An Oracle blog about PeopleSoft Technology

PeopleSoft Releases First Chatbots--And a Framework for Chatbot Development with PeopleSoft

Matthew Haavisto
Product Management Director
PeopleSoft recently released our first chatbot: An Absence Assistant for HCM.  There will be other chatbots offered in the near future for HCM, FSCM, and other pillars.  
This is an exciting development because it gives PeopleSoft another modern enhancement to our User Experience.  Chatbots can provide better customer service, increased employee satisfaction, and even provide greater efficiencies for both mobile and desktop enterprise applications.
Here are some some benefits and uses for chatbots:
  • Automated Help desk
  • Always available
  • Guided user transactions, easy and intuitive interface
  • Reduced or eliminated need for documentation and training
  • Streamlined access to your applications on multiple devices 
  • Repetitive tasks are automated
  • System responds to users in their preferred way to communicate
In addition to the chatbots delivered in our applications, PeopleSoft has also delivered the PeopleSoft Chatbot Integration Framework (PCIF).  The PeopleSoft Chatbot Integration Framework provides all the technology you need to deploy chatbots with PeopleSoft, including the chatbot user interface, REST-service communication between the client and Oracle Digital Assistant (ODA), security and authentication between PeopleSoft and ODA, and a standard way for ODA to get information from PeopleSoft applications.  The PCIF is provided through a combination of PeopleTools and enterprise applications components.  The key with the PCIF is that it enables customers to go beyond deploying delivered bots, enabling them to modify bots or create and deploy their own bots to meet unique requirements.  To use the PCIF, customers must be on PeopleTools 8.57.07 and have an application image that supports the PCIF (for example, HCM image 31).  Customers will also need a subscription to Oracle Digital Assistant (ODA), which is a SaaS-based product that works with PeopleSoft to provide chatbot services.
The PeopleSoft Chatbot Integration Framework is designed to work with ODA. PeopleSoft also delivers a skill template.  This is essentially a starter kit for developers to facilitate creating their own application chatbots without having to build the integration, UI rendering, and security.
As mentioned, customers will need a subscription for Oracle Digital Assistant to deploy bots within PeopleSoft.  ODA provides important features:
  • The ability to create and maintain channels to access chatbots
  • The facility to design conversational logic including intents, entities, utterances, and dialog flow.  This is basically the design of the interaction between the bot and the human end user.
See this page for more information on ODA.
Keep in mind that using ODA and the PCIF, your bots can be refined over time to make them more adept at handling your business processes.
It's important to note that chatbots can be deployed with PeopleSoft applications whether those applications reside on-premise or are deployed on the Oracle Cloud Infrastructure.
There is much more information coming soon on Chatbots.  Keep an eye out for this exciting subject on peoplesoftinfo.com.

Join the discussion

Comments ( 10 )
  • Richard Banks Tuesday, August 6, 2019
    Is the PeopleSoft Chatbot Integration Framework platform neutral, or only work with Oracle chatbots?
  • Matthew Haavisto Wednesday, August 7, 2019
    The framework enables chatbots with PeopleSoft and requires the Oracle Digital Assistant. You can use ODA to enable chatbots with other applications, thus having a common approach for chatbots.

    You could, of course, use something other that ODA, but you would have to implement everything yourself including communication with that platform and PS, security, etc. ODA is quite a nice tool.
  • Leandro Baca Friday, August 16, 2019
    Where can we find more information about the PCIF?
  • Matthew Haavisto Friday, August 16, 2019
    There will be a red paper and other collateral posted on peoplesoftinfo.com very soon. Keep your eye on that info portal.
  • Soumi Thursday, August 22, 2019
    Is PCB available on cloud only or can be implemented in on-premise too.
  • Remeshkumar Thursday, August 22, 2019
    All information about PeopleSoft Chatbot Integration can be found in the below link https://docs.oracle.com/cd/E52319_01/infoportal/chatbot.html
  • Matthew Haavisto Thursday, August 22, 2019
    Soumi: As stated in the post, although ODA is a PaaS product, PS chatbots can be deployed with PeopleSoft whether on premise or in the Cloud. See the page Remeshkumar just posted for more information.
  • Babu Tuesday, August 27, 2019
    We can implement the ODA skill and connect to any site/portal for that matter by using the web channel and integrate with peoplesoft or other third party Rest services and surface the data in the chat window.user identity can be authenticated by integrating with the client identity management system as well.
  • Arvind Rajan Tuesday, October 1, 2019
    Matthew, Thanks for posting this blog. My team and I have been working on developing multiple chatbots for PeopleSoft using Oracle Digital Assistant. With PeopleTools now offering the capability to securely authenticate and authorize Chatbot users into the PeopleSoft application, it makes it easier for us to integrate Chatbots with PeopleSoft and accelerate deployments. The roadmap for Chatbots presented at OOW19 looks very promising as well. Looking forward to hearing more from you and the PeopleSoft team on this topic.
  • Matthew Haavisto Wednesday, October 2, 2019
    Thanks everyone for your interest in this. We think it is another big step for the PS UI, and many customers will adopt it. When we initially talked about this subject there was little interest, but now everyone is interested.
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