Explore Oracle Service

Customer self-service: Automate common customer service requests

Help customers get answers faster, free your agents to handle more complex tasks, and reduce cost with self-service tools.

• Build and deploy a branded customer help center to assist with common questions and initiate digital messaging conversations.
• Curate and publish helpful knowledge articles, how-to videos, technical schematics, product manuals, and other useful artifacts for solving issues.
• Let digital assistants drive rich conversational experiences with customers and service automation tools to deliver outcomes compliant with your business rules.
• Automatically transfer escalated requests from self-service channels to live agents, preserving context and conversation history and eliminating the need for the customer to repeat information.

Agent-assisted service: Boost agent productivity to create a better customer experience

Give agents a complete, unified view of the customer plus intelligent tools to find answers, collaborate across the business and solve cases faster.

• Automatically route cases to the best agent or team based on their skill set and availability—regardless of the channel the customer engaged.
• Enable agents to deliver accurate and timely answers with a searchable activity feed of all customer interactions as well as purchase, service, and billing history in a single view.
• Accelerate agent onboarding and improve productivity by automating service workflows according to your business rules plus using AI to guide agents to answers and recommend next best actions.
• Let generative AI help summarize service requests, author knowledge articles, and craft context-rich responses to customer inquiries.
• Solve complex issues faster by embedding knowledge and digital assistants in your agent workspace while enabling cross-team collaboration via native tools or integration with Slack or Microsoft Teams.

Field service: Enable efficient field service operations

Schedule, route, and equip mobile workers to complete service activities at a customer’s home, office, or installed asset location.

• Ensure on-time arrivals, reduce distance driven, eliminate unnecessary truck rolls, and complete more jobs per day with an AI-driven scheduling and routing engine.
• Give field technicians powerful mobile tools for completing service activities, including guided workflows, access to knowledge, and video collaboration with expert support.
• Manage service parts availability and arrange product returns for repair and help mobile workers order, receive, transfer, and reserve parts for completing service.
• Track the real-time location, health, and utilization of your IoT-connected assets and automatically initiate self-healing routines, send customer communications, and schedule field service activities if an issue arises.

Why choose Oracle 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.

Transform the asset-based field service lifecycle

Predict and prevent downtime, improve efficiency, and grow service-related revenue by automating the workflows that connect your customers and their assets to your teams, your supply chain, and your back office.