We Can Do It - Oracle Blogs...A Digital Assistant skill for Service Cloud. Available for all Oracle...

Copyright © 2020, Oracle and/or its affiliates. All rights reserved. 1

Volume 1 : Release 3 | January 2020

In collaboration withOracle NEXT

If You Can Dream It, We Can Do It


IF YOU CAN DREAM IT, WE CAN DO IT

Digital Experience is a team of global experts supporting our customers with co-innovation and solution services to help achieve desired business outcomes and solve complex business challenges.

Our services span numerous technology domains including blockchain, IoT, mobile and web apps, digital assistants and Artificial Intelligence.


David Steed | Digital Experience Lead


“Digital Experience specialises in delivering compelling

user experiences through ideation, prototyping, app

development, optimisation & ongoing support.

We assist our customers with their business challenges

helping them to deliver successful business outcomes

through various digital technologies such as mobile & web

apps, conversational interfaces, IoT, Blockchain, and AI.”

Copyright © 2020, Oracle and/or its affiliates. All rights reserved.

01

TEN STAGES OF CO-INNOVATIONCO-INNOVATION PACKAGESIDEAS VISUALISEDIDEAS VALIDATEDIDEAS PROVENIDEAS EXECUTED IDEAS EVOLVED

Innovate with us

4


We offer a comprehensive end-to-end Innovation approach allowing our customers to innovate in a controlled way to solve their business challenges. We have broken down our innovation approach into five unique packages…

5

INNOVATE WITH US

An end-to-end innovation approach


INNOVATE WITH US

All our engagements start with a simple step that we call Scope. This is where we define how we are going to work with your customer.

Ten stages of co-innovation


Co-innovation packages

* Any costs and durations mentioned are indicative in nature and do not constitute a binding financial offer. They may also vary based on country. Delivered in partnership with Oracle NEXT and Oracle Solution Engineering Hub.

INNOVATE WITH US


Co-innovation packages (cont.)

Combining innovation, implementation & cloud credits.

8

INNOVATE WITH US

We help you analyse your case to find

the underlining challenges that need to

be solved and together create tangible

ideas that will fuel the most relevant

and innovative solution.

Ideas Visualised1 week | no cost

We help you to define the solution and

execution scope, whilst creating all the

required assets (capability map,

experience architecture, solution

design and gap analysis) for executing

a first mock-up. We also help you gain

stakeholder and management buy-in

and permission to proceed further.

Ideas Validated8 weeks | no cost

We help you to define and build a fully

integrated pilot that is then tested with

real users, based on a pre-agreed

testing plan. You will obtain real,

insightful data to validate the solution

and/or iterate further. The aim of this

business case is to define the business

case and gain permission to scale.

Ideas Proven

We help you fully develop, implement

and roll out tested solutions (tailored,

pre-built or expansions) across the

organization, or scale them to their full

market potential.

Ideas Executed

We help you by going beyond the initial

delivery and ensure a sustained cycle

of further innovation, optimization and

growth with ongoing services such as

continuous innovation, agile

test/learn/iterate programmes,

business assistance, solution

management, user services and more.

Ideas Evolved


02

MORE THAN JUST FUNCTIONALITYEND-TO-END CAPABILITIES

Experience Design by OCDX

9


Our dedicated in-house Experience Design team consists of experts that solve business problems in a different way. User Experience (UX) is a vital element that is weaved into the fabric of everything we do.

UX is prioritized in every engagement; and while enhancing, highlighting and augmenting the pre-sales effort, it achieves full value and impact potential during the delivery stage.

The team are available to assist with everything from understanding your users’ needs, right through to designing compelling app experiences.

10

EXPERIENCE DESIGN BY OCDX

At the heart of everything we do


Experience Design solves business problems through the lens of the human agenda - making the life of the end-user seamless and delightful through thoughtful design and technology.

Functionality is never the whole package. It is only the base on which Experience Design aims to create products that are usable, comfortable to use, delightful to the user and be truly meaningful in their usage context.

Be it a business user or a customer, every interaction on any interface is designed to deliver a result that removes barriers, improves efficiency, grows revenue, minimizes risks and reduces costs.

11


Functional

Usable

Comfortable

Delightful

Meaningful

More than just functionality



End-to-end capabilities

Systematic investigation of business

requirements and users’ needs within

specific contextual boundaries.

Detailed mapping and documenting of the

end to end experience flows and user

journeys.

Content planning, information architecture,

data structuring & hierarchy and

accessibility.

Iterative experimentation, innovation,

ideation, wire-framing and LoFi prototyping,

together with the generation of detailed

documentation.

