Oracle launches Knowledge Advanced Cloud
Oracle has unveiled Knowledge Advanced, a new cloud solution within the Oracle Service Cloud, which the company says helps organizations deliver a better customer experience, while reducing overall customer support costs. Fully integrated into Service Cloud, the new knowledge management solution enables organizations worldwide to effectively create and refine their knowledge assets to deliver a seamless cross-channel customer experience for both end customers and contact center agents.
Oracle says Knowledge Advanced cloud delivers rich capabilities including highly accurate cross-lingual search using natural language processing (available in 36 languages) and self-learning algorithms, flexible authoring (available in 19 languages) and workflow, rich analytics and customizable self-service and agent-facing knowledge applications. By taking advantage of federated search, organizations can find and display knowledge in one single interface regardless of where it is located, including the knowledgebase, other content stores and social sites.
Oracle says Knowledge Advanced cloud also helps organizations drive efficiencies across the contact and engagement center by empowering agents with timely information at the point of need. The new release provides a complete web self-service solution with the integration of Knowledge Advanced and Customer Portal that enables brands to easily create and deploy pixel perfect service experiences using built-in tools and widgets.