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Promero, an Oracle Gold Partner since 2010, can provide the personal attention not readily available from large corporations. Whether you are an enterprise business or SMB, let’s review how Oracle ChatBots can help your business grow. Contact Promero for a free consultation.

BOTS & ARTIFICIAL INTELLIGENCE: THE NEXT ERA OF BUSINESS COMMUNICATIONS. Oracle Digital Assistant-to-Salesforce CRM-to-Bright Pattern LiveChat Agent

In today’s world of social media, digital communication and the need for right-now interactions, BOTS and Artificial Intelligence are the Next Era of Business Communications. Artificial intelligence can contribute to an enterprise’s communication strategy in new and impactful ways. Promero leverages the Oracle Digital Assistant platform, also known as ODA, to deliver an A-I powered BOT that can connect to a business’s backend applications.

Promero developed this integration of the Oracle Digital Assistant, an Artificial Intelligent BOT, with Live Agent Bridge to Bright Pattern ACD and Salesforce CRM.

Oracle Digital Assistant “Bajaj Paddy” developed in Two Weeks

Using Oracle Digital Assistant hosted on Oracle Mobile Cloud, Bajaj Electricals was able to develop a pilot chatbot in just two weeks. Bajaj ‘Paddy’, the bot that pops up on the Bajaj Electricals website, includes a dialogue engine to formulate questions that customers are likely to ask and ML capabilities to help the bot refine its responses. Currently, with Oracle Sales Cloud, it is able to connect with the field sales team round the clock. “With this two-way intelligence sharing process near real time, the sales teams are able to design new promotions and campaigns,” said Rajnish Sinha, CDO & CIO, Bajaj Electricals.

Oracle Digital Assistant Use Cases

“Today we have 47% less calls than last year . . . Our call % handled is sitting at 93% . . . are actually able to decrease our email backlog as we have staff to spare! Our student service manager (who provides extra support during this day) said this is the smoothest he’s ever seen results day run”

– Catherine Cherry, Director of Student Recruitment and Admission Service

Student Guidance Bot

  • Year 1
    • Bot built in 2 weeks
    • 2,500 users chatted to the bot
    • Call volume reduced by 47%
    • Average wait time reduced from 40 minutes to 1.5 minutes
  • Year 2
    • 3,678 unique users on admission day, increase of 42% from year 1
    • 82% users who completed the flow rated the experience as ‘awesome’

“The reason we chose Oracle is because of the ease and secure integration between the chatbot and our backend systems. The bot now handles more than 40% of contacts. We had high expectations but never dreamt of getting such an impressive rate so early! It’s a better customer experience and while at the same time, frees up internal resources”

– Craig Boothe, Head of Enterprise Applications, Hermes

Track Parcel Bot

  • Track and trace parcel via Conversational AI
  • Business case based on cost saving and improvement in customer service
  • 40% deflection rate of customer inquiries away from service agent
  • Extensions to allow additional services to change your ‘safe place’
  • Oracle Digital Assistant integrated with Oracle Service Cloud

TomTom Support Bot

  • TomTom is Europe’s largest Navigation system provider
  • Over 4,000 employees
  • Service B2B customers with inbound call deflection to ServiceCloud

HK is Denmark’s largest union with 250,000 members with offers complex information and union rules to young adults.

Union Membership Personal Guidance Bot

  • Bot used to provide information and personalized guidance on Union rules.
  • 2000% increase in user adoption
  • <4% contacts reached live agents
  • 77% Resolution rate

Oracle’s vision is to embed Artificial intelligence and Machine Learning seamlessly into the regular day to day activities in an enterprise, which has taken a huge leap forward with the advent of Oracle’s chatbots or Oracle Digital Assistants.
Providing customer satisfaction amidst an environment of massive scalability is the ideal scenario for any company to look forward to. Yet, failure to respond to customer queries can cause irreversible damage to a company’s image. With messaging apps becoming the most popular mode for customers to contact and purchase from an organization, Oracle Digital Assistants are the ideal Data-driven and predictive intelligent conversationalist that can answer all customer queries instantly. Powered by AI and Machine Learning, Oracle Digital Assistants provide users with engaging and personalized user experiences that make natural conversations between an organization and customers possible at all times. Oracle Digital Assistants can be deployed on Websites, Messaging apps, Voice assistance and other digital platforms.

