Oracle has revealed fresh artificial intelligence (AI) capabilities integrated into Oracle Fusion Cloud Customer Experience (CX) to aid marketers, salespersons, and service representatives in expediting deal cycles.
These novel AI features aim to assist organizations in accelerating sales by automating tedious tasks and empowering frontline professionals to precisely target, engage, and assist purchasers.
Katrina Gosek, Vice President of product strategy at Oracle Cloud CX, expressed, “AI consistently demonstrates its capacity to enrich user interactions, and we're just scratching the surface of its potential in customer service, sales, and marketing.
"The newly introduced AI capabilities within Oracle Cloud CX will empower organizations to elevate customer satisfaction and drive more sales by automating processes, allowing marketing, sales, and service professionals to allocate their valuable time to more impactful endeavors, while the technology aids in engaging and serving buyers with greater precision."
Leveraging Oracle Cloud Infrastructure (OCI) and its top-tier AI services, Oracle backs over 50 generative AI applications embedded within the Oracle Fusion Cloud Applications Suite. These are tailored to uphold customers’ enterprise data privacy and security. The OCI Generative AI Service ensures customer data remains confidential, with no sharing with large language model (LLM) providers or other customers. Furthermore, custom models trained on individual customer data are exclusively accessible to that customer. Role-based security integrated into Oracle Fusion Applications workflows ensures content recommendations are limited to authorized users.
The expanded AI capabilities in Oracle Cloud CX enhance those within Oracle Fusion Applications, enabling organizations to heighten competitiveness, enhance productivity, and lower operational costs. New AI functionalities in Oracle Cloud CX encompass:
- AI Assisted Answer Generation: Aids service agents by crafting contextually relevant responses to customer queries automatically, reducing workload and enhancing response times.
- Assisted Scheduling for Field Service: Optimizes field service technicians’ schedules by recommending relevant jobs based on factors like availability, location, and skills, thereby boosting service productivity and customer satisfaction.
- Opportunity Identification: Assists marketers and sellers in identifying contacts at target accounts to improve cross-sell and upsell strategies, leveraging predictive modeling for buyer engagement.
- AI Assisted Authoring for Marketing and Sales: Enables marketers and sellers to quickly generate engaging content to accelerate deal cycles.
- Seller Engagement Recommendations: Equips sellers with targeted recommendations to enhance buyer engagement and accelerate purchase decisions.
Aly Pinder, Research Vice President at IDC, noted, “With service resources being limited, organizations need to predict, plan, and activate service components that can be automated, freeing up time for more complex, business-critical tasks that require human intervention."
"The latest enhancements to Oracle Service showcase how AI and machine learning models can enhance customer experiences and drive efficiencies to boost service worker productivity."
