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Chatbots – ODA

Oracle Digital Assistant (ODA)

Platform for Creating Digital Assistants and Chatbots

STRONG POINTS

Methodology + technology = Quality Chatbot

The MPL + Oracle Digital Assistant pair will provide an excellent chatbot experience.
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Multichannel Support

Interact with your audience on WhatsApp, Facebook, Instagram and more.
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Conversational Artificial Intelligence

Deep semantic analysis using natural language processing (NLP).
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Chatbot Insights

ODA resource for collecting and analyzing conversation data.
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Integrations with systems

Your digital assistant integrated into your systems.
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USE CASES

24/7 customer service

Reduce costs and improve your customer relationships.
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Lead Generation and Sales

Ask questions, captivate your customers and sell on the channels they use.
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24/7 Helpdesk Service

Automate and streamline common tasks like password updates.
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INNOVATE WITH US

Contact us to talk about innovative solutions for your company.

Talk to MPL Consultant

Methodology + technology = Quality Chatbot

The MPL + Oracle Digital Assistant pair will provide an excellent chatbot experience

Chatbots or digital assistants are a reality of Digital Transformation. Many companies adopt this technology for customer service, sales, and other use cases.

However, it is common to identify some problems when using any of this feature. MPL created a development methodology with premises and techniques that must be followed by our entire team. The objective is to reduce as much as possible the possibility of some common errors occurring in chatbots, such as: “loop” conversations, failure to identify typos/emphasis and failure to refer to another type of service when the problem is not resolved.

This methodology aims to guarantee a quality standard in the chatbots/digital assistants that we will develop for you. But, this is only possible because we have at our side a powerful development platform that gives us several resources that are exploited to the fullest by our team.

We made 3 very summarized chapters explaining a little more about our methodology. Arouse your curiosity and embark on this series with us.

Part 1:

Part 2:

Part 3:

Multichannel Support

Interact with your audience on WhatsApp, Facebook, Instagram and more

Interacting with your target audience will be more efficient and reach more people if you are present in the messaging channel that most of your audience uses. Whether it's an interaction for marketing, sales, service or relationship.

Research shows that, even in 2021, WhatsApp was already installed on 99% of Brazilian smartphones, followed by Instagram (82%) and Facebook Messenger (76%). According to the same survey, 96% of people use WhatsApp every or almost every day.

Chatbots and digital assistants built on Oracle Digital Assistant can run on WhatsApp, Instagram, Facebook, websites and other supported channels.

Figure: Percentage of apps installed on smartphones

Source: Panorama Mobile Time/Opinion Box – Messaging in Brazil - February 2022.

Conversational Artificial Intelligence

Deep semantic analysis using natural language processing (NLP)

Oracle Digital Assistant uses artificial intelligence algorithms based on “Natural Language Processing” (NLP) to understand users' intentions. In addition, Oracle Digital Assistant interprets the phrase to retrieve important information such as: “I want to schedule an appointment for tomorrow”. In addition to understanding the user's intention (scheduling an appointment), it automatically interprets the desired day for the appointment (Day after the current day).

In addition, through supervised machine learning, digital assistants learn as they are used by end users.

Fun fact: Do you know the difference between chatbots and digital assistants?

Chatbots are computer programs that simulate and process human conversations (written or spoken), allowing people to interact with digital devices to order their favorite drink or request a ride from a ride-sharing service. Chatbots interact through relatively simple “conversations”.

It's easy to confuse digital assistants with chatbots – and in fact, a digital assistant is an advanced type of chatbot that can handle more complex interactions in a conversational way. A digital assistant, for example, might respond to a complex request such as: “Schedule a flight to São Paulo for me next Friday, using my usual seating preferences, and arrange transportation to and from the airport.” To respond to this request, the digital assistant will need to access multiple sources and interpret different contexts in the sentence – a capability that the regular chatbot does not have.

Perhaps an easy way to understand the difference is to remember that while all digital assistants are chatbots, not all chatbots are digital assistants.

With Oracle Digital Assistant both can be created.

