Summary
How can a customer service team be supported during a customer conversation?
This Smart Co-Pilot combines OCI Speech for live transcription, OCI Language for sentiment analysis and OCI Generative AI for language models and embeddings. Oracle Autonomous Database 23ai with AI Vector Search provides data and context; OCI Compute hosts the application and chatbot.
The interface brings together contract information, call transcription, sentence-level sentiment, aspects such as service or customer care, and suggested responses. The assistant uses this context to support the team during the interaction.
The walkthrough covers requests, complaints and customer analysis. The request example concerns a move from prepaid to postpaid and available promotions. The copilot suggestions help the team respond and guide customer service.
1 Demo: Customer Care requests
The first scenario presents a request to move from prepaid to postpaid and asks about promotions. Smart Co-Pilot displays contract information alongside the conversation transcript. The sentiment panel distinguishes sentences and aspects such as service or customer care, while the suggestions panel proposes responses for the team. These suggestions are presented as support during the customer interaction.
2 demand: Customer Care claims
The second scenario focuses on handling complaints. The copilot combines transcription, sentiment analysis and suggested responses to support the team as it interprets the customer case and organizes service.
Demo 3: Customer analysis
The final scenario presents customer analysis as another use of the assistant. Customer information and conversation context support interpretation of the interaction and preparation of service responses with the example AI components.