Creation of HiFi interfaces, definition of

specific UI elements, gestures and

interaction inventories.

Business/user analysis & experience architecture

Gain vital understanding of your users whilst validating the business aims. The in-depth analysis of requirements, user

needs and business contexts will ensures we deliver the most effective user experience as a truly sustainable and

scalable solution.

Example activities: Digital experience workshops, User experience and usability audits, User/business interviews & focus

groups, User testing, User journey mapping & architecture

Rapid prototyping & experience design

Reduce risks, maximise user adoption and ensure business acceptance by iteratively

transforming ideas, data and architecture into realistic, usable visual designs and

prototypes

Example activities: Interactive prototypes & conceptual demos, Wireframes & high

fidelity designs, Design cookbooks & UI style guides

We solve business problems through the lens of the human agenda - making the life of the end-user seamless and delightful by integrating the needs of the people, the technological capabilities and the requirements for business success.

Research Planning Communication Exploration Creation


03

CLOUD CONNECT EASYADOPTEASYSERVICEPRODUCT BUDDY

Pre-built solutions

13


Based on our extensive knowledge & experience, we are able to offer a vast selection of prebuilt solutions, tools & best practices to help accelerate delivery and reduce costs.

14

PRE-BUILT SOLUTIONS

Accelerate delivery


PRE-BUILT SOLUTIONS

Cloud Connect provides a portal experience on all devices connecting cloud, on-premise & 3rd party applications.

Cloud Connect

The challenge

The average employee spends roughly an hour and a half

a week trying to locate information that is saved

sporadically.

Disparate applications make it difficult to track down

information to complete tasks. As a result, user

experience and efficiency are jeopardized.

The outcome

Cloud Connect is designed to simplify user experience bringing

everything together in one user intuitive solution. Benefits

include:

• All applications can be accessed through a single space

• Dashboards provide dynamic reporting capability

• Provides user notifications

• Tailored User Experience

• Simplified transition to Cloud

• Faster time to information

• Reduced operating costs

• Quick and accurate decisions

ProductsVisual Builder CloudJava CloudIntegration CloudIdentity CloudContent & ExperienceHCMAnalytics CloudAutonomous Database

* Products shown are those recommended to replicate asset or solution


PRE-BUILT SOLUTIONS

A service assisting you with setting up your new HCM or ERP digital assistant and maximising your end-users’ experience.

Key features of EasyAdopt include:

Initial setup and validationSetup and Testing of the Digital Assistant for ERP or HCM

Tailoring to your businessConversation workshops, dialog refinement, new content (FAQs, policies etc)

Continuous upgrade assistanceAny upgrades to the digital assistant or upgrading of skills

Continuous monitoring & improvement assistanceAnalysis of the most common dialog with users and associated refinement

Continuous innovationEnhancing existing skills and creating new skills, or opening up new channels

We at Oracle Consulting understand the importance of making Oracle products work for your

business. This is why we have introduced our EasyAdopt service to help provide your end-users

with an conversational experience that meets their needs.


PRE-BUILT SOLUTIONS

A Digital Assistant skill for Service Cloud. Available for all Oracle Service Cloud and Engagement Cloud customers

EasyService

The challenge

Reduce support-centre activities and call-centre volumes

whilst also improving the time and quality of query

responses. To better capture customer feedback, upsell

products and increase the number of support channels

available for a better customer experience.

The outcome

EasyService is a Digital Assistant skill that improves service

quality by automating repetitive tasks. Benefits include:

• Answers customers quickly and accurately

• Automates customer support to reduce call-centre volumes

• Automatically captures feedback

• Automatically upsells products

• Increases average speed to answer and availability of

information

• Available via multiple channels including web, mobile and

Facebook Messenger

ProductsDigital Assistant for SaaS Engagement / Service Cloud



PRE-BUILT SOLUTIONS

Customers require improved support and assistance after purchasing products and services. Businesses also want to better engage with customers and capture insight into their behaviour whilst collecting feedback on the product. Product Buddy offers an improved way of connecting and engaging with customers.

Business needs

• A modern digital experience for customers of products

• Increase marketing channels to consumer base

• Establish a longer & improved relationship with

customers

• Upsell based on owned products

• Reflect business in a more positive, modern light

• Promote environmentally friendly business practices

• Improve insight into customer demographics and

behavioural patterns

Solution

Product Buddy is an Artificial Intelligence based digital

companion for your product, offering the ability for customers to

register new purchases, learn about their product, get answers to

common queries and submit feedback.

Product Buddy can offer insight into customer demographics

such as age, location, gender etc.

