Oracle B2C Service - 24D Release Highlights
Prabakar Paulsami
Group Vice President, Customer Service Applications Development, at Oracle
Trust everyone is doing great... Happy Thanksgiving Holidays to all...
A special and heart-felt THANKS to all our customers and partners, who attended our product council event at various locations: Las-Vegas (USA), Santa-Monica (USA), Reston (USA), Sao-Paulo (Brazil), Columbia, Mexico City and Tokyo (Japan). THANK YOU again for spending time with us, and we truly appreciate the same.
With that, we are on-time for our 24D release. :)
I am very pleased to highlight few features from our 24D release to everyone. Lots of great work done by all our colleagues (One Oracle team) by collaborating with customers and partners. We are listening and delivering as per your requests.
Our focus is: Customer First mind set, collaborate better, realize ROI, release innovations faster to market and help customers grow, modernize, and drive efficiencies with ROI by delivering end-to-end automation. #bettertogether...
Our features are released, based on following personas, improving their experience and productivity:
1.???? Administrator Experience
2.???? Developer / Data Scientist Experience
3.???? Customer Experience
4.???? Agent, Supervisor / Employee Experience
I will highlight few features in every persona just to give a heads-up. I am very glad to take any queries via offline. :)
Administrator Experience:
Hot Topics (AI Feature for Supervisors): We have released an AI feature for Supervisors and managers, to provide insights on the trend of issues/topics being serviced. This feature provides top clusters of issues with similar contexts.
What is the value of this feature?: Bottleneck identification, process improvements to collaborate with back-office, agents/staff re-balancing within queues or WFM, and know emerging issues.
Job Scheduler: This is a new feature in Browser UI 24D release. Administrators can now manage cron jobs from BUI and have full control. Supported frequencies are hourly, daily, weekly, monthly, quarterly, yearly, and one time. This is one of the most wanted features from many customers.
Knowledge Authors will have a new editor (Oracle Rich Text Library) with newly added functionalities to assist them.
Please let us know your comments/requirements on Administrators area. We are listening...
Developers and Data Scientist Experience:
Service Health Metrics: In 24B, we released a new REST API endpoint that our customers can utilize, in order to understand the overall “health & latency” of the B2C Service system, and some of it's underlying features.? In this release 24D, we are adding few more metrics like: chat service info, latency info etc.
Event Delivery Service: Event Delivery Service pushes create, update, and delete events to following end points that can then be consumed by the integrator.
·????? Oracle Integration Cloud (OIC)
·????? Microsoft Azure Event Hub
·????? OCI Streaming Services
You have options to choose the objects for which the events should be propagated to your desired endpoints as mentioned above. Our OIC (Oracle Integration Cloud) adapter has been enhanced as per newly available features within OIC Gen 3 framework.
External Objects & Integrations: We are getting good feedback on External Objects feature. External Object feature has been enhanced to support “External Integrations”, like various BYOL end points and various advanced security/authentication types.
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Customer Experience:
We have added many new features into our Web Chat for Service (WCFS), and Oracle Digital Assistant (ODA) integrations. 24D release has many cool new features. :)
Conditional chat link: When defined conditions are met via Engagement Engine Rules, show a chat link instead of the launch button in an Element Id on your web page. This is an extension of the Conditional Launch Button feature.
Just to highlight few in this area: Field pattern validation on chat form, Dynamic fields on chat form & Control attachments on agent side.
We request you to uptake Engagement Engine, and adapt the behavior of WCFS to your desired customer experience. Please let us know, whatever help needed here.
Agent, Supervisor and Employee Experience:
AI Panel:
Agent Insights panel now supports various triggering and default options, to help agents to take quicker and contextual actions. This helps the users to be more productive.
Another most requested feature in Analytics area: Scheduling Reports as XLSX Excel Attachment - This is available now.
Incident Thread Translation:
Language Translation for OCI and Third-Party Translators are available now. Entries, Response Threads, and Private Notes could be easily translated with a single click.
It is all about AI here to improve productivity for agents, and we have features like "Chat Suggestions and Translations" to help agents to solve the tickets faster.
Send a Zoom Link During a Live Chat:
Agents can create Zoom meetings from within the chat panel. Key benefits: Enhance usability efficiency for agents handling chats in the browser user interface
Where do we find more info? ..
What's new detailed doc is here: 24D - What's new?
We are also doing CCC (Cloud Customer Connect) event next week: Friday, 6th Dec. Our colleagues will be doing deep-dive on our 24D features:
Wrapping up here, and for any questions, please feel free to reach me via [email protected].
OR
you could reach our team via: [email protected]
With holidays and year-end approaching: Our heart-felt Merry X-Mas wishes and Happy New Year wishes to you, teams and family members. May the holiday season bring you peace, happiness, and harmony.? See you all in 2025. :)
Take care & Thank you.