This week, Oracle is livening up its Clouds with chatbots and other kinds of intelligent apps.
First, it is bringing chatbot creation, management and hosting for the first time to its Customer Experience Cloud Suite.
The Suite is the uber-brand for the constituent Clouds of Marketing, Sales, Commerce, Configure/Price/Quote, Service and Social. (Plus Oracle has announced a new Content and Experience Cloud, which centralizes the tools for content production, management and delivery.)
The chatbot introduction means that marketers now have Oracle tools for specifying responses in an Oracle-connected chatbot conversation on Facebook Messenger or Amazon Alexa.
An on-board conversational engine will help determine the human’s intent and context, or it will automatically hand off to a live agent if the back-and-forth becomes too complex. Chatbots include specialized ones for customer self-service and assistance with such sales tasks as account search.
Second, Oracle is introducing something called Adaptive Intelligent Agents, within the Commerce, Marketing, Sales and Service Clouds.
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Author: Barry Levine
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