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    [Delivered] Automated Chat Bot
    Idea posted September 21, 2016 by David GreenRegular, last edited August 30, 2018 by Mandy SchiffrinWhiz, tagged Chat, Knowledge Advanced, Virtual Assistant 
    707 Views, 15 Comments
    Title:
    [Delivered] Automated Chat Bot
    User Story / Description:

    Many organizations use webchat extensively to answer questions.   To reduce their headcount and costs, it would be great if Service Cloud could use an automated chat bot to take initial questions and answer if possible.  With Oracle Knowledge Advanced as the answer engine, it should be possible for clients to configure an extensive KB, and a suitable AI Bot can then provide assistance to customers, only passing control to a real person in cases where it isn't able to answer the question automatically.

    Is there any potential that this will be included in a forthcoming release?

    Comment

     

    • 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

    • Christian Linke

      Hi Mandy

      Do you have an update on when this might be available or more details about the functionality?

      Thanks,
      Christian

    • 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

    • Nital Joshi

      @ Mandy Schiffrin,

      Could you please let us know when it will be published for all, when we can start using it and work on POC on our side?

      Thanks,

      Nital Joshi

    • 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

    • Vivek Ghodekar

      Hi Mandy, Had a couple of questions about the roadmap for Oracle Virtual Assistant, once it becomes available next year:

      - Will Oracle VA use the same window / interface as Oracle RN Chat? Particularly interested how an end user can be smoothly transitioned from VA to a human chat interaction.

      - Will Oracle VA be designed to work with public AI Services (like API.ai)? Will it be designed to interface with any external KB repositories? 

      Thanks,

      Vivek

       

    • 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

    • Sarah Jones

      Is this basically the Smart Assistant feature but built into chat?

    • Mandy Schiffrin

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

    • Carlo Castillo

      Any updates on this development?

    • 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

    • Mohana Gopal

      Hi Mandy,

      Do we need to purchase any additional license to activate OVA, or else it will be part of Chat license? Which means any additional costs?

      Thanks,

      Mohan

       

    • 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

    • Mohana Gopal

      Thanks Mandy.

    • Gordon White

      Hi Mandy, 

      Just finding this thread and looking to understand if there is an opportunity to integrate a third party chatbot or Virtual Assistant directly into the OSvC UI. I can't find documentation on it in the KB. The third party VA will behave similarly to your OVA. It will qualify intent, attempt to resolve issues for a few use cases, and route to an agent if it can't close the customer request. Are you aware of any documentation or discussions that might help us better understand if this possible?

      Thanks,

      Gordon