Explore Oracle Digital Customer Service

Oracle Digital Customer Service makes it easy for customers to interact directly with service teams and improves the self-service experience, providing customers with contextual advice and recommendations across the channels they prefer to use.

Customer portal

Expedite issue resolution and reduce costs by deflecting common customer inquiries to your branded, personalized self-service help center. Build and publish with ease Curate a branded digital service experience using Oracle Visual Builder. Use pre-built templates and low-code tools to embed capabilities and enable business objects from Fusion Service and other Oracle Cloud Applications. Help customers help themselves Provide 24/7 access to purchase history, product details, service requests, knowledge articles, and subscription information. Enable customers to quickly find answers, chat or talk to an agent, and schedule on-site service. Proactively engage customers Establish business rules to engage—in real time—with website visitors. Capture visitor data and launch actions such as inserting content and triggering events throughout the entire engagement experience.

Digital assistant

Oracle Digital Assistant provides personalized answers and executes transactions from multiple systems, just as a skilled human agent offers expert advice to resolve customer inquiries. Self-service automation Deliver a menu of digital service options to give customers fast, efficient issue resolution—including seamless integration with Knowledge Management and Intelligent Advisor Add digital assistant skills Level up your digital assistant by adding prebuilt skills from the skills library or building your own using one of the many available skills templates. Skills use a multilingual NLP deep learning engine, a powerful dialogue flow engine, and integration components to connect to back-end systems such as ERP, supply chain, and CRM. “As-an-agent” routing Define and launch business rules to identify which customer inquiries should be sent directly to a live human and which can be efficiently solved by an intelligent digital agent.

Text-based and social messaging

Enable customers to connect with agents on SMS text and social media channels such as Facebook Messenger and WeChat. Preserve conversation history and context Ensure a seamless customer experience during every interaction concerning a specific topic, issue, or question. Retain complete context and conversation history to eliminate the need for customers to repeat themselves when they engage your service team. Support long-running, more complex inquiries Asynchronous chat enables you to carrying over the context and history from one related interaction to the next across all communication channels Boost agent productivity AI-powered capabilities like SmartText and SmartAssistant help agents provide fast, relevant, consistent responses and issue resolution

Why choose Oracle Digital Customer Service?

Create digital-first experiences for your customers

With Oracle Service’s automated solutions, brands can give customers the power to easily find information and answers to their questions or engage with a live person when necessary.

Improve your organization’s data visibility

Oracle offers solutions across multiple applications and customer touchpoints to help businesses connect data across service, marketing, sales, commerce, loyalty, finance, and supply chain. Customers receive more personalized and holistic service experiences, as well as more immediate problem resolutions, without having to engage a company at multiple touchpoints.

Simplify customer service delivery

Help agents focus on high-value interactions by providing guided assistance, next-best-action recommendations, and automation for routine processes—all from within a single desktop application. Agents have more time to focus on high-value client relationships and revenue-generating opportunities.