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.
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. Read the complete article here.
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