How can I use the Where is My Technician feature to communicate directly with technicians?
You can integrate the Where is My Technician (WMT) page with Oracle Digital Assistant (ODA) to provide customers with a conversational interface. This allows users to perform key service-related tasks through natural language interactions, enhancing engagement and self-service capabilities.
Business Benefits:
- Improves customer experience by enabling real-time, conversational self-service.
- Reduces call center load by automating routine requests such as rescheduling or canceling appointments.
- Enhances brand visibility by sharing positive feedback across company profiles and social platforms.
- Ensures better communication between customers and mobile workers.
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Reschedule an appointment: Oracle Digital Assistant suggests the available time, asks the user for a reason, and confirms the rescheduling.
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Cancel an appointment: Oracle Digital Assistant asks a user for the reason of and confirms the cancellation.
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Leave Feedback: Oracle Digital Assistant thanks for a good rating and asks the reason for bad feedback.
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Share the good Feedback on company sites: Oracle Digital Assistant asks for posting good feedback on your organization's profiles such on Google, Twitter, Amazon, and so on.
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Notify a mobile worker about the details: Oracle Digital Assistant can send a message from the user. This is saved as a note for the mobile worker.