In a short time, Oracle has delivered several chatbots for PeopleSoft HCM and Finance applications that leverages the AI powered Oracle Digital Assistant (ODA) PaaS cloud. By subscribing to ODA service, PeopleSoft customers can easily deploy and extend these pre-built chatbots.
In these early days of adoption, many customers are still evaluating the business value offered by chatbots for back office application like PeopleSoft, to justify their investment in ODA PaaS cloud. Chatbots offer an intuitive, conversational user experience compared to a traditional web UI. A well designed and integrated chatbot can offer rich user experience, high efficiency, and significantly lower customer support cost.
In this article, I discuss the 3 aspects of chatbots that are critical success factors and when executed well, can provide a transformative deployment that offers business value and enriched user experience.
Channels
In chatbot lingo, “Channel” refers to “How” the chatbot is accessed by users. PeopleSoft delivered chatbots are accessed using a “Web Channel” from within the PeopleSoft application. This supports a straightforward scenario where users, instead of navigating to multiple pages, can get the information and perform the tasks from a single chat window. However, this only barely scratches the surface of possibilities of deploying chatbots. Oracle Digital Assistant provides AI-powered voice recognition and native multilingual support across multiple channels that can far expand the reaches of PeopleSoft chatbots. Read the complete article here.
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