At Promero, we easily streamline all your back-end processes to Oracle Digital Assistants platform to change the way your business connects with customers.
Why are Oracle Digital Assistants better than the Big 5 (Amazon, Microsoft, Facebook, Google, IBM) tech giants?
Because Oracle Digital Assistant is the only platform that has everything that customers need to build a chatbot with channel configuration, dialog flow, Artificial Intelligent engine, integration and an easy to use BOT builder UI that brings it all together. There is no other one multi-channel Bot platform on the market today that provides the same advanced features with integrations to more than 75+ enterprise and back-end solutions. Oracle Digital Assistants include 4 advanced key components that other platforms do not: Artificial Intelligence – Natural Language Processing – Customer Experience Real-time Analytics – Social/Digital Communication Channel Configurator.

    • What are the next steps? Request a complimentary consultation with Promero. Shorten the development cycle with Promero. Promero will assist you to deliver your project on time and on budget.

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Oracle ChatBots includes machine learning algorithms with artificial intelligence to help customers engage with their customers and employees through chatbots. There are advanced machine learning algorithms in the solution to NLP or natural language processing that immediately provides useful responses whether the user is looking for information (e.g., bank account information) or executing a transaction (e.g., purchase). As a result, Oracle Intelligent Bots will continue to improve its intelligence as the volume of conversations grows. Oracle Intelligence Bots understands user sentiment/emotion, translation of language and many more cognitive capabilities. Also, Oracle includes Customer Experience Analytics that gives deep insights into end user adoption by channel to personalize end user engagement across web, mobile apps and bots. Oracle Intelligent Bots also includes digital communication channels configurator such as Facebook Messenger, Skype, Slack, Amazon Echo, Google, Siri, Cortana, Google Voice and more. Oracle ChatBots are very cost effective and affordable. Bots save time and money by eliminating excessive demands on live agents. Some analysts say as much as 30% savings in staffing costs can be realized through the use of intelligent Bots. Download the Oracle Intelligent Bots White Paper and get the whole story.

Paygo Monthly Cost Estimate | 10,000 Requests = $53

Promero will build a proof of concept Bot at no charge and no obligation for your qualified business. When you are ready to deploy your Bot, monthly amounts are based on your selected Cloud Services, configurations and dependent services. Pay-as-you-go is billed on actual usage, prepayment is not required. Monthly Flex is a fixed commitment, has a minimum charge, and requires 1 year agreement – additional discounts may be applied based on commitment amount and term.




Oracle Digital Assistant – Skills and Channels


Coordinating Skills via Request Routing


Educating your Digital Assistant


App Initiated Conversations


Digital Assistant Insights: How Are My Skills Used?


