Oracle intelligent advisor

Oracle intelligent advisor DEFAULT

Oracle Intelligent Advisor (formerly Oracle Policy Automation) is used to implement online interview scenarios, such as feedback for troubleshooting or eligibility assessments for services. It delivers advice across channels by capturing rules in natural language Microsoft Word and Excel documents, then building interactive customer service experiences called interviews around those rules.

Before you can use the Intelligent Advisor feature, it must be configured and enabled. Your service administrator enables the feature for your service, including adding the host name, URL, user name, and password for the Intelligent Advisor Hub in use. The integration between the two services requires SSO sign-ons, so both services must be in the same identity domain. See Integrate with Intelligent Advisor in Integrating and Extending Oracle Content Management.

On the Intelligent Advisor side, interviews must be created and stored on the host site. In addition, your Oracle Content Management service must be authorized for use by the Intelligent Advisor host.

Once Intelligent Advisor is configured and enabled, you can add an Intelligent Advisor component to a page on your site.

  1. Navigate to the page you want to edit and make sure that Edit switch is set to Edit.

  2. Add the component to the page. The component appears in the Integration section of the Component list.

  3. To edit the component and its appearance, click its menu icon Component Menu icon, and choose Settings. You can adjust the label for the component, its appearance, size, and alignment. Use the Style tab to use the default style associated with the interview from the Intelligent Advisor host. For more advanced styling, edit or add style classes in the design.css files in the theme designs folder of the current site template. The style class prefix is scs-opainterview-.

After your site is published, your site visitors will see the interactive interview that is chosen in the Intelligent Advisor component. For more details about Intelligent Advisor , see the Intelligent Advisor Documentation Library.


Oracle Intelligent Advisor

Product VersionReleasedComments 10.0December 2009 (2009-12)[8]A major release with significant enhancements for both policy modeling and deployment.[9]10.1March 2010 (2010-03)Update release with several minor enhancements, including ability to build and continue in the rule debugger while retaining session data.[9]10.1.1April 2011 (2011-04)Maintenance release. Included critical fixes from 10.2. Replaces 10.1 10.2December 2010 (2010-12)[10]Major release. New features included translation support for interview content, and ribbons for Word 2007 and Excel 2007 for marking up rule documents.[11]10.3September 2011 (2011-09)Incremental release. Added ability to use Oracle BI Publisher to define documents to generate during an interview. New syntactic language parsers were also added for Italian, Japanese, Portuguese and Russian.[12]10.3.1November 2011 (2011-11)Maintenance release.[13] Replaces 10.3 10.4March 2012 (2012-03)Major release.[14] New features included what-if analysis, a new batch processor and modules.[15]10.4.1May 2012 (2012-05)Maintenance release.[16] Replaces 10.4 10.4.2October 2012 (2012-10)Maintenance release.[17] Replaces 10.4.1 10.4.3April 2013 (2013-04)Maintenance release.[18] Replaces 10.4.2 10.4.4July 2013 (2013-07)[19]Maintenance release.[20] Replaces 10.4.3 10.4.5April 2014 (2014-04)[21]Maintenance release.[22] Replaces 10.4.4 10.4.6May 2015 (2015-05)Maintenance release.[23] Replaces 10.4.5 10.4.7October 2016 (2016-10)[24]Maintenance release.[25] Replaces 10.4.6 12.0August 2014 (2014-08)Major release. First release of Oracle Policy Automation for Private Cloud.[26]12.0.1December 2014 (2014-12)First release of Oracle In-Memory Policy Analytics (built on Oracle Policy Automation 12.0).[27]12.1February 2015 (2015-02)Minor release.[28]12.1.1May 2015 (2015-05)Maintenance release. Works side-by-side with 12.1 12.2August 2015 (2015-08)[29]Minor release. New features included inferred entity rules in Excel, custom language support, Finnish and Turkish parsers.[26]12.2.1November 2015 (2015-11)[30]Minor release. New features included policy usage statistics, project inclusions, reference tags, signature and photo capture on mobile devices, and an enhanced data mapping experience.[31]12.2.2February 2016 (2016-02)[32]Minor release. New features included interview checkpoints, touch-friendly interviews, free navigation in interviews and multi-level value lists.[33]12.2.3May 2016 (2016-05)[34]Minor release. New features included multi-channel interviews, interview checkpoints, signatures in forms and HR self-service example.[35]12.2.4August 2016 (2016-08)[36]Minor release. New features included RuleScript and enhancement of interview statistics and relationship handling.[37]12.2.5November 2016 (2016-11)[38]Minor release. New features included next-generation interviews, dynamic interview behaviour, enhanced navigation and access control for policy models.[39]12.2.6February 2017 (2017-02)[40]Minor release. New features included Service Cloud connection enhancements, programmatic & identity manager-based Hub user management, an integration user account type and exporting project data model.[41]12.2.7May 2017 (2017-05)[42]Minor release. New features included PDF form templates, interview extensions, embeddable interviews and batch Assess REST API.[43]12.2.8August 2017 (2017-08)[44]Minor release. New features included checkpoints for Service Cloud agents, mobile assessments for Service Cloud and deployments REST API.[45]12.2.9 / 17DNovember 2017 (2017-11)[46]Minor release. New features included dynamic reference data loading, Engagement Cloud interview styling and Identity Cloud Service integration.[47]12.2.10 / 18AFebruary 2018 (2018-02)[48]Minor release. Enhancements included populating lists from rules, obsolete API warning and managing API clients programmatically.[49]12.2.11 / 18BMay 2018 (2018-05)[50]Minor release. Enhancements included embeddable JavaScript models, inline customer portal interview widget, session-based REST API licensing and the Integration Cloud Service (ICS) OPA assessment adapter.[51]12.2.12 / 18CAugust 2018 (2018-08)[52]Minor release. Enhancements included locale awareness enhancements, OPA Hub Connections REST API and the Hub action audit log.[53]12.2.13 / 18DNovember 2018 (2018-11)[54]Minor release. Enhancements included enhancements to file uploads, pinning the version of a Policy Modeling project and client authentication for web service connections.[55]12.2.14 / 19AFebruary 2019 (2019-02)[56]Minor release. Enhancements included using uploaded images in generated forms, using any interview data in interview extensions and providing conversational auditable advise via the OPA Chat API.[57]12.2.15 / 19BMay 2019 (2019-05)[58]Minor release. Enhancements included enhancements to the OPA Chat API, interview extensions API and deployments REST API.[59]12.2.16 / 19CAugust 2019 (2019-08)[60]Minor release. Enhancements included Integration OPA interview adapter, generic integration protocol for interviews, importing batch assess REST requests into Policy Modeling debugger and single-click updating all project inclusions.[61]12.2.17 / 19DNovember 2019 (2019-11)[62]Minor release. Enhancements included new Hub user interface, Entity level forms, and the ability to modify and resubmit interview data[63]12.2.18 / 20A February 2020Minor release. Enhancements included new data loading capabilities in Oracle Engagement Cloud and Oracle B2C Service. 12.2.19 / 20B May 2020Minor release. Enhancements included new chart types in the administration platform, better connector management for Oracle Engagement and B2C / B2B Cloud, some new entity control extension features for custom interview content using the JavaScript API, decision report support in the Batch Assess API and updated documentation. 12.2.20 / 20C August 2020Minor release. Launch of the Decision Service concept to create and deploy decision-making services in a web browser. This alleviates the need to install and manage a desktop development tool. Other enhancements included new performance analysis output from test cases and rule profiling report, branching of projects in the repository. 12.2.21 / 20D November 2020Minor release. Enhancements included attachment support in Oracle integration, enhanced Chat integration with Oracle Digital Assistant and introduction of the Redwood Theme as an interview theme. 12.2.22 / 21A February 2021Minor release. Enhancements included native Oracle Digital Assistant integration, translation file enhancements, styling extension additions and support for viewing reference relationships in the debugger.
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Why is Oracle Intelligent Advisor such a powerful tool?

What is Oracle Intelligent Advisor? #

Oracle Intelligent Advisor (OIA), previously known as Oracle Policy Automation(OPA), is a powerful tool used by many businesses across the globe, including many of our own clients. Oracle Intelligent Advisor (OIA) is a specialiseddecision-making technology that interprets complex policy logic to support its decision making and calculations.

In contrast to other rules engines, Oracle Intelligent Advisor (OIA) can read its rules from documents written in natural language. OIA builds web-based interactive customer service experiences called Interviews based on the configuration and the rules defined when modelling the OIA form.

I’ve included a basic example of an Interview in the animation below:

What are the key features and benefits of Oracle Intelligent Advisor? #

OIA is a strong tool to use as part of the digital transformation of businesses. For instance, the digitisation of complex paper forms can be achieved through OIA Interviews that generate consistent results and speed up the processing time of applications by considerably reducing the risk for error associated with paper forms.

OIA can do a fantastic job on its own, however, when correctly integrated with other applications, such as B2C Service or Oracle CX Sales & B2B Service, Intelligent Advisor can considerably improve the customer experience, as well as save businesses a lot of time and cost.

1. Boasts broad integration capabilities #

Oracle Intelligent Advisor provides a lot of integration capabilities, including several connectors (pre-built integrations) that are ready to be used.

The most commonly used ones are the Oracle B2C Service and Oracle B2B Sales and Service connectors. By using these connectors, OIA Interviews can be placed on customer-facing user interfaces for self-service (for example on the Customer Portal within Oracle B2C Service) or on customer service agent user interfaces (for example on the CX Sales and B2B Service interface).

OIA can also be integrated with Oracle Digital Assistant. In this scenario, Digital Assistant is essentially acting as the user interface for OIA - thus each form field that would normally be rendered in an OIA interview is instead displayed as a question in the Digital Assistant's chat, with all relevant logic applied.

There is also a connector to Oracle Integration (part of Oracle Integration Cloud) and by utilising it in this way, you can integrate OIA with almost any system that the business is already using.

These connectors make this tool easy to integrate with multiple systems to accelerate business processes.

2. Ensures consistent decision making #

OIA offers agility for business users to drive consistent interactions across all channels. Intelligent Advisor provides dynamic Interviews for self-service, call centres and mobile apps.

Well defined rules within the OIA Interviews ensure that different users in the same situation or circumstances receive the same answers or outcomes, based on a common rule platform for multi-channel service delivery.

Thus, regardless of whether you are a customer completing an OIA Interview on a self-service portal, or on a call with a customer service agent in a contact centre, the advice and decisions you receive will be the same.

Finally, the recently introduced Web Authored Decision Services feature (version 21B) allows for developers to define modular rules within the OIA Hub itself which can then be referenced in as many Interviews as needed, hence maintaining consistency.

3. Leverages pre-existing information to accelerate processes #

Where Intelligent Advisor is integrated with another application, data can be dynamically loaded from that application and easily re-used without asking the customers to enter it.

For instance, if at the start of an Interview OIA loads customer data from Oracle B2C Service which includes the customer’s date of birth, their age can be determined and used inside the rules without the need for the OIA Interview to ask the user how old they are.

In addition, OIA Interviews can save data collected (and decisions) back into the application with which it is integrated when they complete.

Finally, Interview checkpoints allow users to resume Interviews that were interrupted without losing the data that was already collected – a much-improved customer experience versus a typical web form.

4. Delivers dynamic, personalised service #

Oracle Intelligent Advisor delivers dynamic personalised service to each customer while maintaining the consistency of the decision-making process. OIA allows for the Interviews to be tailored to the type of user that is currently running it by generating a path through the Interview for each user based on the rules defined in combination with pre-loaded data and the information the user provides on each screen.

For instance, if a user wants to apply for a car loan and another user wants to apply for a house loan, and both of them fill in the same OIA interview, the questions asked/input collected will be tailored to the type of loan each user wants to request.

Businesses can use OIA on websites to offer interactive and tailored advice to customers. For example, a customer can use an OIA Interview on a self-service portal to generate a quote for themselves for a specific product or service, based on the input that they provide.

Other use cases, such as guiding the customer through tailored troubleshooting steps for a purchased product, or to the ideal product or service for them based on their inputs, are similarly well-supported by OIA.

This can significantly reduce, maybe even eliminate, the time a customer traditionally spends to receive an answer to a complex enquiry.

5. Accelerates the decision-making process for agents #

By utilising OIA client-facing Interviews the end-user experience can be considerably improved. However, this does not mean that businesses cannot make good use of OIA internally as well.

