Oracle Enhances AI Capabilities in Fusion Cloud Customer Experience Suite

Oracle has once again raised the bar in the world of customer experience with the addition of new AI capabilities to its Fusion Cloud CX suite. This suite, which goes beyond traditional CRM, covers a wide range of applications including service, sales, marketing, commerce, advertising, finance, HR, and the supply chain. With the latest updates, Oracle has integrated AI features into its Service and Sales applications, enhancing the overall customer experience and streamlining business operations.

In Oracle Service, the new Gen AI Assisted Answer Generation feature is a game-changer. This feature automatically generates contextually relevant responses to customer queries, allowing service agents to respond more quickly and efficiently. By leveraging Oracle Digital Assistant, this capability keeps a human in the loop, ensuring that agents can review, edit, and send automated responses to customers. This not only reduces the time spent on simple queries but also enables agents to focus on more complex customer issues, ultimately improving customer satisfaction.

Additionally, Oracle Service now offers Assisted Scheduling for Field Service, a feature that uses AI to optimize the scheduling of field service technicians. By considering factors such as technician availability, location, skills, billing status, estimated job duration, and travel time, this feature streamlines the scheduling process, making it more efficient and effective. These enhancements to Oracle Service are a testament to how AI and machine learning models can revolutionize customer service and drive productivity.

In Oracle Sales, the new Seller Engagement Recommendations tool provides targeted recommendations to sellers on which products to offer customers, while also surfacing insights into buyers’ roles and engagement levels. This tool helps sellers identify new opportunities for additional business with existing customers, ultimately increasing customer value and driving revenue growth. Additionally, the Opportunity Qualification Scoring tool in Oracle Unity CDP helps sellers and marketers target the ideal B2B buying groups for marketing campaigns and direct sales, improving opportunity qualification and driving sales effectiveness.

Oracle’s approach to safe and secure GenAI is also worth noting. With Oracle Cloud Infrastructure (OCI) serving as the backbone for these new GenAI use cases, Oracle ensures that enterprise data is never shared with external providers. Only the business itself can access custom language models and AI models trained on its data, ensuring data privacy and security. Furthermore, Oracle Fusion Applications include role-based security in their workflows, safeguarding sensitive information and ensuring that users only see content they are authorized to view.

Overall, Oracle’s latest AI capabilities in its Fusion Cloud CX suite demonstrate the company’s commitment to innovation and customer success. By integrating AI into its service and sales applications, Oracle is empowering businesses to deliver exceptional customer experiences, drive productivity, and unlock new opportunities for growth. With a focus on data privacy and security, Oracle is setting the standard for safe and secure AI implementation in the enterprise space.