Oracle Introduces New Generative AI-Powered Capabilities in Fusion Cloud Customer Experience to Enhance Customer Service

Are you tired of waiting on hold for customer service or dealing with slow response times from field technicians? Oracle has just announced new generative AI-powered capabilities within Oracle Fusion Cloud Customer Experience (CX) that will revolutionize the way service agents, field technicians, and customers solve issues faster.

These new capabilities, supported by Oracle Cloud Infrastructure (OCI) generative AI service, are designed to optimize customer service delivery, improve productivity, and enhance the overall customer experience. By summarizing, authoring, and recommending content, generative AI has the potential to significantly enhance customer service engagements.

With features like Assisted Agent Responses, Assisted Knowledge Articles, Search Augmentation, Customer Engagement Summaries, Assisted Guidance Authoring, and Field Service Recommendations, Oracle Cloud CX will help organizations resolve customer service issues quicker and more efficiently. These capabilities will increase service agent and field technician productivity, optimize self-service options, and automate manual and time-consuming tasks.

Built on OCI and leveraging its best-in-class AI services, the embedded generative AI capabilities within Oracle Cloud CX prioritize customer data privacy and security. No customer data is shared with third parties, and role-based security ensures that sensitive information is protected.

These new generative AI capabilities are set to transform customer service agent and service stakeholder productivity by streamlining processes and automating content generation within a single integrated solution. By providing quick access to accurate information, Oracle Cloud CX will help organizations create outstanding customer experiences and build brand loyalty.

If you’re looking to enhance the experience you deliver to customers and improve efficiency within your organization, Oracle Cloud CX with generative AI capabilities is the solution you’ve been waiting for. Visit Oracle’s website to learn more about how these new capabilities can benefit your business and revolutionize your customer service processes.