Khoros Care vs. Oracle Digital Assistant

Khorus care is built to maximize digital customer service; Strong and intuitive, it excels in workflow management, offering configurable automatic routing of incoming traffic, priority routing, and queue management, preventing "cherry-picking"; rich reporting and analytics functionality allows for analysis of performance metrics at a finer level; and it's super easy to integrate with all of your social media accounts. Though that isn't really an issue of the app, I believe Khorus care should focus on improving the general monotony of social media.

Incentivized

As mentioned in pros and cons, it depends on the use cases. Most of the normal chatbot use cases can be handled by ODA. If you want to build a chatbot with menu style or conversation style (it is not straight forward but it can be done), ODA can be perfect. If use cases are to also include AI with emotional intelligence to make conversational more interactive and also be able to detect through AI engine automatically what a person would like to do or perform or ask, then ODA may not fit for it. If you also are looking for virtual agents through tighter IVR integration then ODA may not be right. There are a few limitations around the number of words in the text to voice feature.

Incentivized

• Manages and pulls in posts from communities, Facebook, and Twitter so we can address them in one place as opposed to logging into each site natively.
• Khoros Care has great analytics. I like the customizable dashboards; we use them for weekly reports to upper management.
• Khoros Care helps our social media manager manage and monitor our teams.

Incentivized

• Oracle AI processes natural language well and the conversations pick a good flow.
• It recognizes pattern of behavior for more refined results with each implementation under machine learning.

Incentivized

• I would like to be able to see deleted comments/tweets so we can look into the issues.
• I would like to be able to better customize dashboards for our exact metrics. Some things previously available in Spredfast are no longer available in Care.

Incentivized

• Our clients have reported that upon integration with Siri for voice commands, the results are pretty obvious (basic) Nd the conversation is unnatural.
• The languages it supports are very limited.

Incentivized

Most of the things they claim work fine but they can still improve on certain areas as ease of integration, the pricing can be matched better as its a bit on the costly side. Other than these things its a great platform for social media integration at one place without any hassle to log into various famous platforms separately to cater to customer queries and issues

Incentivized

The ability to auto tag, manually tag, make notes, and "snooze" posts is extremely helpful. The efficiency of the work flow for agents is also a huge plus. It keeps agents moving quickly and prioritizing responses for the cases that need it most.

Incentivized

No issues.

No issues.

Khoros Support has always very responsive and helpful when it comes to getting my issue/inquiry addressed. Their ticket portal is great for tracking any open tickets and they can be updated via the portal or by responding to the email thread. Support reps are always extremely knowledgeable and care about getting you taken care of

Incentivized

The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.

I was not part of implementation and cannot speak to this section. I was not part of implementation and cannot speak to this section.I was not part of implementation and cannot speak to this section.I was not part of implementation and cannot speak to this section.I was not part of implementation and cannot speak to this section.

Incentivized

Both Khoros and Zendesk offer robust customer engagement solutions, but Khoros stands out in several ways. While Zendesk provides excellent ticketing and support functionalities, Khoros extends beyond traditional customer service, offering a comprehensive suite that includes social media management, community engagement, and broader digital care solutions.Khoros' strength lies in its ability to consolidate interactions from various digital touchpoints seamlessly, allowing for a unified approach to customer engagement across multiple channels. Its advanced analytics and automation capabilities empower businesses to derive deeper insights from customer interactions, facilitating data-driven decision-making.While Zendesk is exceptional for ticketing and support, Khoros' versatility and scalability make it stand out for companies aiming for a holistic, digital-first approach to customer engagement. Khoros' emphasis on integrating social media, messaging, and community management into one cohesive platform provides a more comprehensive view of customer interactions.Therefore, based on my experience with both platforms, if you're looking for a solution that encompasses a wider spectrum of digital customer engagement, offers deeper analytics, and seamlessly handles diverse channels, Khoros would be the optimal choice.

Incentivized

I selected Oracle Digital Assistant against all other digital assistant platforms as this platform works like a charm with any Oracle application. It integrates well with Oracle Integration Cloud. The new beta version has an inbuilt conversation builder which can be used to build conversation without the YAML code.

Incentivized

Khoros Care has allowed us to stream all channels into one place, and has continued to allow growth as we've added other Social Media accounts to the list, we are up to at least 15, and that number keeps growing. It has saved so much time for us because we use one tool for a majority of our work now

Incentivized

• We have seen a positive shift of customers from reaching out to the Call Centre to the Social Care Team.
• Monthly and Annual Reporting to keep track of performance and stats related to the team has been much easier to highlight areas for improvement (month2month and anually)
• CSAT/NPS Survey results have increased via Khoros Care in comparison to the Call Centre.

Incentivized

• We've had a good integration with our existing databases and applications.
• Our customers are crypto traders and we've had more engagement with them, which means a lot to us.

Incentivized