Oracle has introduced new AI-driven features in its Oracle Fusion Cloud Service and Oracle Fusion Cloud Field Service platforms to enhance service teams' productivity and improve how they address customer issues. These enhancements boost customer satisfaction by automatically detecting problems, providing actionable recommendations, streamlining resolutions, and increasing first-time fix rates.
"Service teams are expected to deliver consistent, on-demand, around-the-clock customer care and in this environment, every second of time saved helps improve the experience and build loyalty. With these new capabilities, Oracle is adding AI-powered insights, authoring, and recommendations across the service lifecycle to help organizations more efficiently deliver service that elevates the entire customer experience," said Jeff Wartgow, vice president, Oracle Service.
Oracle Service and Oracle Field Service are part of Oracle Fusion Cloud Customer Experience (CX), a comprehensive suite of applications tailored to help organizations manage, cultivate, and sustain strong customer relationships. By embedding AI and leveraging contextual service data, Oracle allows businesses to automate the entire customer service lifecycle.
The latest enhancements include:
AI-Powered Automated Service Agent: This tool helps service teams interpret customer requests, expediting resolution times. It analyzes service-related tasks using contextual information and customer history, providing actionable plans with recommended next steps for service representatives.
Call and Chat Summarization: Designed to save time and improve accuracy, this gen AI feature transcribes customer conversations and generates summaries that can be shared with team members or supervisors for further action.
Enhanced Field Service Knowledge Search: This feature helps technicians solve customer problems more quickly and accurately, minimizing repeat visits. Leveraging large language models and semantic search, it uses natural language processing and generative AI to provide technicians with relevant guidance through articles and other resources.
