Live help lets your customer representatives (agents) serve your customers in real time through typed conversations. With Oracle B2C Service and Oracle Fusion Service, you can turn a digital assistant into an automated agent that participates in live-help chats in much the same way that human agents do.

In cases where the digital assistant can't assist the customer, it can transfer the conversation to a live agent. This automated agent will be available 24 hours a day, 7 days a week, even when all human agents are busy.

With live help, you might find that your agents spend the bulk of their time on tasks that an automated agent can easily handle, such as answering a frequently-asked question or tracking a package. To minimize the number of chats that your agents must handle, and to reduce customer wait times, consider first routing your chat sessions to a digital assistant. The digital assistant can deal with the easy tasks, and, for the more complex ones, gather essential details before transferring the chat session to a human agent. Your agents will thus provide more value to your company by only spending their time where they can add the most value.

• Supported Chat Services for DA as Agent
• The Digital Assistant as Agent Framework in Action
• How the Digital Assistant as Agent Framework Works
• DA-as-Agent Template
• Basic Steps for Creating a Digital-Assistant Agent
• Task 1: Build a DA-as-Agent Digital Assistant
• Task 2: Configure the Service
• Task 3: Sign Your Digital Assistant into the Service
• Change DA as Agent Channel Configuration

The following pages will guide you through the concepts behind and the steps for setting up a digital assistant as an agent.