Oracle Unveils New AI Capabilities in Fusion Cloud CX

Oracle has announced the integration of advanced artificial intelligence (AI) capabilities into its Oracle Fusion Cloud Customer Experience (CX) suite.

In a bid to revolutionize customer experience (CX), Oracle has announced the integration of advanced artificial intelligence (AI) capabilities into its Oracle Fusion Cloud Customer Experience (CX) suite. These enhancements aim to empower marketers, sellers, and service agents to streamline deal cycles, thereby driving sales growth.

Katrina Gosek, Vice President of Product Strategy at Oracle Cloud CX, emphasized the transformative potential of AI in improving user experiences across various domains including customer service, sales, and marketing. Gosek remarked, “The new AI capabilities embedded within Oracle Cloud CX will enable organizations to enhance customer satisfaction and drive more sales by automating processes.”

Powered by Oracle Cloud Infrastructure (OCI) and leveraging its cutting-edge AI services, Oracle now offers over 50 generative AI use cases seamlessly integrated into the Oracle Fusion Cloud Applications Suite. These AI functionalities are engineered to uphold the highest standards of data privacy and security, ensuring that customer data remains confidential and inaccessible to unauthorized parties.

Among the newly introduced AI capabilities within Oracle Cloud CX are:

  • Gen AI Assisted Answer Generation: This feature assists service agents in crafting contextually relevant responses to customer queries, thereby reducing response times and enabling agents to focus on more complex issues.
  • Assisted Scheduling for Field Service: By leveraging AI, field service technicians can optimize their schedules based on factors like availability, location, and skills, resulting in improved service productivity and customer satisfaction.
  • Opportunity Identification: Marketers and sellers can leverage AI models to identify potential B2B deals and target the right contacts within accounts, facilitating more effective cross-selling and upselling.
  • Gen AI Assisted Authoring for Marketing and Sales: AI-powered content generation tools help marketers and sellers create compelling content tailored to engage buyers and expedite deal closures.
  • Seller Engagement Recommendations: AI-driven insights enable sellers to deliver targeted product recommendations and personalized engagement strategies to enhance buyer interactions and drive sales.

Aly Pinder, Research Vice President at IDC, emphasized the significance of AI in optimizing service workflows, stating, “The latest updates to Oracle Service are good examples of how AI and machine learning models can improve customer experiences and create the efficiencies needed for service workers to be more productive.”

Oracle’s relentless pursuit of AI-driven innovations underscores its commitment to empowering organizations with tools that enhance operational efficiency, drive sales growth, and elevate customer satisfaction levels. With these advancements, Oracle aims to redefine the landscape of CX by enabling businesses to adapt and thrive in an increasingly competitive marketplace.