By Mitch Kramer
We just concluded our in-depth evaluation of Oracle Service Cloud Virtual Assistant. It’s a relatively new branding (November 2013) for a product, originally known as Q-go, from a privately held, Amsterdam, NE-based supplier of the same name. Q-go was first commercially deployed in 2001. Now it’s part of Oracle’s Cloud-based Customer Service portfolio.
Neither RightNow, which acquired Q-go in 2011, nor Oracle, which acquired RightNow in 2013, has done very much to enhance the old Q-go other than to rebrand it. (RightNow branded it RightNow Intent Guide and Natural Language Search at the time of the 2011 Q-go acquisition. As we mentioned just above, Oracle branded it Virtual Assistant in November 2013.) Today, Oracle Service Cloud Virtual Assistant doesn’t support voice. It deploys on web browsers in HTML. Its deployments are language-specific and only Western European languages are supported.