Product Buddy provides guidance and learning about the

product through engaging videos and content.

Product Buddy

ProductsDigital AssistantEngagement Cloud or Service CloudAutonomous Database



04

ACCELERATING SALES ENGAGEMENT GAMIFICATION IN THE WORKPLACE

Innovative Mobile & Web Experiences

19


We have extensive experience in building mobile and web applications, including Progressive Web Apps (PWA). We are able to extend existing Oracle applications or create bespoke applications to meet your needs.

We even specialize in gamification: applying game elements and principles to applications in a non-game context to help with user engagement and continued use - for example, points scoring and competition with others.

20

INNOVATIVE MOBILE & WEB EXPERIENCES

Infinite possibilities



Prosegur Alarms is a global leader in the private security sector, with over 175,000 employees in 24 countries over 5 continents. The company needed a new method to accelerate its sales process

Accelerating sales engagement

The challenge

Prosegur’s sales process was paper-based and outdated,

taking around 15 days to complete. The company wanted

to modernise this by digitalising and expediting the entire

process from end-to-end.

The outcome

The introduction of a mobile app has helped reduce the sales

process down from 15 days to 15 minutes.

Features include:

• Sales reps can manage accounts, opportunities and day-to-day

sales on their device

• Provides offline capabilities in remote network areas

• Enabled for push notifications, payments and location services.

• Evaluates sales performance and manages incentive

compensation for the team

• Analyses trendsProductsCPQMobile HubSales Cloud or TOAJava CloudIntegration CloudAutonomous Database




A leading mobile network operator, providing over 35 million customers with telecommunications and IT integration services, wanted an innovative solution to increase employee engagement

Gamification in the workplace

The challenge

Increase incentive and efficiency among the team whilst

also enabling employees to be rewarded for hard work

and undertaking mundane office tasks in a fun and

interactive way. Build a stronger community and enhance

cooperation between co-workers, while also boosting

productivity.

The outcome

A mobile app designed and delivered by Digital Experience

combining the real world of work with gamification supported by

Blockchain that increases incentive by:

• Allowing employees to share daily tasks in a fun and engaging

way

• Possibility to reward co-workers and show their mutual

appreciation for going the extra mile

The app is based on a pirate theme and all employees are given a

profile. They can move around the map collecting coins in return

for completing real life tasks. Coins can be traded for a free meal,

cinema ticket or even a day off.

ProductsBlockchainMobile HubAutonomous DatabaseIdentity Cloud



05

SECURE VOTING PROCESSFIGHTING COUNTERFEIT DRUGS

Innovative Blockchain experiences


By leveraging the power of blockchain, we can enhance security and reliability for a range of use cases including Track and Trace, e-Voting and Employee Rewards.

24

INNOVATIVE BLOCKCHAIN EXPERIENCES

Leverage the power of Blockchain



An e-Voting platform leveraging Blockchain to enhance security and avoid duplicate voting

Secure voting process

The challenge

Paper-based methods of voting can be unreliable,

insecure and time-consuming. Whether voting in a

political election or a board-room vote, there is room for

error when manually counting. It’s essential that voting is

secure and tamper-proof to enable accurate results.

The outcome

A solution using Blockchain to modernise and secure the voting

process. Features include:

• Secure and accurate voting

• Votes counted instantly

• User-friendly interface

• Duplication avoided as each voter given one token

Mobile/web app solution enabling the following:

• Voting “on-the-go”

• Anonymous vote submission

• Secure access

• Seamless user interface

ProductsBlockchainDigital AssistantVisual Builder CloudNear Field Communication cards




A policy think tank required a secure and connected supply chain for drugs & medication

Fighting counterfeit drugs

The challenge

Fight the growing problem of counterfeit drugs by

providing a transparent way to check if products have

followed the official supply chain steps. Every point-of-

hand change involved in each drug’s movement needs to

be monitored; from manufacturer to logistics, from

stockist to hospital, or from pharmacy to consumer.

The outcome

The A secure digital supply chain providing track and trace

functionalities to ensure that drugs and medication are monitored

throughout their transition from manufacturer to consumer.

Subsequently, process stakeholders can clearly identify if

products have followed all of the required steps, therefore aiding

in the fight against counterfeit drugs in the marketplace.

Blockchain permanently registers a drug’s record in the

manufacturer’s supply chain (serial number, labelling, scanning)

leaving no scope for record-tampering.

Includes IoT platform providing the functionality to track

temperature to ensure quality is not compromised during

transfer.

