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Future State - The Oracle Consulting Blog

Accelerate your customer support

Lily King
Marketing Coordinator

Automate & accelerate customer service with a digital assistant 

 

Your business may be facing new challenges and increased contact-centre volumes due to the current global situation. Have you considered a digital assistant? A digital assistant can help you automate responses to instantly reassure customers by providing them with the information they require, improving their experience and boosting satisfaction by saving them waiting in a queue. 

Responding to customer queries in a fast and accurate way is essential, whereas answering each one manually is costly and time consuming. Live agents may also be misspending time that could be used to deal with more complex queries. 

Oracle Consulting have delivered a number of digital assistants for organisations to help with both customer and employee support. We offer a couple of solutions that can be delivered quickly in order to provide an automated and efficient response to users. 

 

EasyQuery

A digital assistant providing answers to FAQs for your customers, employees or suppliers. The assistant can dynamically capture feedback allowing for continuous improvement to future conversations. 

 

 

EasyService

A comprehensive digital assistant answering both FAQs and more advanced queries from your customers, employees or suppliers. The digital assistant is connected to your existing Oracle Service Cloud, enabling interaction with the Knowledge module, plus live agent handover. It can also provide valuable insights into contact-centre deflection and much more. 

 

Extending your digital assistant 

We can help you extend your digital assistant with additional features aligned to your specific requirements. This could include integrating with voice assistants like Amazon Alexa and adding multiple languages to reach a wider audience. 

 

COVID-19

We are able to expand your digital assistant with COVID-19 related FAQs to help ease pressure on your contact-centre and provide enhanced support for your customers. 

We also offer specific, pre-built modules around COVID-19, including:

  • Live infection, mortality & recovery rates based on location 
  • Online consultation 
  • World Health Organisation (WHO) FAQs 

 

If you would like to learn more about any of our services, please contact your Oracle sales representative. Alternatively, you can contact us directly. 

Email us: ocdx_ww@oracle.com

DM us on Twitter: @oracleconsult

 

To learn more about Oracle Consulting Digital Experience, visit our blog index here

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