It's been a while since we last checked in on the New York Metropolitan Transportation Authority. At the time, they recently had moved their Oracle Forms-based accident reporting system from paper forms and office-based, desktop computers, and onto mobile tablets that employees could bring into, and use in, the field. Oracle partner AuraPlayer made this advancement possible by wrapping the existing Forms application and exposing it via a set of APIs that could be consumed by Oracle Mobile Cloud, allowing the MTA to access its back-end seamlessly, on any mobile device, without changing one line of code. MTA employees could file accident reports from the field instantaneously, allowing the agency to asses damage, dispatch crews, clear accidents, and get traffic moving again much more quickly, in some cases in minutes as opposed to hours.
With this successful implementation, AuraPlayer and the MTA set their sights on using Oracle Mobile Cloud to improve employee quality of life. MTA's 75,000 person workforce had been using call centers and other legacy communications channels not only to determine shift schedules, but also to ask questions about everything from benefits to sick days. Consideration was given to creating new mobile applications that employees could use in order to discover answers to these questions, and also so that they could execute on actions like time card and vacation reporting. However, with a large, diversified workforce, the training needed to use even the most simple of these apps would have proven cumbersome. Instead, AuraPlayer and the MTA decided to create an intelligent chatbot that could serve the same function as a mobile app, but that would be able to interact with an MTA employee using natural language and machine learning; essentially an employee could ask the chatbot something in a conversational manner, through text, and the bot would respond in context, without the need to train an employee on how to use a new mobile UI.
With the recent release of Oracle Mobile Cloud Enterprise with Intelligent Bots, AuraPlayer built this intelligent chatbot in three weeks. To learn more about this story, check out the videos below: