Oracle is rolling out a new offering under its Service Cloud umbrella of products: Oracle Knowledge Advanced.

As the name suggests, it offers advanced knowledge management functionality for both agents and self-service deployments. It is based on a combination of natural language processing, machine learning and flexible authoring technologies.

The knowledge management industry sector will recognize variations of many of the features and functions.

Oracle Knowledge Advanced is the first natively offered cloud that includes InQuira's pure-play knowledge management technology. Oracle acquired the San Francisco-based company in 2011, rebranding it Oracle Knowledge, and making its functionality available immediately to its client base via an API.

Today it is debuting as a core part of a Service Cloud component along with a number of enhancements, Nav Chakravarti, VP Product Management of CRM Knowledge at Oracle, told CMSWire. Chakravarti was with InQuira and came to Oracle with the acquisition.

The new product is aimed at customers that need help with more than just basic questions, he said. Likewise for agents confronted with complicated questions and requests for help from customers.

Constantly Crawling

There are, of course, a number of knowledge management applications on the market, both for the cloud and for the enterprise. Oracle's new product differentiates itself with its tech underpinnings and the way its self-service experience can morph into a request for live help if a question goes unanswered.

Learning Opportunities

Another unique feature of the product, according to Chakravarti, is Knowledge Advanced's constant crawl for knowledge and its ability to access this information from anywhere.

To give one example, a user could ask about synchronizing contacts via a new app using a dated version of a smartphone. Advanced Knowledge Cloud would produce the product manual for that particular smartphone model highlighting the relevant parts. The contact center agent would be able to pull up this information as well if this question were to be called in, Chakravarti said.

Producing even obscure information is easy for the system as it is constantly running and indexing. And because it has machine learning as part of its core, it is able to add the new knowledge into its base for the next time a similar question is posed.

If the question can’t be answered via the self-service format, a ticket is created. It includes the relevant information that was surfaced during the original query — and rejected by the user — and forwards it all to a live agent, Chakravarti said.

"The product delivers a consistent customer experience no matter if the request is made via self-service or through an agent," he said.

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