– Elevating Customer Experience with Conversations
Every touchpoint between a customer and a brand is an opportunity to provide an exceptional experience.
Call them chatbots, virtual assistants, or simply bots. Whatever the name, AI-powered conversational interfaces are becoming mainstream staples for consumers and enterprise alike.
We believe that Digital Assistants are the way forward. Siebel’s integration with Oracle Digital Assistant (ODA) will enable our customers to provide more personal and an engaging experience.
They can initiate the right conversations based on users’ need.
How do Siebel CRM applications benefit from the Oracle Digital Assistant?
With Siebel and ODA integration, the possibilities are endless
- Reach customers / employees on new channels.
- Opportunity to automate a wide range of marketing, sales and customer support processes.
- Quickly scale to handle an increase in number of enquiry and improve customer satisfaction without overwhelming the contact center infrastructure.
- Reduce Human Intervention.
- Increase operational efficiency and reduce cost.
- Guided user interactions offer an easy and intuitive interface.
- Get started with a library of ready to go skills; Build your own to meet your specific needs.
- Reduce time to market by utilizing ready to use skills from skill store.
Meet Marvin, the Siebot – Siebel's own bot
Siebel Skills in Skill Store: Sample Service skills can be found in the Oracle Digital Assistant (ODA) Skill Store. It gives you the option of extending the delivered skills and building your own custom skills. Of course, an ODA license is required.
Below are the sample skills
- Product Demo
- Locate Nearest Branch
- Check the Status of various Service Requests
- Check the Status of a particular Service Request
- Talk to Live Agent
You can decide which skills would be appropriate for above use cases, can reuse or extend according to your Business requiremenrts.
We do plan to provide more skills as we move forward in our integration journey.
Alright Alright, now we know what ODA is and what it can do, but How do get started ?
- Identify Intents and Conversation flows
- Establish Skill Security
- Define Dialog Flow
- Develop custom components for Siebel Integration
- Test and Publish the skill
And you are ready to chat !
This Integration can be used by end users (both new and registered) as well as employees.
Digital assistant also has the capability to transfer the chat to a human agent.
Please go through the Technical Brief to get details on the above steps and the guidelines for integrating Siebel CRM with Oracle Digital Assistant (ODA).
Siebel_ODA_Integration_TechnicalBrief.
We also have a Demo recorded for you Here!
Below are some references that will further help you to develop your own Skills and use them in DA.
Using Oracle Digital Assistant:
Build Your First Skill With Oracle Digital Assistant:
https://docs.oracle.com/en/cloud/paas/digital-assistant/tutorial-skill/index.html#create-order
Integrating Oracle Digital Assistant (ODA) with an Agent System:
https://github.com/oracle/cloud-asset-oda-agent-handover
Siebel REST API Guide:
https://docs.oracle.com/cd/F26413_21/books/RestAPI/index.html
Happy Chatting!
