Use Oracle Digital Assistant as an Agent
You can enable Oracle Digital Assistant (ODA) for use as a chat bot in your Service implementation. If you do enable ODA, it's hightly recommended that you do so using Service Center with the Redwood User Experience as that implementation includes more features that you can use. For more information refer to the Set Up Digital Assistant as a Chat Bot chapter in Implementing Service Center with the Redwood User Experience
Setting up ODA as an agent allows your human agents to serve customers in real time through typed conversation, while ODA configured as a chat bot can participate in live chats with customers much in the same what human agents do, allowing those human agents to handle more complicated issues.
In cases where the digital assistant can't assist the customer, it can transfer the conversation to a live agent. This automated agent will be available 24 hours a day, 7 days a week, even when all human agents are busy.
You may have already found that your agents spend the bulk of their time on tasks that an automated agent can easily handle, such as answering a frequently-asked question or tracking a package. To minimize the number of chats that your agents must handle, and to reduce customer wait times, consider first routing your chat sessions to a digital assistant. The digital assistant can deal with the easy tasks, and, for the more complex ones, gather essential details before transferring the chat session to a human agent. Your agents will thus provide more value to your company by only spending their time where they can add the most value.
- Enable Chat
- Configure the chat server in Identity Cloud Service (IDCS).
- Create your agents and queues.
- Extend the Universal Work object for assignments
- Create a channel service application and resource in IDCS
- Set up Digital Assistant as an agent channel in ODA.
- Create an authentication service in ODA
- Create ODA skills
- Set up your business rules.