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Daily CX updates for the Oracle EMEA CX partner community

Release 19A of the Oracle Service Cloud is now live!

Richard Lefebvre
CX Partners programs Director

We are excited to announce that release 19A of the Oracle Service Cloud is now live! We’ve added an impressive array of new features to both Service and Field Service, and we have continued improving stability and security, making this another outstanding release, and one our customers will want to adopt as soon as possible. 

Release 19A adds enhancements to Virtual Assistant, including a customer and partner facing Virtual Assistant UI for authoring multi-turn conversations, also known as dialogs. Also included is an enhancement that optimizes Natural Language Processing for each language, and adds the ability for a single Virtual Assiastant instance to support multiple languages. This enables our customers to tailor their Virtual Assistant responses appropriate to the language of the consumer.

This release also delivers a dedicated Chat API for Oracle Policy Automation that enables conversational, personalized chat experiences that are easy to deliver and maintain. It is integrated out-of-the-box with Oracle Policy Automation and Oracle Service Cloud Chat, but can easily be integrated with other chat-based interfaces like Oracle Digital Assistant.

Oracle Field Service Cloud also includes some exciting new features, like the ability for field technicians to find nearby resources with Specific Inventory, and Broadcast Messaging to request that the inventory be shared.

These are just a few highlights of the 19A Oracle Service Cloud and Oracle Field Service Cloud Release; please visit the Oracle Cloud Release Readiness page to become familiar with all features delivered as part of Release 19A. 

 

Oracle Service Cloud 19A Resources:

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