Mandy SchiffrinWhiz

Principal Product Manager for Virtual Assistant

Comments

  • Mandy Schiffrin

    Hi Mohan,

    Yes, there is an additional licence fee to get OVA.  It's also under EQ (Engineering Qualification) - controlled availability - at the moment.  Please contact a member of Oracle Sales to find out about pricing, and ask them to arrange a demo with pre-sales to ensure that OVA provides the functionality and language support that you require.

    Thanks,

    Mandy

  • Mandy Schiffrin

    Hi Carlo,

    Yes.  We've been available on the price lists since March 2018, though under controlled availability for now.  What else would you like to know?

    Thanks,

    Mandy

  • Mandy Schiffrin

    No, this is built on proprietary Oracle NLP technology - not the same as the Smart Assistant at all.

  • Mandy Schiffrin

    Hi Vivek,

    Thanks for asking about Oracle Virtual Assistant (OVA).  To answer your two questions:

    • Yes, OVA will reuse the same window as the OSvC Chat product, and the dialog history for VA will be available just as for any other agent.  This is because the integration with Chat is built in such a way that Chat connects to VA as it would to any other human agent.  It's counted as a special type of agent, with unlimited capacity and available 24/7.  You can set rules to determine when to talk to a VA and when to talk to a live agent, and you can monitor and take over VA chats, just as you can for live agents.  The VA itself has four triggers that will set off the process of escalation to an agent: (1) it can't find an answer to a user's question (a settable) number of times; (2) it keeps repeatedly finding the same answer to a user's questions (a settable) number of times; (3) the user directly asks to speak to an agent; or (4) the Oracle client has linked an escalation to a particular intent/question (e.g. "I want to buy a new laptop" or "I want to make a complaint"). 
    • OVA will not be able to work with other public AI services/external KBs any time soon.  We we will be focusing on releasing Oracle internal integrations first.

    Hope that helps,

    Mandy

  • Mandy Schiffrin

    Hi Nital,

    I just noticed that I never answered your question.  If you're asking when it will be more generally available, then the answer is that the target is to open up VA to wider use by early next year (2018).  However, there is one caveat - we will only be supporting 7 languages in the first instance (English, German, Dutch, Spanish, Portuguese, Italian, French).

    Hope this helps!

    Thanks,

    Mandy

  • Mandy Schiffrin

    Hi, 

    I guess there was some ambiguity in the original question.  If you mean your own site (just not part of the custhelp pages), then yes, when it's released and available, VA should be able to be placed outside of the customer support pages.  I took the original question to mean an external site (not your own site, but for example, a partner's website).  Maybe I misunderstood the first question?

    Thanks,

    Mandy

  • Mandy Schiffrin

    Hi Christian,

    I can tell you that we are targeting the November release to make VA available to a limited number of qualifying customers.  The first VA will mainly be used for chat deflection purposes, and will support the use cases of answering FAQs and seamless escalation to chat.  It will be available in 7 languages (English, Dutch, German, Spanish, Portuguese, Italian and French).  We will not be introducing dialog capabilities or the ability to do backend data dips till sometime next year.

    Hope that helps!

    Thanks,

    Mandy

  • Mandy Schiffrin

    Hi Kyle,

    Yes, I was there 3 years ago at Big Sky - I remember you Kyle - hi!  Part of the reason that we pulled our first VA from the market was the effort that it took to set up and maintain.  It was, like you say, pretty, and feature rich, but not easy to manage.  We learnt our lessons from our first customers and are working hard to address this in our next version.

    Let's talk again in spring when you have a clearer idea of direction - we'll be further along by then too.

    All the best,

    Mandy

  • Mandy Schiffrin

    Hi Carlos,

    We are looking for a very few early adopters at the moment.  Our first release will be limited to FAQs and chat escalation (so, no complex dialogs, no custom backend integrations and data dips, etc.) - so primarily we're considering existing chat customers as potential beta customers for our VA; I don't know whether the customers you have in mind would fit these criteria.  

    It really depends on the use cases that your customers would want to support whether our solution would currently be of interest to them.  In the future we will be expanding our capabilities as well as our customer base, but for now, we are being very cautious and focusing on those cases that we are sure will be a success.

    Spanish, by the way, would not be a problem - we currently support most Western languages (though we don't support cross- and multi-lingual VA management yet).

    If you are still interested, and think that your customers might fit into our early adopter criteria, then please mail me directly.

    Thanks,

    Mandy

  • Mandy Schiffrin

    Hi Kyle,

    Interesting article - yes, chatbots are very hot at the moment, though I think that the amount of work needed to care and feed them, as well as the integrations needed to provide a user with a truly personalized experience, have been grossly underplayed.

    We're putting a strong emphasis on ease of maintenance and low bar to entry for our new offering, which means that the more complex dialog capabilities of our technology will not be available to our customers at first.  We'll be focusing on high accuracy FAQ automation and intelligent chat escalation in the beginning, as well as some other out of the box integrations with Oracle products and services.

    Do you have a particular project in mind?  Do reach out to me if you would like some more information.

    Thanks,

    Mandy

  • Mandy Schiffrin

    Hi Narendra,

    Sorry for the delay in replying - I somehow missed this post!

    Nice idea!  However, the customer would have to be willing to pay for the traffic from the external website.  I believe that there might be some complications with licencing too.  I was talking with one of our customers who was asking whether it would be possible to charge one of their partners for the traffic coming from the partner website to chat/VA. 

    We have already been thinking about this use case, and will let you know how the product develops after its release.

    Best wishes,

    Mandy

  • Mandy Schiffrin

    Hi Christos,

    Happy New Year to you too!  I'm the Product Manager for Oracle Service Cloud Virtual Assistant, which is the Oracle Service Cloud 'chatbot' product.  For a variety of reasons we took our first offering off the market, but we are working on the next version and are looking for beta customers to work with.  I would be very interested to speak to you to hear why you're interested in this type of technology, and to understand better what your use cases are.  

    Please feel free to reach out to me directly.

    Best wishes,

    Mandy

  • Mandy Schiffrin

    Hi David,

    Apologies for the delay in replying.  We are working on something very similar to what you describe.  I can't give you any concrete dates about when this functionality will be made available as yet, but I can tell you that Oracle is definitely aware of the demand for automated assistance, and we are working towards offering this capability.

    Do reach out to me if you need any further information, and I'll help if I can!

    Thanks,

    Mandy

  • Mandy Schiffrin

    I'm trying to chase this up for you - I'll get back to you when I have an answer!

    Mandy

  • Mandy Schiffrin

    Hi Gerard,

    You could try logging an incident for Ops - I think it's only Ops who could access the headlines from the production database for you (ditto the Alt-qs)

    Let me know if that doesn't work or you have any roadblocks.

    Cheers,

    Mandy