended a set of accessories that might be relevant, including the gas connector. It then verified the correct part was in stock and could ship overnight to arrive in time for my installation to proceed on schedule. Simple, quick, and all seamlessly completed through automation.
As we discussed in our recent Quarterly Update on Innovations for Advertising and Customer Experience, it all starts with the routing engine.
When a user engages with a brand through their channel of choice (Facebook, mobile, SMS, etc.) to make a request, question, or inquiry, it goes immediately into the service routing engine. That engine contains queues, and within those queues sit both live agents and digital assistants. Based on the nature of the question, the routing engine automatically determines in real time whether a bot can suitably resolve the question or the customer needs human expertise.
With Oracle Service, you can also augment the routing engine with data, including intelligence about a customer and the data master, as well as their purchase history. You can even define rules around how to treat specific customer segments. If, for instance, the routing engine recognizes a high-value VIP, it can intelligently route the customer to a live agent for a white-glove experience, including the appropriate type of engagement, such as live chat, cobrowse, or even video chat.
Both human assistants and bots have access to the knowledge, guides, decisions, and other tools to solve a customer’s needs. And Oracle Digital Assistant can instantly access all the information and account history for your customer, in one place, to serve them best.
Here are just a few of the customers we’ve worked with to automate their service through digital assistants, drive cost savings and efficiency, and build customer loyalty.
Razer is the world’s leading lifestyle brand for gamers, popular especially among Gen Z, a generation that explicitly rejects phone support channels. As their VP of Customer Advocacy Ernest Lu explained in our recent Intelligent Service Virtual Summit, Razer’s number one priority now is automation and using it to get to know their customers as quickly as possible.
Through Oracle Digital Assistant’s (ODA) chatbot, Razer collects information and derives insight into how to proactively support customers by delivering the critical information they’re looking for. With such valuable insight, Razer can automatically and pre-emptively provide FAQs when a customer visits to self-serve on their support site. Should a customer need more information, ODA collects that data and recommends self-help articles or directs them to YouTube or Razer’s other support channels.
Radius Bank manages $1.3 billion in assets and supports clients across the United States as a digital bank. Radius chose Oracle Service for its ability to ingest multiple data sources and deliver a single platform to automate all of its customer-facing activities.
Radius customers can now access self-service, a searchable knowledge base, an automated email response form, and a digital assistant chatbot named Rae. Rae can answer questions and send links to instructional videos and FAQs. And for those questions Rae can’t answer, Oracle Service automatically transfers the conversation to a live agent with full transcript history.
Within a few months of launching ODA, Rae solved 15% of customer inquiries coming in through chat, the bank reduced the average time customers spend with a live agent by one minute, and their Net Promoter Score increased by 20%.
Center Parcs is a European network of holiday villages. Historically, human agents handled their customer service issues. However, the pandemic created a perfect storm, bringing with it an unprecedented surge in customer service contacts while Center Parcs’ workforce simultaneously shifted to a new work from home mandate.
Together with Oracle Service, Center Parcs rapidly deployed new digital channels with live chat and Oracle Digital Assistant. Within a few short months, Ash, as the chatbot became known, helped free up live agents and provide service for Center Parcs’ guests and staff.
Ash also inspired Center Parcs to think more about how to further expand their Oracle Service footprint to better leverage the tools they already had, like their knowledge base. Plus, the data within Oracle Service and Ash gives Center Parcs an abundance of new information to analyze.
Oracle Service continues to deliver next-generation service experiences for both agents and customers. To learn more, check out our latest Quarterly Update on Innovations for Advertising and Customer Experience.
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Carrie West is a Senior Product Marketing Manager at Oracle. Focused on go-to-market initiatives for Oracle Sales, Carrie has extensive experience in setting strategy, driving execution, and obtaining measurable ROI for marketing and sales initiatives.