AI Transforms Chatbots into True Digital Assistants That Help Employees Simplify User Engagement, Boost Efficiency and Improve Productivity
Oracle OpenWorld — Oracle announced the availability of Oracle Digital Assistant, enabling companies to build personalized digital assistants to help employees work smarter and more productively. With Oracle Digital Assistant, employees leverage one comprehensive digital assistant that can be trained to support domain skills from multiple applications such as HR, ERP, CRM and CX. Leveraging AI, Oracle Digital Assistant understands context, derives intent, and identifies and learns user behaviors and patterns to automate routine tasks proactively, such as expense approvals and meeting reschedules, on behalf of the user.
Built on Oracle Cloud Infrastructure, Oracle Digital Assistant goes well beyond standard chatbots available today that provide simple, single skilled, linear responses. By applying AI for natural language processing (NLP), natural language understanding (NLU) and machine learning (ML), Oracle is in a unique position to leverage its breadth and depth in enterprise applications, and offer a digital assistant that can truly span the enterprise.
“This is the next evolution of chatbots and a major milestone in delivering a smart digital assistant for the enterprise,” said Suhas Uliyar, vice president of AI, Bots, Mobile, Product Management, Oracle. “Oracle Digital Assistant has the power to transform organizations, helping our customers achieve greater productivity and enriched user experiences.”
Users can converse with the Oracle Digital Assistant via the voice interface but it is platform agnostic and is equally optimized to support popular messaging platforms including Slack, Facebook Messenger, WeChat, and Alexa. Analytics are built-in so businesses can monitor usage to gain real time insights into user behavior and app performance, for continued analysis and improvements.
Multiple independent industry analyst reports have recognized Oracle for its multi-channel and digital experience development platforms. Following are some of those reports:
- The Forrester Wave: Digital Experience Development Platforms, Q2 2018, June 26, 2018
- Gartner’s Magic Quadrant for Mobile App Development Platforms, July 17, 2018
- Ovum Decision Matrix: Selecting an Enterprise Mobile Application Development Platform, 2018–19
According to Ovum’s Decision Matrix: Selecting an Enterprise Mobile Application Development Platform, 2018-19 report, “Oracle is well placed to take advantage of the MADP marketplace where chatbots are becoming the norm for many customer interactions. Having a chatbot platform powered by AI will be looked upon favorably by both enterprise and SMB clients. Some of the AI technology, such as voice recognition, is now standard from providers such as Apple with Siri and Android with Google Voice, and Oracle seamlessly integrates with these services. Furthermore, Oracle’s heritage in the back office means that it will be well placed to help clients integrate the data emanating from the apps into the systems of record.”
Organizations Create Unique Customer Experiences
“With Oracle Digital Assistant, we were able to really improve the guest experience at our Bahia Principe hotels,” said Mateo Ramón Sastre, CIO, Corporativo Grupo Piñero. “The new Guest Service assistant significantly streamlines the experience for visitors and makes their stay more enjoyable. The 24×7 assistant makes it easier to get everything guests need during their stay – beginning with finding availability and booking a room to checking in, ordering room service, and concierge services while at our properties.”
Mutua Madrid Open became the first ATP World Tour Masters 1000 and Premier WTA tournament to incorporate an AI-equipped chatbot to improve communication with tennis fans. Implemented with Oracle Cloud Platform, the chatbot, named “MatchBot,” used AI to maintain natural conversations that provided fans with information on the event, players, and results, as well as details on hospitality services, discounts on merchandise, ticket sales, access, and parking.
“We wanted to position the Mutua Madrid Open as the tournament of the 21st century,” said Gerard Tsobanian, president and CEO of Mutua Madrid Open. “Development of the MatchBot positions us at the forefront of technology and innovation. With this new technology, we were able to provide visitors with an amazing experience—a pleasant, simpler, and faster way to get the information they wanted about the tournament.”
“Here in Sant Just, we have implemented a virtual assistant (public officer) available 24 hours a day for citizens. We’ve been very happy with the speed of implementation and the increased engagement with our community,” said Pere Galindo, IT technician, Sant Just Desvern Local Council. “Now with a digital assistant that can answer questions across multiple knowledge domains, the only limit is our imagination.”