Oracle Digital Assistant

One integrated solution: Our solution has everything that customers need to build chatbots with channel integration, dialog flow, AI engine, integration with an Intelligent Bots Builder UI that brings this all together. Our competitors provide you with a menu of components / services that you have to put together that is unpredictable in cost, ease of use, level of effort and time to market.
One multichannel solution: Our Intelligent Bots Platform is an evolution from our mature and successful mobile platform. Chatbots are great at conversational interfaces but not designed for forms-based or structured data capture which requires a mobile app. To provide the best user experience it is essential that that the platform makes it easy, simple and rich to link user experiences across chatbots, mobile and web. Our competitors take a silo’d approach to this. Our solution is the only solution that provides the ability to combine structured data capture in a free form unstructured conversational UI. You can add powerful end user experiences to collect structured data like forms, checklists, wizard automatically into existing chatbot flows. Our competition does not provide this.
Enterprise Integration: The value of the Intelligent Bots Platform is to surface data intelligently to the end users. Oracle is the leader in integration to enterprise and cloud data sources and this is also provided out of the box, reducing the effort, time and cost to expose data to the chatbots. With the Oracle PaaS, we have a complete stack that includes Integration Cloud Service (ICS) that has integrations to over 75+ enterprise and non-enterprise back-end systems, Apiary cloud service that makes it easy to design and mock up APIs and API service to secure and configure API policies.
Real-time Insights: With Customer Experience Analytics (CxA), which is part of the platform, we provide one place for customers to get insights into multi-channel user adoption across mobile, chatbots and web. Customers can answer questions like – ‘Which channel is being used the most’, ‘What use cases are more popular as interactions in mobile vs. chatbots,’ ‘Do end users use multi channels and if so are there specific characteristics like time or preference when they use channels’. These channels provide insights to personalize the engagement with the end user − Intelligent Bots operational insights: The ability to know in real time how the chatbots are performing, where are the challenges and being able to path the conversation to train the model in real time.
Chatbot to Human to Chatbot: The ability to recognize when a chatbot is unable to respond appropriately to an end user and route the conversation to a human agent seamlessly, as well for a human agent to hand off to a chatbot.
Lifecycle Management: Integrated management of the life cycle of the chatbot from development, testing to production, managing version control and integration to the continuous integration / continuous development (CI/CD) appdev life cycle management.
Continuous Evolution: We are continuously adding additional algorithms to simplify chatbot development. We are adding algorithms to understand user sentiment, image analysis, language translation, self-learning, QnA, behavioral analysis etc. Chatbot developers can decide which additional algorithms they want to add to their chatbot app by simply including these algorithms in their pipeline without having to worry about the research, selection, development and fine tuning of the underlying models. The Intelligent Bots platform is built on a micro services platform using the Oracle PaaS and its underlying micro services capabilities. Developers can choose to use these specific machine learning services like NLP, or image recognition to build their own applications.
The Oracle Cloud: Delivered as a complete solution in Oracle Cloud, it reduces the cost, effort and complexity of managing patching, upgrades and provides a reliable and secure cloud that handles backups, high availability, fail over. The depth of the Oracle Cloud from the power of GPUs in the IaaS layer, to access to the widest and broadest range of PaaS capabilities and the built-in integration to Oracle SaaS applications that provide out of the box chatbots to the applications.
Sample Vertical Apps: Oracle has the broadest support for vertical solutions through the Industry business unit that have built vertical chatbot solutions.
Reference customers: We have several reference customers across B2C & B2E, across verticals who have compared our solution against our competitors and have chosen Oracle Intelligent Bots to develop their Intelligent Bots.

Artificial Intelligence – Built In AI Algorithms with Machine Learning, Context, Conversation Flow

Artificial Intelligence has the potential to significantly disrupt all industries – potentially empowering the global workforce and transforming customer engagement. Consider this: A chatbot never sleeps, never makes you wait, can personalize the customer experience and now chatbots powered by AI have the ability to learn and build relationships. So even if AI doesn’t disrupt every job or every industry, industry leaders will need to think about their own automation strategy and realize how best to use artificial intelligence – to increase engagement, efficiencies and lower costs.

Channel Configurator

Channel Configurator End users have a choice of messaging channels they prefer to use. Certain geographies have specific channels as their preferred messaging channel while other geographies prefer other messaging channels. There are different categories of channels as well. Broadly, these can be categorized as follows: • OTT Channels: Over the top (OTT) messaging channels such as Facebook Messenger, Facebook WhatsApp, WeChat, Line, Kik, Telegram, Talk, Skype, Slack, SMS. • VPA: Virtual Private Assistants such as Amazon (Dot, Echo, Show), Google Home, Apple HomePod. • Mobile & Web app extensions: Extending native or hybrid/responsive mobile apps or web applications with chat capabilities. • Voice Based Input: Custom devices or apps with interfaces that use Siri, Cortana, Google Voice or other speech input for interaction.

Dialog Flow Execution

Dialog Flow Execution Users interact with the Intelligent Bots Platform through a conversational interaction. This interaction, also called the conversational user interface (UI), is a dialog between the end user and the chatbot, just as between two human beings. It could be as simple as the end user saying “Hello” to the chatbot and the chatbot responding with a “Hi” and asking the user how it can help, or it could be a transactional interaction in a banking chatbot, such as transferring money from one account to the other, or an informational interaction in a HR chatbot, such as checking for vacation balance, or asking an FAQ in a retail chatbot, such as how to handle returns – essentially the Chatbot becomes the first line assistant to provide immediate answers to questions, 24/7. The Oracle Intelligent Bots dialog flow editor and the execution engine makes it simple to model these conversational flows while providing a high level of control over the conversation logical paths. The dialog flow includes several different pieces, including
Steps or States – Decisions – Intents – Entities – Variables

