Automation is the key to future-proofing a company’s customer service journey. Oracle’s innovative solutions solve two inherent stumbling blocks with turn-key effectiveness.
One is providing effective customer service by having the ability to respond to every customer’s unique issues. The other requires the agility to respond to changing customer preferences and behaviors impacting your company.
With automation features integrated into your customer service platform, businesses can be prepared to manage both problems. Such as the recent global challenges surrounding the health care crisis, manufacturing delays, and skilled worker shortages.
Successful customer service organizations must go beyond answering questions and fixing problems. The service you provide must be predictive, unique, and hyper-convenient. Driving these experiences through automation will also drive growth.
Keep in mind that growth means more than just increasing revenue gains. Growth also comes from empowering employees to provide service inline with both current customer trends and employee work styles. To accomplish this goal, an organization must adopt a growth mindset.
This is where automation comes into play. In the face of constant transformation, you must drive your company to thrive and not just survive. The only way to meet both customer and employee expectations today is through automation.
Extend Corporate Reaching Power
Oracle’s service automation strategy helps win over customers and employees. This is critical when looking at current market trends:
- Automation use is rising. By 2024, 80 percent of all service interactions, engagements, and processes will be automated.
- Some 80 percent of consumers will view the world as all digital with no divide, according to Forrester.
- Digital sameness drives the competition to break the digital template.
- An increasing number of adults regularly buy from brands that align with their personal values. This spurs brands to take actions like never before considered, according to Forrester.
Also, consider that Forrester’s research revealed that 58 percent of consumers expect that companies master their digital resources in order to respond better if the country faces another public health emergency.
How Service Automation Works
Automation fabrics play a vital role in unlocking your business growth potential. Oracle’s automation approach provides essential, connected tools, each purpose-built to your organization’s goals. Oracle’s automation fabric offers several unique automation concepts, operating on one unified platform.
Let’s begin with the first five chapters:
(1) Automate advice and decision processes instantly with Intelligent Advisor, a decisioning engine with a patented algorithm created for business users to manage without heavy reliance on IT.
(2) AI and next best action guides service agents with contexts and recommendations that present different options to interact with the actionable insight through a single Insights Panel.
(3) Chatbots and self-service automation enriching digital-first engagements help to cut operational costs and can be deployed with integrations to Oracle Digital Assistant chatbot, Intelligent Advisor, agent or customer portal, and other systems.
(4) Automating event-based processes and workflows makes it simple for business users to generate, analyze, and subscribe to different events to automate actions to deliver their unique service needs.
(5) The common denominator is a business user-friendly integration framework that enables real-time deployments and adjustments across any next best action determinations. This low-code no-code consistency was built to empower business users to adapt and respond quickly to external and internal events efficiently. That lets you invest technical resources in innovation as new technology and channels evolve.
When Alice Park, senior product manager at Oracle, talks with customers who are automating, she finds they are curious, fearless, and forward-thinking in experimenting with automation. They think of ways beyond what is considered a traditional solution for solving service problems.
“That, coupled with the power of an automation-focused development team at Oracle Service, is what is driving our automation strategy to fuel the need to think differently and create a space and community for our automation solution,” she offered.
Oracle knows that the right automation solution helps organizations manage the constant change of digital transformation. It offers a long-term vision for service leaders to think about automation effective built on APS (Agility, Precision, and Speed). Its service automation is designed with native no-code/low-code integration that emboldens your use in CX, ERP, and HCM use cases across all systems in which your data is housed.
Futureproofing Made Better
Oracle’s service automation tools empower a business to run as efficiently as possible, while creating competitive differentiations that future-proof a brand.
Through the Oracle Automation Fabric, businesses gain three critical components necessary for improved customer service. First, agility lets you adapt quickly to external and internal events. Second, precision personalizes and enriches guidance to delight customers. Third, you get speed and enjoy first to launch innovation and automation experiences at scale.
Oracle’s technology improves employee and customer retention and feeds organizational growth. It is important to debunk the common misconception that service itself facilitates speed, convenience, helpful employees, and friendly service.