ProductsBlockchain CloudVisual Builder Cloud



06

MODERN HOTEL EXPERIENCE IMPROVING EMPLOYEE SAFETY

Connected experiences through IoT


The Internet of Things allows us to provide solutions for numerous business needs. Asset monitoring, fleet monitoring, production monitoring and similar solutions drive insight, automation and efficiency in this connected world.

28

CONNECTED EXPERIENCES THROUGH IOT

Efficiency through connectivity


CONNECTED EXPERIENCES THROUGH IOT

Meliá International is a Spanish hotel chain with around 374 resorts across 40 countries, making it the 17th biggest hotel leader worldwide. It desired a way to make accessing hotel services easier

Modernising hotel experiences

The challenge

Meliá wanted to offer an innovative way for guests to

enjoy hotel services while on vacation without worrying

about having to carry ID or money. Meliá desired a way to

make it easier for guests to move freely around all the

services and spaces offered by its hotels.

The outcome

The introduction of bracelets leveraging a smart IoT platform

that allows guests to unlock hotel rooms and access services.

The bracelets are linked to the Meliá mobile app, allowing users

to track spending throughout their stay. Key features include:

• Load money onto bracelet to pay for amenities

• Unlock guest room

• Gain entrance into the spa and other facilities

• Safe and secure information stored on bracelets

• Waterproof bracelets

• Set maximum credit limit

• Receive receipts or cancel services

• Performance reporting

ProductsAsset Monitoring (IoT)Analytics CloudEloquaVisual Builder CloudIntegration CloudMobile HubIdentity Cloud



PRE-BUILT IOT SOLUTIONS

Advanced workforce monitoring helping to reduce health and safety risks in and around the workplace

Improving employee safety

The challenge

Employees are any organisation’s greatest assets, so

prioritising their safety is key.

This is especially essential in industries where there are

significant risks, such as construction.

By monitoring health and safety, risks can be reduced to

improve employee working conditions whilst saving time

and money.

The outcome

A service designed to help organisations protect employees,

supported by IoT Connected Worker Cloud.

• Expert guidance based on our product and industry expertise

• Enables insights into working environment to help reduce

health and safety risks

• Track worker location and progress in real-time to increase

efficiency

• Enables reduction of safety violations by automating risk

assessment systems and regulatory compliance

• Helps to quickly diagnose root cause of incidents

• Wearables for workers leveraging IoT to monitor health and

detect risks with alerts

• Helps streamline daily work activities saving time and energy

ProductsConnected Worker Cloud (IoT)



07

24/7 TOURIST INFORMATIONCONVERSATIONAL DESIGN EXPERIENCE

Conversational experiences

31


We have seen a significant growth in the reliance on intelligent digital assistants, enabling automated discussions through machine learning to help users achieve their goals faster and more efficiently.

Digital assistants can assist in a number of ways, including managing employee holiday requests or answering employee FAQs, or in customer facing scenarios to help automate customer service.

We have the ability to provide digital assistants through many platforms including Facebook Messenger, Slack, Microsoft Teams etc. We can even support voice activated assistants.

32

CONVERSATIONAL EXPERIENCES

The conversational edge



Comu de Canillo is a local council in Andorra with a population of 4,000 that rises to over 30,000 during peak tourism season. To accommodate growing demand for information, the council needed a 24 hour advice solution

24/7 citizen and tourist information

The challenge

The council needs to accommodate queries from local

citizens and tourists and replying to such a demand puts

a strain on services. The council wanted to implement a

system that could respond to any queries quickly and

through multiple platforms, such as desktop, mobile or

tablet.

The outcome

A Digital Assistant available via the council’s Facebook

page or website that can provide local information

24/7. Features include:

• Guides for locals on tasks like paying taxes

• Responds to questions quickly and accurately at

any time

• Saves council workers time and resources

• Capable of handling a large volume of queries at

any time

• Easily maintainable and extendable by council to

accommodate latest information

• Supports multiple languages

ProductsMobile Cloud Intelligent Chatbot Service




An interactive workshop for designing new and extending existing text or voice based digital assistants.

Conversational Design experience (CDX) workshop

The challenge

Around 80% of digital assistants are not used due to poor

conversational design and bad user experience. Creating

or extending digital assistants that users will adopt can be

a significant challenge. It is important that such digital

assistants are meaningful and delightful to use.

The workshop

A 2-day CDX workshop following our proven methodology,

enabling a co-innovation environment where participants utilise

their business expertise and experience to ideate, experiment and

solve business challenges through the medium of conversational

design. This conversational UX based workshop can be used for

both text and voice based digital assistants.

