Oracle Magazine, Nov/Dec 2017
ORACLE MAGAZINE NOVEMBER DECEMBER 2017 43 what isnt with the chatbot experience Thakur says that access to analytics is important not only for improving the customer experience of a chatbot but also for proving the business value You can launch these things but then you need to tell your business which channel is most popular or how this channel is reducing the call volume to your call center he says Oracle Mobile Cloud Enterprise includes customer experience analytics to help teams get the kind of deep insight needed to personalize engagement with end users You want to be able to answer these very fundamental questions Oracles Uliyar says Who is using my channel How many users are coming through which channel What are they doing in each channel And he notes that analysis needs to cross channels so you know what people prefer to do on a mobile app versus a bot Calling on Instant Apps Dont expect to keep neat and tidy lines separating these bot mobile and web channels however In fact Uliyar expects chatbots to accelerate a change in how mobile apps are built Instead of a single mobile app he talks about instant apps that can surface only one piece of an apps capability So if youre asking a chatbot about concert ticket options and you pick one to buy the bot can connect you to only that buying piece of the app with your selection filled in and not the full app with a seat selection map and a calendar of upcoming events Instant apps is an appropriate name for this idea because the true driving force for chatbots circles back to the customer and employee desire for instant response People text their friends because they want an answer right now and they increasingly expect the same from companies Not only does a channel agnostic approach allow us to deliver solutions for emerging channels quickly but it also ensures that our customers have a consistent experience however they choose to interact with us Michael Menendez Vice President Information Technology Exelon
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