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Three Ways Oracle Digital Assistant Creates Customer Service Success by Carrie West

Juergen Kress
PaaS Partner Adoption


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.

How it works

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. Read the complete article here.


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