Policy Automation for B2C Service

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    Harriet Franklin
    Enhance Knowledge with Personalized Advice
    Topic posted December 14, 2015 by Harriet FranklinBronze Medal: 1,250+ Points 
    Enhance Knowledge with Personalized Advice

    A great customer experience is the goal for any service organization. An important component to that success is a strong knowledge foundation leveraged across multiple channels for both customers and agents.  Companies are looking for new ways to innovate and differentiate service in today’s market while public sector entities strive to innovate and improve citizen service.

    Web customer service is now the channel of choice for customers and empowers them to solve a variety of requests quickly and easily.   But, what happens when the customer isn’t able to solve every request using this channel?  The customer becomes frustrated and calls the contact center.  This drives up the cost to serve and decreases customer satisfaction. 

    Agents are great at leveraging the benefits of the knowledge base to provide consistent service to customers, but the more complex requests require more time to resolve.  These requests usually involve manual interpretation of complex procedures.  To further complicate the ability to serve, organizational and service policies, legislation and business processes frequently change thus causing inconsistent advice provided by agents.

    Automating these changing policies and processes will benefit organizations by:

    • Preventing calls from going into the contact center
    • Providing consistent service for agents and reducing talk time

    Oracle Policy Automation (OPA) automates business processes, policies and procedures. Oracle Policy Automation is an end-to-end solution for capturing, managing, and deploying policies using online interviews. Available across multiple channels, these online interactive interviews or web forms can be embedded seamlessly into knowledge articles available to both customers and agents.

    Together using Oracle’s knowledge solutions, OPA provides the ultimate customer experience. Innovative organizations are using Oracle Policy Automation to:

    • Deliver Dynamic, Personalized Advice – Policy Automation interviews understand which policies apply to a customer based on their particular circumstance. Each customer gets personalized advice tailored to their unique situation.
    • Provide Real-time Decisioning and determinations – At the conclusion of the interview, service decisions with detailed explains are available to such questions as: is the customer eligible for a product return or upgrade?;  is the customer eligible for the benefit?
    • Ensure compliance - With business friendly authoring, business users can create and maintain rules using natural language tools. Compliance reports are also available to ensure rules and policies are met.
    • Reduce Costs - Integrated out of the box with Oracle Service Cloud, policy automation can be deployed in the contact center and web customer service channels without customization.

    Adding Oracle Policy Automation to Knowledge will lead to increased customer satisfaction and operational efficiencies and ultimately increasing revenue.

    Want to know more? Click here to see a video Want to try it for yourself?  Click here for an online demo

    For more details, see Online Documentation with Service Cloud