Chatbot Insights

ODA feature for collecting and analyzing conversation data

“Insights” is a feature of Oracle Digital Assistant for collecting and analyzing data from digital assistants' conversations with end users. All data is important and essential to improve service and identify opportunities.

Some advantages of “Insights”:

– Offer insights into conversational bottlenecks and usage metrics, which can be used to improve digital assistant accuracy and create a better user experience.

– Operational insight into all Digital Assistant abilities to measure ROI using deflection rates, analyze usage patterns/popular channels, identify top issues and reasons for failures.

– Archiving and exporting capabilities to manage data storage; this data can be used by other tools for further analysis.

– Data collection is automatic and reports are populated while running in real time.

– Information of the most used channels.

– Data from what else people have been talking to the chatbot.

– Chatbot rating charts.

Integrations with systems

Your digital assistant integrated into your systems

The integration between applications and systems is essential for innovation and digital transformation solutions. What's the point of having a digital assistant to serve your customer if he doesn't connect with your system to get order, product and/or invoice information?

With Oracle Digital Assistant, we will be able to create digital assistants integrated to your systems from the consumption of SOAP/REST APIs.

24/7 customer service

Reduce costs and improve your customer relationships

Smart digital assistants and chatbots are already a reality of digital transformation and customer service.

Research shows that people are opting for this type of service. In 2021, the traffic of messages exchanged in conversations with Chatbots almost tripled compared to 2019. There are about 2.8 billion messages per month exchanged between people and chatbots.

Through Oracle Digital Assistant, a platform for creating digital assistants, MPL will be able to help your company in the creation of digital assistants and chatbots that can be published on various channels such as: websites, Whatsapp, social networks and others.

We list some advantages of having a chatbot for customer service and relationship developed by MPL.

  • Cost reduction through automated service
  • Service available 24/7
  • Reduction of service and waiting time for service
  • Identification of dissatisfaction and unresolved problems, through the Oracle Digital Assistant data analysis tool. 
  • Multi channel: Meet where your customers are (Whatsapp, social networks and websites). 
 

In the video below, we show a digital assistant on WhatsApp integrated with the Oracle JD Edwards ERP where customers can check credit limits, open invoices, request a duplicate slip and negotiate the payment of overdue invoices.

Figure: MONTHLY TRAFFIC OF MESSAGES EXCHANGED IN CONVERSATIONS WITH BOTS

Source: Panorama Mobile Time Survey – Map of the Brazilian Bot Ecosystem - August 2021.

Lead Generation and Sales

Answer questions, captivate your customers and sell on the channels they use

Another application of digital assistants or chatbots is in Lead Capture and Sales. You can use a digital assistant to answer questions about products and services, present relevant information that can help convert an interest into a lead, or even a sale.

Also, it is important that you are present where your customers are.

MPL has professionals certified in Oracle Digital Assistant, which is a platform for creating intelligent digital assistants that can be published on various channels such as: Whatsapp, Instagram, Facebook, websites and others.

If you invest in social media marketing, why not provide your customers with a digital assistant focused on answering questions and boosting sales?

Contact us to create a solution that will help boost your sales.

24/7 Helpdesk Service

Automate and streamline common tasks like password updates

IT support professionals are often burdened with common and repetitive tasks that could be automated by a digital assistant, such as: creating users, resetting passwords, unlocking users, questions about installing software and using printers.

Also, people making this request have to wait until the support professional can perform the task. Imagine the scenario where an ERP user doesn't realize that Caps Lock is on and locks their user out of the system. This person will be stopped, not using the system, until the support team can unlock it. Imagine that this happened outside of office hours as it is an important delayed activity. If there is no support person on call, she won't be able to use the system again until the next day.

MPL, together with Oracle Digital Assistant, will be able to create an intelligent digital assistant to automate your Helpdesk service, providing benefits such as:

  • Freeing up your IT team for more complex activities and, consequently, decreasing the backlog of team tasks
  • 24/7 self-service for your employees
 

See in the video below, a digital assistant helping an employee to “reset” his Oracle JD Edwards ERP password.