Use Case: Respond to Messages

Responding to customer communications can be a time-consuming activity. Learn how to automate the interaction using Oracle Integration.

Overview

Step 1. Analyze a message	Step 2. Send a response	Step 3. Update the enterprise applications
Determine when a customer contacts your organization and pass the information to a decision	Determine the best next steps, which might involve involving a human	Update enterprise applications

 

Prerequisite. Receive a message

• A customer contacts your organization, such as by sending an email, posting on social media, or leaving a review.

 

Step 1. Analyze the message

1. An integration detects the communication and calls AI services, which analyze the communication, determines the sentiment of the message, and identifies the product or feature that the person wrote about.

2. The integration passes the analysis to a decision.

 

Step 2. Send a response

• The decision determines the best next steps. For example:

  • Send an automated response.

  • Identify the correct employee to respond, and send the customer's message to them using human in the loop so the employee can craft a custom reply.

  • Create a ticket in the help desk software.

Alternatively, a decision could calculate a value, such as the risk of churn. The decision can analyze sentiment classification, previous customer feedback, the date they signed up for the service, and any other relevant and available data points.

 

Step 3. Update the enterprise applications

• An integration updates your enterprise applications, including adding the customer engagement to your CRM, using application-specific adapters.