article by Grant Ronald, November 2019
Oracle Digital Assistant lets you to integrate with the Oracle Service Cloud Chat Service in two ways:
- DA as an Oracle Service Cloud agent
DA as an Oracle Service Cloud agent lets you turn a digital assistant into an automated agent that participates in Oracle Service Cloud chats in much the same what that live agents do. All conversations take place in an Oracle Service Cloud Live Help chat window regardless of whether the agent is a human agent or a digital assistant.
- Live agent transfer
Live-agent transfer enables you to hand off a skill's conversation to an Oracle Service Cloud live agent. With this feature, you can enhance your skill to handle user tasks that require human intervention by transferring the conversation to a live agent. The conversation continues in the same user channel that the customer used to invoke the skill.
In this article, I explain DA as an Oracle Service Cloud agent, which is a new feature in Oracle Digital Assistant 19.4.1, in more detail. You can read up about both implementations in the Oracle Digital Assistant product documentation:
DA as an Oracle Service Cloud agent
Oracle Service Cloud chat lets your customer representatives (agents) serve your customers in real time through typed conversations. You can turn a digital assistant into an automated agent that participates in Oracle Service Cloud chats. This new feature in Oracle Digital Assistant (19.4.1) allows a carefully measured and phased approach to embracing chatbots called "Digital assistant as an agent". Below image shows the architecture of this integration
The idea behind the architecture is that you can build a digital assistant for, lets assume, one of your more mundane, lo-fidelity use cases such as resetting a password. This digital assistant can then be added to your pool of resources along with your human agents. Now when your customer comes to your company's Service Cloud chat interface, you can decide that should they choose to reset their password, then that request is routed specifically to the digital assistant for handling. Every other request will be routed to your human agents just as before. Thus you can introduce automated assistance one use case at a time.
This short video below shows the customer's experience (on the left) and the call centre on the right as they report a problem, which is quickly dealt with by the digital assistant before passing on to an agent at the request of the user.
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