Oracle Service Cloud Roadmap

Doctor CX

The usual quarterly releases have brought many great improvements to Oracle Service Cloud, in terms of functionality enhancements or new features. But there is still more to come in the next releases. The Oracle roadmap for Oracle Service Cloud has a lot of new stuff for the coming 12-18 months, of which I highlight:

Virtual Assistant

  • Enhancements to the VA will improve the conversation. More than being able to chat with the customer, the VA will suggest questions & answers based on the web visit.
  • A tighter integration between both products – Oracle Service Cloud and Oracle Virtual Assistant (formerly known as Intent Guide) – will make it easier to integrate and will allow shared admin (currently, to configure VA admins have to use different UI / login).
  • VA will be available to be used in any web page, by the use of a Syndicated widget. Currently it can only be used in Oracle Service Cloud Customer Portal…

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