Using OIA internally within contact centres can significantly reduce the time an agent requires to make a decision or reach a conclusion by providing them with guidance to the appropriate path, recommendations, calculations or complex determinations.

It becomes incredibly useful when businesses need to adhere to complex regulations or company policies as OIA can enforce upfront compliance through rules and data validation before any errors are made. In addition, in such industries, the cost of onboarding new customer service agents can be heavily reduced through having OIA on hand to provide support.

6. Explains complex decisions #

OIA offers the option to explain the logic behind decisions that have been made, which is highly important for many domains and industries where it is valuable to show customers and agents how a decision was reached and why. In the example below, OIA displays the reasoning behind determining the minimum eligibility requirements for a loan.

Oracle Intelligent Advisor Complex Decision Making

This helps minimise the queries and questions that customers could have regarding the outcome or results that they receive.

7. Supports business agility through quick & easy updates #

It is a lot faster to update and deploy OIA Interviews that are formed of out-of-the-box components than it would be for any other custom code-built tool used for determinations and decision making.

The rules can be configured, maintained, and updated without the need of advanced programming as they use natural language. This offers the option to have the business side more involved in working with OIA configuration and testing.

The example below shows two OIA rules written in natural language:

OIA also offers options to easily add (or remove) screens to an Interview, add new inputs that need to be collected, update the built-in styling of the Interview, update logic used by rules, etc. This is extremely beneficial for business domains that do not utilise static logic for the determinations and where the rules (or related values) need to be changed regularly.

8. Supports great UX and modern web techniques via JavaScript extensions #

While OIA has many great out-of-the-box features that can be used when configuring Interviews, it also allows for JavaScript extensions to be added to Interviews to enhance OIA capabilities to meet business needs and improve the customer experience.

Introduced in 2017, OIA JavaScript extensions offer the option to create and apply corporate styles and modern interactions for users, without there being conflicts with, or dependencies on, existing Intelligent Advisor control styles.

Interview extensions can also be used to validate and extend data interactions during an interview, such as incorporating third-party validation, or other services into advice experiences.

Conclusion #

As detailed in the points above, Oracle Intelligent Advisor is a very powerful tool, and it can be an excellent fit for a vast range of businesses. It is designed to deliver consistent and auditable advice across channels and business processes, and it does this by using rules defined in natural language and building dynamic interactive Interviews for end-users based on diverse business requirements and complex policy documents.

We’ve seen Intelligent Advisor being used in multiple use cases and it hasn’t failed to deliver. It has definitely proved itself to be a very beneficial addition for businesses to provide a superior customer experience, particularly through guided advice and consistent decision making and reduce long term costs at the same time.


Oracle Policy Automation (OPA) & Intelligent Advisor Cloud Support Services

Email or online ticketing support
Yes, at extra cost

Support response times
SLAs are dependent on customer requirements.

User can manage status and priority of support tickets

Online ticketing support accessibility

Phone support

Phone support availability
24 hours, 7 days a week

Web chat support
Yes, at an extra cost

Web chat support availability
9 to 5 (UK time), Monday to Friday

Web chat support accessibility standard

Web chat accessibility testing

Support levels
We provide support up to and including 24/7. The level of support provided and costs are dependent on the level of support needed during which hours. We can provide a technical account manager and cloud support engineer.


Intelligent advisor oracle

Oracle Intelligent Advisor

Customers’ expectations are constantly changing. So how do you provide a personalised service to everyone, when everyone requires different answers?

Oracle Intelligent Advisor is a fully agile automation tool that allows you to adapt to your customers’ needs quickly and easily. Detailed analytics are provided throughout each step of the customer journey to help optimise experiences and avoid any inconsistencies. 

Oracle Intelligent Advisor

Provide a personal experience

It allows you to easily automate decisions and complex calculations within service workflows, while empowering customers to self-serve for both simple and complex requests. 

Provide a personalised, agile and transparent experience to your customers, so they never feel like ‘just another number’. 


Book a demo

To find out more, fill in the form below and one of our consultants will be in touch to book you in for a demo session.

Oracle Intelligent Advisor REST API Authorization in SOAP UI and Postman

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At the same time, it looked pretty nice.

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