Digital Customer Service

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  • Mohana Gopal Selvam

    Hi Usha,

    We have defined 5 BUs in OEC. So do we have to configure 5 different DCS application?

    Thanks,

    Mohan

  • Mohana Gopal Selvam

    Hi Usha,

    Did you get any solution?

    Thanks,

    Mohan

  • Matias Buonavolonta
    Hi Jeremy, Sorry but what do you call Digital Assistant? I speak of virtual assistant for chat. will we be talking about the same? Thanks, regards
  • Jeremy Kembel

    Hi Matias,

    For Engagement cloud / customer service, the "Virtual Assistant" (bot for service) will not be available in the near future. However, the Digital Assistant platform will soon be available with an integration to Engagement Cloud customer service (the primary integrations are related to Chat). There is not yet a specific date for this integration, but is likely in the next ~2-3 quarters (perhaps 19C?)

    Cheers

  • Reghu

    Ok thanks.  we are eagerly waiting

  • Christopher Tarabochia

    More is coming in 19A to make all of this easier to do with either

    1. What we provide out of the box with DCS/VBCS and the DCS reference implementation that is pre-wired to the APIs

    2. Syndication with Oracle Inlay Toolkit coming in 19A with the Chat inlay

    3. API only approach with documentation and sample code coming for 19A

    We understand that implementation projects can get complex based on customer need so we are providing an easy way to purchase DCS and the Daily Visitor Session gives the ability to use all or any of the 3 approaches above for your specific implementation needs. Again, many things coming out very soon that help address these types of various implementation strategies

  • Christopher Tarabochia

    Digital Customer Service and Visual Builder allow you to extend exactly in that way. Remember, DCS is measured with Daily Visitor Sessions (DVS 24 hour user session). You have full access to the Visual Builder tools. Also, many new things are coming in 19A with a DCS Reference Implementation on Visual Builder Visual Apps (VBCS2). If you are starting a new project I would highly recommend evaluating the 19A release before spending all your development cycles on previous releases.

  • Christopher Tarabochia

    I am not sure what you are asking. When you purchase DCS as the add-on to Engagement Cloud you will get the full version of VBCS to build on. Coming in 19A we have a large release of DCS with the new VBCS platform for Visual Apps (sometimes we call VBCS2). Lots of good stuff coming that I think will help what you are trying to do here.

  • Reghu

    Dear Christopher,

     

    Please correct if I haven't understood you correctly. 

    We can do chat and Co-browse via applications other than DCS too. But we have to take care of the security mechanisms, which otherwise is OOB in DCS and OEC integration.  

    If yes, the documentation to do that is not out yet and will be out soon?

     

    Regards

    Reghu

  • Christopher Tarabochia

    So if you plan on using your own web application framework you would still need to purchase DCS as this allows you the ability to access the rest APIs with Daily Visitor Sessions (DVS). We have a 3 pillar approach for DCS that allows for access to all the tooling and API

    1. Use all of the Oracle tools out of the box (DCS, VBCS, etc, etc)

    2. Use our syndication tools Oracle Inlay Toolkit (coming in 19A) - starting with the Chat inlay for embedded syndication across any web sites

    3. Use the same rest APIs with any tools you want (sample and documentation coming in 19A)

    Simply purchase the one SKU of Digital Customer Service and all the above 3 pillars are available for you and your implementation project. Lots of things coming this year, but this should give you an idea where we are going.

     

    Thanks,

     

    Chris

  • Christopher Tarabochia

    You can use the same APIs that Digital Customer Service uses with Visual Builder and Engagement Cloud. Now given that, not all the functionality are public APIs at this point. But for things like, Authentication, SRs, Knowledge, any EC object with a rest API and chat, you could spend the time to develop everything from scratch. 

    So, if you want to use some web app framework against the most of the same APIs we are actually releasing the documentation and sample code to help you implement your solution in this way very soon. But, you could also just use the APIs, but might take you a little longer to do the proper security as its not well documented for this use case yet.

  • Reghu

    Please read the implementation guides, they have explained in detail

  • Hamzeh Al Karmi

    How can I access the plugins for integrations? 

  • Reghu

    Live chat is a window that can be used for both CTI as well as Chat.  since CTI is not provided in OEC, they have provided plugins to integrate with other service providers.

    But I really doubt about chat and co-browse.  (in my opinion its tightly coupled with DCS).  I would be happy to see if its otherwise., as there are customers I have seen who have portals already and want to reuse as opposed to buy license for DCS

  • Hamzeh Al Karmi

    I don't have the customer's portal at the moment. However I have another question. Is there such a thing as live chat plugins or co-browse plugins? I was tasked with finding an answer to this issue and was not given the customer portal unfortunately.