OutcomesBrand voice and personality Behavioural patternsDialogue flowsConcept validationUsability testingTechnical validationPrototype

Digital Assistant

Business challenge

Risk assessment

Means of access

Notifications

Unique personality

KPIs management

Focus Ideate Define Design Test


08

INTELLIGENT MAINTENANCEPLANSMART

Artificial intelligence experiences

35


With Artificial Intelligence (AI), we are working with a wide range of customers to help them adapt their processes to become future-proof, achieving huge benefits and savings. Examples include our Intelligent Maintenance solution, which is helping to significantly improve health & safety in the renewable energy sector by whilst reducing costs.

36

ARTIFICIAL INTELLIGENCE EXPERIENCES

Harness the power of AI



We are using AI to assess the surface of wind turbines in real time, reducing the costs and risks associated with manual monitoring

Intelligent maintenance

The challenge

There are many benefits to wind turbines, including a

positive environmental impact, however these forms of

clean, renewable energy production present some

difficult challenges to overcome. Manual maintenance of

wind turbines and other structures within the renewable

energy sector can be costly, time-consuming and

dangerous. A more efficient process to assess wind

turbines and check for potential repairs is needed.

The outcome

An efficient process leveraging Artificial Intelligence and drones

to monitor the health of wind turbines and check for any damage

that requires repair. Features and benefits include:

• Using a drone with a live feed and AI technology, the

engineer is able to quickly and effectively assess health of

wind turbines

• Reduced costs due to a more streamlined process of

checking for repairs using technology as and when required

• Increased safety of workers as there is reduced need for

manual monitoring of turbines

• Saves time with automated system and reduces unnecessary

routine maintenance

ProductsArtificial Intelligence CloudAutonomous Database




Helping business executives, departmental heads and store managers to predict productivity and enable them to take proactive actions against resourcing discrepancies.

The challenge

Organisational productivity is essential to ensure

businesses produce desired results with an expenditure

of available resources such as time, money, machinery

but most importantly, employees.

Understanding availability of employees to enter into a

work schedule can affect organisational productivity

significantly. This can lead to a productivity crisis, as the

business struggles to successfully identify a risk and plan

proactively to arrange cover.

The outcome

We leverage modern Artificial Intelligence and machine learning to help businesses predict productivity in relevant departments with the current resource schedule, enabling managers to take proactive actions if and when there is a resource outage. Features and benefits include:

• A web application predicting productivity curve against available resources

• Identification of the risk of productivity crisis with current resource schedule (sick leaves, maternity leaves, holidays, coming late etc.)

• Automatic notifications suggesting potential problems in the resource planning

• Recording of contingency actions i.e. sending email to departmental heads

• Export functionality to distribute productivity prediction data

Productivity Predictions

ProductsVisual Builder Cloud ServiceIntegration Cloud ServiceOracle Analytics CloudAutonomous Database (including Oracle Machine Learning notebook)



09

ANNALISA GIANGREGORIO - EXPERIENCE DESIGN LEAD, ITALYMICHELE COSMI - DX CONSULTING DIRECTOR FOR ITALYMARIUS SINESCU - LEAD EXPERIENCE ARCHITECT, EMEAKABAD UL HASAN – DX CONSULTING LEAD, MEA

Meet the team

39


MEET THE TEAM

A super-skilled team

40

Annalisa Giangregorio

My role within the DX team is to ensure the most consistent and

valuable experience for our end customers. We design solutions

that users will love by emphasizing the benefits of usability, user

research and UX strategy applied to business needs and goals.

Marius Sinescu

My team and I share a strong passion for crafting exceptional,

visionary applications that humanise the raw power of underlying

technologies.

We do this by combining a distinct focus on user-centricity,

usability and user experience with the most appropriate, insights-

driven, flexible and scalable business solutions in a post-PC world.

Kabad Ul Hasan

I love crafting and delivering digital solutions which are functional

and harvest the power of the latest transformational technologies.

These solutions overcome the business challenges of our customers

to help achieve their desired goals. It excites me to work on

innovative and challenging ideas - ones that have never been

developed before.

Michele Cosmi

After 15 years of delivering on Oracle, for the first time I’m

experiencing a revolutionary transformation in selling and delivering

our technology to the market.

Persona-centric journeys, together with a visionary experience design

are enabling myself and my team to sell the power of our digital

technologies to business stakeholders with an exciting and effective

approach, getting rid of bit and bites.

Experience Design Lead, Italy DX Consulting Director for Italy

Lead Experience Architect, EMEA DX Consulting Lead for MEA

Find out more about some of our team members and their unique roles within Digital Experience



Get in touch

[email protected]

TwitterDM @oracleconsult

Blogtinyurl.com/ocdx-blog

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