In a PWC-based survey, more than 70 percent of consumers rated each of these service touch points as mandatory. The research is clear: digital automation gives you a grip on unpredictable events.
Service Automation Masters Digital Customer Service
Oracle’s innovative software helps brands deliver automated digital customer service in two modes — assisted service and digital self-service. It also is a factor in realizing growth potential, according to Park.
“What is important is considering the growth mindset of imagining what is possible to automate across your business,” she said.
Assisted service uses human agents over digital channels like chat, online video conferencing, email, SMS text, and social media. The platform also supports self-service without a live agent’s help and can even switch back and forth as needed.
Advanced features bring innovations with process automation, natural language processing (NLP), artificial intelligence (AI), chatbots, and advice and decision automation. This advanced technology enhances your company’s ability to:
(1) Troubleshoot problems
(2) Explain contract and warranty terms
(3) Automatically reset login credentials
(4) Demonstrate proper assembly and usage
(5) Connect customers with expert advice.
In essence, Oracle’s service automation tools reinvent guided self-service. Remember, digital self-service is the customers’ go-to approach for finding answers and resolving issues. It lets them avoid long call center wait times and puts them in control.
Enriching CX Efficiently
Curious about how automated service helps your customers as well as your company?
Here is one example: Chatbots ask questions that steer a customer toward the best resolution. Oracle’s digital assistant, a pre-trained chatbot built with conversational AI and natural language support, is enabled with front- and back-office data allowing the assistant to take personalized actions on the customer’s behalf vs. serving just a simple means of conducting a digital conversation.
The digital assistant goes beyond a single purpose and recommends or completes tasks like scheduling meetings, checking your balance, and ordering a replacement part.
Here is another example: an online interview flow that presents a decision and a description of how that decision was reached. This last example might be the crown jewel of customer service fetes: evolutionary continuous brand differentiator driven by several fundamental tools and metrics to ensure effectiveness.
This advice and decision automation can be powered to answer any customer question that is dependent on a set of rules that affect the personalized output.
Oracle’s guided self-service strategy includes key capabilities that make service automation attainable. Knowledgebases provide information about your products and services. They are often supplemented in frequently asked questions, white papers, video tutorials, and more. Imagine if you could combine a chatbot, interviews for decision-making, and knowledge articles for a completely differentiated experience.
From an agent perspective, automation can help agents gather customer intelligence and analyze customer information. This data includes their purchase history, behavioral data, or details to provide personalized support.
Decision automation technology can also guide the agent, similar to guiding a customer, through a series of questions delivering personalized agent-facing information and advice.
Automated proactive engagement based on customer activity drives chat pop-ups, suggested knowledge base content, or contextual knowledge options to speak to a live agent.
Fine-Tuned Digital Options for Growth
Providing automated digital customer service is essential to satisfy the preferences of today’s customers for choice, control, and speed. Not all customer service is one size fits all. Oracle’s solutions take this need for customization into consideration.
“It provides automation practices that are unique to their business needs,” noted Park. “Whatever those needs, Oracle’s automation software empowers growth.”
One major consideration is realizing that not all automation is a universal fit, she cautioned. The automation process is not always a one-size-fits-all adoption.
For instance, digital assistants are popular among Gen Z customers. But not all classes of customers will readily use them. So, Oracle’s service automation encourages more customers to use digital channels by providing options that reflect their needs and preferences.
Oracle’s service tools support digital channels at all steps of the customer journey. This means your customers can receive an entire brand experience at any moment.
It gives companies options to make the best use of their resources. These options let customer service leaders establish a threshold to govern when customers can escalate requests to a human agent. As more options and channels to engage with organizations open up, Oracle’s service automation is built to work all together as one single solution, so the customer has no idea what has even been automated.
The ultimate goal is to empower growth. Oracle’s approach to implementing automation does precisely that, added Park. By unlocking new digital experiences, servicing more customers, and creating a framework that can accommodate the changes in customer behavior and preferences, the implementation of service automation can have a huge impact on any organization with a growth mindset.