Oracle Magazine, July/August 2019
A delivery business ships parcels and information We are feeding 15000 small business owners the information they need in order to efficiently complete our deliveries says Chris Ashworth CIO at Hermes ORACLE MAGAZINE JULY AUGUST 2019 39 We are feeding 15000 small business owners the information they need in order to efficiently complete our deliveries Ashworth says Hermes decided to use Oracle Digital Assistant partly because it is easy to integrate with other databases and cloud services Finished bots can be exposed through standard chat and voice channels a custom mobile app or a link on a website Hermes integrated its Holly chatbot with Oracle Service Cloud and is establishing an interface to Facebook Messenger All of Hermes data is stored in Oracle Database which will soon be migrated to Oracle Cloud We have certain automated transactions that write back to Oracle Service Cloud White says The bot handles them directly New Opportunities for Employees There was an initial concern in Hermes customer service department that Holly would eliminate some jobs In fact the total number of jobs hasnt changed but customer support workers are engaged in tasks that are more interesting and challenging Weve taken away the mundane activity and freed up the human agents to handle the tricky cases especially those instances that require experience and sensitivity White notes The one thing we are not asking Holly to do right
You must have JavaScript enabled to view digital editions.
