Enterprise giant Oracle needed support to engage with businesses looking to upgrade their ERP solutions
Large corporates using existing enterprise resource planning technologies such as Hyperion, PeopleSoft and E-Business Suite could gain major benefits from upgrading to cloud-based ERP (Soar.2.0)
We helped by creating a digital sales assistant, personalised by role and industry for users. These users could be scored against ML (machine learning) algorithms – giving Oracle more qualified leads that would be integrated with their back-end systems for sales teams to close.
Our solution runs on Oracle.com websites globally, as part of their ‘Soar 2.0’ initiative, connecting with web, sales, digital marketing automation and live chat applications and teams.
We kicked off the process with conversational business planning (part of our initial diagnosis framework) this saw the Synthetic team and the core Oracle team working together on the business case, customer behaviour, attitudes and personas.
This led to discussions around the technology stack and applications best suited to integrate. From there we began the conversation design workshops which included user types mapped against conversation flows – with expected and unexpected outcomes planned as part of natural interactions.
Testing training data against NLP intents, adding small talk and keeping a consistent tone of voice for the assistant were all completed alongside the back-end integrations. It was important that we used the best of Oracle cloud services to showcase both the upgrade path and how the latest digital assistant technology would make it a seamless process.
We integrated a number of elements to make the assistant fly;
- Progressive profiling (returning users get a different journey)
- Conversational forms (to make it easier to capture user data)
- Machine learning scoring (for qualified lead gen)
- Marketing automation with Eloqua (to integrate with CRM)
- Advanced live agent routing (directing purchase intent to the right teams)
- Multi-language (on the fly and static)
We launched the assistant ‘Toni’ on Oracle.com properties as a bespoke webchat bot with personalised user flows by job role and industry. With different user segments being served more relevant information depending on their need state and status (new user, returning user, profile, ready to upgrade)
The assistant integrates with Oracle content and experience cloud, service cloud, Eloqua marketing automation as well as OCI native and the latest Oracle Digital Assistant (ODA) environments
The assistant roadmap includes piloting the upgrade assistant on multiple channels – Slack, Facebook Messenger and Voice interactions.
There are upgrades planned within CX (Customer experience) and HCM environments, using the framework for additional products, alongside upgrades to NLP, smalltalk, flow and user personas – based on analytics.
What to do next
We can help with your end-to-end customer experience – from ERP, HCM and CX to automated marketing and upgrades for SaaS products. Get in touch for a review of the possibilities of Conversational AI and how you can engage customers and drive revenue.
Conversations Worth Millions.
