We're excited to introduce the latest enhancements to Fern, our Oracle Digital Assistant available on the B2C Service Support Portal (cx.rightnow.com).

 

 

Fern has transformed the way you manage service requests, allowing you to view, update, and escalate SRs on demand. In our quest to offer more dynamic assistance, we're pleased to announce the general availability of Live Agent Handoff. 

 

With this new feature, you can request to connect with a real-time Oracle support expert for assistance on your open service requests which are assigned to a support engineer (provided you have the necessary technical contact permissions for the SR) whenever you need more personalized help. Simply ask Fern (e.g., "I'd like to speak to an agent") and provide your SR reference number, and you'll be routed to a subject matter expert for your specific product area. The new live inline translation allows you to chat in your preferred language - the system will automatically translate your messages and the agent's responses, making it easier than ever to get the help you need without language barriers.

 

 

 

In case you missed our earlier announcement, Fern -- the Oracle B2C Service Support Portal Digital Assistant -- enables you to manage service requests and support interactions within the portal. Here's what you can do with Fern:

 

 

 

To help you make the most of Fern's capabilities, we've created a series of short video guides. The full video playlist is available here. These guides demonstrate Fern's current digital assistant functions, including the new Live Agent Handoff feature. The playlist includes:  

 

 

Whether you're new to using Fern or looking to unlock the latest features, these guides are the perfect resource for customers at any experience level.