What is an Oracle Chatbot?
Oracle chatbots are built on Oracle Digital Assistant, a platform created by the company Oracle, to create, test, and launch chatbots. With Oracle Digital Assistant, you can develop chatbots or digital assistants that initiate natural conversations with your customers.
These chatbots use artificial intelligence (AI) and machine learning to recognize customer needs and respond appropriately. These needs are known as intents, and chatbots can be trained to recognize these intents without specialized technical skills.
Through natural language processing, Oracle chatbots can understand context and intent to answer customer questions. Intents and dialog flow can be set up through a declarative interface for customer inputs.
A digital assistant is a central chatbot that directs users to more specialized chatbots, which are known as skill chatbots. Skill chatbots are designed to help customers with specific tasks, such as editing their contact information or submitting a service order.
Oracle’s digital assistants and skill chatbots can communicate on various channels, including Facebook, Telegram, Slack, and WeChat. This is ideal as customers prefer to interact with businesses on a message-based platform. They can also connect with live agents through Oracle Service Cloud or a third-party integration like Ada.
Conversational flows can be defined with AI-powered intent detection so that chatbots understand the context of customer conversations. This way, Oracle chatbots can maintain customer interactions without the need for a human agent.
Oracle chatbots have a question and answer (QnA) feature for creating QnA skill chatbots. Providing answers to customer questions is one of the most common ways that chatbots help customers.
Chatbot developers can integrate forms into customer conversations when you need to capture certain information. The digital assistant can provide both structured and unstructured interactions in the same conversation, creating a seamless customer experience while meeting your business’s needs.
You can also integrate custom components specific to your business so that customers can perform certain actions to resolve issues. For example, if a customer wanted to make a purchase, the chatbot could complete the order within the conversation using APIs from your app or website. This results in a seamless experience that increases the likelihood of desirable customer outcomes.
Oracle Digital Assistant can transfer conversations to live agents in Oracle Service Cloud. Chatbots will also transfer the conversation history to the human agent, ensuring the customers do not have to repeat themselves from earlier in the conversation.
What is the difference between Ada and an Oracle Chatbot?
Coordinates single-purpose skill chatbots with Oracle Digital Assistant
All-in-one, automation-first solution acting as the front line for your customer experience
Can take months to implement
Implementation is no more than 30 days
Can require hundreds of intents per answer depending on the complexity of the question
Only needs 7-10 intents per answer
Oracle Digital Assistant is used to create and coordinate single-purpose skill chatbots to meet your customers needs. However, Ada's chatbot provides an all-in-one, automation-first solution that you can trust as the front line of your customer experience.
Implementation of Ada's chatbot takes no more than 30 days, whereas Oracle’s bot can take months to implement. This makes Ada a more effective solution for building a fully functioning chatbot quickly.
In order to train Ada, you only need 7 to 10 intents per answer. On the other hand, Oracle could require hundreds of intents depending on the complexity of the question. Ada provides powerful natural language processing with less work on your end, so customers can start having engaging conversations as soon as possible.
What are the key benefits of an Oracle integration with Ada?
Engage with customers in real time, 24/7
Ada is a 24/7 chatbot that uses conversational AI to automate answers and actions for customers. Customers can reach out to your chatbot when it’s convenient for them, without the need to wait for a live agent to help them.
Customize your Chatbot
Ada's Answer Editor allows you to customize your chatbot experience to meet the specific needs of your business. By creating dynamic responses ahead of time, you can anticipate customer needs before they even start an interaction.
Easy and convenient to use
Ada's Building Blocks provide a simple, drag and drop solution with no coding skills required. It is easy to set up your chatbot to start having engaging conversations with your customers. This leads to less frustration for both your support team and your customers.
Provide 1-to-1 personalization
Ada's can tailor conversations to each customer using account-specific information, identifying products or promotions that meet the customer’s needs. This personalized experience adds a human touch and delights customers with engaging multimedia content.
Solve 80% of customer inquiries
Ada's chatbot is your first line of support, with AI that can resolve more than 80% of customer inquiries. This frees up your Oracle agents to focus on high-value interactions that will boost sales and CSAT.
Manage customer relations easily
Ada is a self-service solution that decreases wait times and customer frustration. Our chatbot’s intuitive Analytics Dashboard displays the critical data you need to improve the customer experience and drive business outcomes.
How to integrate Oracle with Ada
Ada provides integration with Oracle through Ada Glass, which enables a seamless handoff to a live agent. This means that an agent can enter and exit the conversation without having to leave the Ada widget or disrupt the conversation in any way.
Other integrations require entering a new chat window, reloading the URL, or another clunky user experience that negatively affects your customers. Integrating Ada's chatbot with Oracle Service Cloud will give you the tools necessary for a flexible and powerful customer experience.