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.
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.