服务自动化实践：任何产品任何时间任何地点 [THR2836].pdf

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1、 Service Automation in ActionAny product,anytime,anywhereThe following is intended to outline our general product direction.It is intended for information purposes only,and may not be incorporated into any contract.It is not a commitment to deliver any material,code,or functionality,and should not b

2、e relied upon in making purchasing decisions.The development,release,timing,and pricing of any features or functionality described for Oracles products may change and remains at the sole discretion of Oracle Corporation.Safe harbor statement2Copyright 2025,Oracle and/or its affiliates|Confidential:I

3、nternal/Restricted/Highly RestrictedYour session hostsRick ShimkoProduct Strategy,Oracle CX ServiceJohn RanalliProduct Strategy,Oracle CX ServiceJeff McCroryProduct Management,Oracle CX Service3Copyright 2025,Oracle and/or its affiliates|Confidential:Internal/Restricted/Highly RestrictedThe stakes a

4、nd the shiftBetter,faster,NOW!Customers expect fast,personalized,seamless service across every channel but most orgs are fragmented and slowFeeling the squeezeService delivery costs are rising,while skilled labor is shrinkingUnify to improve outcomesConnect front-and back-office data(CX+ERP/SCM/HCM)

5、and embed AI-driven automation in every service workflow4Copyright 2025,Oracle and/or its affiliates|Confidential:Internal/Restricted/Highly RestrictedDigital self-serviceFaster resolution and higher CSATAgent-assisted ServiceFaster onboarding,shorter handle time,better first-contact resolutionField

6、 serviceEvery truck roll prevented is a savings of$250 or moreDepot repairAccelerate repair turnaround,reduce inventory costs5Copyright 2025,Oracle and/or its affiliates|Confidential:Internal/Restricted/Highly RestrictedAI&automation helps impact every service channelDigital Self-ServiceWhy it matte