Oracle unveiled new artificial intelligence (AI) capabilities within Oracle Fusion Cloud Customer Experience (CX) to help marketers, sellers and service agents accelerate transaction cycles.
New AI capabilities will help organizations generate more sales faster by automating time-consuming tasks and enabling front office professionals to more accurately target, engage and serve buyers.
Katrina Gosek, vice president of product strategy at Oracle Cloud CX, said: “AI is continually proving its ability to improve user experience and we are only beginning to see what this technology can do for customer service, sales and marketing.
“The new AI capabilities built into Oracle Cloud CX will enable organizations to improve customer satisfaction and generate more sales by automating the processes that free up marketing, sales and service professionals to spend their time quality to more meaningful tasks while technology helps engage and serve buyers more precisely.
Built on Oracle Cloud Infrastructure (OCI) and leveraging its core AI services, Oracle supports more than 50 generative AI use cases that are integrated into Oracle Fusion Cloud Application Suite and designed to respect customers’ business data, privacy and security. With OCI Generative AI Service, no customer data is shared with large language model (LLM) providers or seen by other customers. Additionally, an individual customer is the only entity allowed to use custom models trained on their data. To better protect sensitive information, role-based security is built directly into Oracle Fusion Applications workflows that only recommends content that end users are authorized to view.
New AI capabilities in Oracle Cloud CX further extend the AI capabilities of Oracle Fusion Applications, helping organizations be more competitive, increase productivity, and reduce operating costs. New AI capabilities in Oracle Cloud CX include:
- Gen AI-assisted response generation: Helps service agents reduce their workload by automatically developing contextual answers to customer questions. This new generative AI capability in Oracle service will improve customer response times and allow service agents to focus on more complex scenarios by leveraging Oracle Digital Assistant to manage and respond to customer requests.
- Assisted planning for on-site service: Helps field service technicians optimize their schedules by automatically recommending relevant tasks taking into account key identifiers such as availability, location, skills, billing status, and more. This new Oracle Service feature leverages AI to improve service productivity and overall customer satisfaction by automatically recommending tasks based on estimated task duration and travel time.
- Identification of opportunities: Helps marketers and sellers drive more B2B deals and increase account-based revenue by helping identify the right contacts on target accounts to improve the effectiveness of cross-sell and upsell moves . New AI models within Oracle Unity CDP provide similar modeling for contacts, job title normalization, and topic interest mapping, which help identify and predictively tag the right members of a buying group to drive activation and engagement more relevant commercial.
- Gen AI-assisted creation for marketing and sales: Helps marketers and sellers quickly create compelling content to better engage buyers and accelerate deal cycles. The new generative AI capabilities of OracleMarketing And Oracle Sales help increase buyer engagement by producing targeted content for marketing and sales materials, such as recommended copy for emails and landing pages.
- Seller Engagement Recommendations: Helps sellers increase buyer engagement and accelerate purchasing decisions. New AI capabilities in Oracle Sales enable sellers to drive more deals by providing highly targeted recommendations on specific products to offer, insights into buyer role and engagement level, and additional leads for key opportunities.
Aly Pinder, research vice president at IDC, said: “Service resources are limited, so it is critical that organizations can proactively predict, plan and enable the parts of the service that can be automated. This would also free up time to devote to more complex and critical tasks that only a human can accomplish.
“The latest updates to Oracle Service are great examples of how AI and machine learning models can improve the customer experience and create the efficiencies needed for service technicians to be more productive.
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