What is the Oracle Virtual Assistant?
Virtual Assistant, Chat
Oracle Service Cloud
Oracle Virtual Assistant (OVA) Cloud Service allows consumers to access virtual assistant capabilities delivered through the Oracle Service Cloud Chat UI. OVA enables you to automatically route customer interactions to a virtual assistant instead of a live human agent. OVA leverages Natural Language Processing (NLP) and industry-specific dictionaries to understand consumers' queries and provide answers to common issues and questions. OVA can also be configured to hand off to a live human agent while maintaining the history and context of the conversation. OVA comes with human-manageable administration tools and an intuitive dashboard that allows you to monitor and tune its performance accordingly.
Note: OVA requires a separate license. If you are interested in learning more about Oracle Virtual Assistant, reach out to our Solution Consultants below:
For additional information, refer to the 'Implementing Oracle Virtual Assistant with Oracle Service Cloud'. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.