Oracle has announced Oracle Data as a Service (DaaS) for Customer Intelligence. The new Oracle Data Cloud product is designed to help organizations increase customer understanding and extract insights from unstructured data assets. This information can then be used to create a complete view of customer input across social and unify and enterprise channels, identify and manage customer issues, understand how customer voice is impacting sales, and ultimately arm businesses with the intelligence to create happier customers.
Oracle DaaS for Customer Intelligence is the newest of Oracle Data Cloud solutions, which also include Oracle DaaS for Marketing and Oracle DaaS for Sales. The Enriched Social Data Feed is also offered as a standalone data service through Oracle Data Cloud.
Oracle DaaS for Customer Intelligence aims to organizations to unify customer data across all social and enterprise service channels into aggregated signals about customer intent, including topics, indicators, themes and sentiment. By unifying different unstructured customer data sources, the new Oracle Data Cloud offering enables organizations to identify trending topics and emerging issues, and better detect brand sentiment to enhance customer intelligence and inform smarter service and product decisions.
Leveraging a blend of keyword/Boolean search, latent semantic analysis, and natural language processing, Oracle’s Semantic API allows organizations to categorize, and extract structured insight from any type internal or external unstructured data, including chat logs, forms, surveys, comments, and user forums. Using the same technology, Oracle’s Enriched Social Data Feed can extract pure signals from more than 700 million social messages daily, across more than 40 million social sites.
“Knowing more about your customers and prospects – what they do, say and buy – is key to driving competitive business insights and actions,” said Omar Tawakol, group vice president and general manager, Oracle Data Cloud. “With the release of Oracle Data as a Service for Customer Intelligence, businesses can tap into what customers ’say’ by unifying and analyzing the growing world of unstructured data across social messages, chat logs, reviews, surveys and transcripts into digestible and actionable customer insights.”