A conversation with a chatbot goes through a specific flow with the conversation having different states and context. This flow defines what should happen next based on an input and the flow itself is implemented in the platform as a state machine, which can be thought of as a workflow or process flow. The steps are the states in the workflow which the system guides the end user through as part of the conversation. The system that guides you through those states is called a state machine. To define your flow in the chatbot, you will define specific states and assign actions (called Components) to do work in that state. These steps or states take different paths based on the user input that impacts the decision the chatbot makes for the flow. Intents and Entities are the user-configurable components of the machine learning (ML) based natural language processing (NLP) algorithm that is used in the chatbot flow to manage the state or the steps. Variables store values that can change, depending on conditions or on information passed to the system. The Oracle Intelligent Bots Process Flow in chatbots is a ‘dialog flow’, as you will be creating applications that interact with users in the form of a dialog. The process itself is implemented as a state machine via a set of rules and it is defined in the Intelligent Bots Platform console in a format known as Oracle Intelligent Bots Markup Language, Intelligent BotsML for short. Intelligent BotsML is a form of YAML. YAML is a markup language that is, fundamentally, a way of expressing data and data relationships in a format that is highly focused on human readability. One of the differentiated value of this dialog designer and execution engine is that the dialog designer and execution engine is tightly integrated with the ML based NLP engine. Human conversations are often non-linear in nature. End users could potentially branch into different states / context in course of a conversation. For example, let’s say I want to transfer funds from account A to someone. Let’s say I start by asking the chatbot – pay Tom for dinner. The chatbot responds with “from which account?”. Let’s say the user picks checking but realizes he is not sure of how much he has in the account; he switches context to ask for balance and further wonders about and asks for recent transactions, and so on. In other words, the user triggers changes in the state, from transferring money, to checking balance, and then to recent transactions. At some point, he decided to pay Tom, which is the original state he started with. The Oracle Intelligent Bots platform makes it very easy to model this with built in state management so the developer does not have code and maintain the complexities of state management, reducing the time to deploy and the cost of ownership in managing the code.

Artificial Intelligence Engine

The Oracle Intelligent Bots expose multiple natural language understanding (NLU) models to predict user-intent from incoming chatbot requests and accurately execute the required dialog flow. To achieve this, we utilize multiple natural language processing (NLP) and machine learning (ML) algorithms combined with other approaches to classify end user intent.

Custom Components

Custom Components is another name for ‘3rd party integrations’. Custom Components can consume any integration service (REST) for almost any ERP, CRM, E-Commerce, Warehouse Management Software, Transportation Management Software or Bot-to-Live Agent hand off to any ACD platform. For chatbots to add value to a conversation, it must be able to integrate to the system of record that holds information required for the targeted use cases. These are typically enterprise backend systems that own customer’s banking information, or employee information in a HCM system, or sales information in a Sales CRM system. Oracle is the leader in integration to enterprise and cloud data sources and this is also provided out of the box, reducing the effort, time and cost to expose data to the chatbot. With built in integration to Oracle Mobile Cloud, Enterprise (OMCe), the Intelligent Bots Platform can leverage the shaped mobile APIs, and in addition, making use of mobile-first services, like Push Notifications to send asynchronous notifications from the backend systems to the chatbot.

Intelligent Bot Analytics

The Oracle Mobile Cloud Enterprise (OMCe) includes Customer Experience Analytics (CxA) that provides deep insights into multichannel user adoption across mobile, chatbots and web. Customers can answer questions like, “Which channel is being used the most”, “What use cases are more popular as interactions in mobile vs. chatbots”, “Do end users use multi channels and if so are there specific characteristics like time or preference when they use channels”. These channels provide insights to personalize the engagement with the end user. With CxA, businesses can create segments of user, perform cohort analysis and deep funnels, to get deeper insights, and integrate with marketing applications to create personalized promotions that engage the user within the most appropriate channel.
Intelligent Bots Operational Insights:
CxA provides real time insights on how the Intelligent Bots are performing, where the usability challenges lie, and the ability to test the paths of conversation to train the model in real time. Specific to the Intelligent Bots, CxA provides out of the box reports and tools to optimize Intelligent Bots performance and end user journey. With CxA, business users can determine:
How is my Intelligent Bots being used?
What’s my Intelligent Bots’s engagement / utilization metrics?
Intent resolution accuracy over time
Popular phrases of user input
Popular conversational paths and choices being selected
User Reports: Active, New and Inactive by Geo, Device, and Channel
Message Reports: # of Sessions by Intelligent Bots by Channel & Message load (# of Messages) / Intelligent Bots / Channel