Oracle has unveiled new AI features within its Oracle Fusion Cloud Customer Experience (CX) platform designed to enhance the efficiency of marketers, sellers, and service agents, thus speeding up transaction processes. These advanced AI tools aim to increase sales by automating labor-intensive tasks and improving how professionals connect with and serve customers.
Rooted in Oracle Cloud Infrastructure (OCI) and leveraging its AI services, Oracle now supports over 50 generative AI scenarios within the Oracle Fusion Cloud Applications Suite, prioritizing the security, privacy, and integrity of enterprise data. The OCI Generative AI Service ensures that no customer data is exchanged with third-party large language model (LLM) providers nor accessed by other clients. In addition, customized models are exclusively available to the data-owning customer, and role-based security measures within Oracle Fusion Applications restrict content visibility strictly to authorized users.
"AI is continuously proving its ability to enhance user experiences and we are only beginning to see what this technology can do for customer service, sales, and marketing. The new AI capabilities embedded within Oracle Cloud CX will enable organizations to enhance customer satisfaction and drive more sales by automating processes that enable marketing, sales, and service professionals to spend their quality time on more meaningful tasks while the technology is helping to engage and serve buyers in a more precise manner," said Katrina Gosek, Vice President of Product Strategy, Oracle Cloud CX.
Key features in Oracle Cloud CX
Enhancements to the AI functionalities in Oracle Cloud CX extend the AI suite's ability to help businesses stay competitive, improve productivity, and lower operational costs.
Gen AI-Assisted Answer Generation: This feature supports service agents by automatically generating context-aware responses to customer inquiries, enhancing response times and allowing agents to concentrate on more complex issues. It integrates with Oracle Digital Assistant for efficient management and response to customer queries.
Assisted Scheduling for Field Service: AI-driven recommendations help field service technicians optimize their schedules by suggesting appropriate jobs based on factors like availability, location, skills, billing status, and estimated travel and job duration, boosting service productivity and customer satisfaction.
Opportunity Identification: Aimed at marketers and sellers, this tool utilizes AI within Oracle Unity CDP to streamline B2B deal generation and revenue growth through targeted account-based strategies. Features like look-alike modeling, job title normalization, and topic interest mapping help identify and engage key decision-makers within target accounts.
Gen AI-Assisted Authoring for Marketing and Sales: This capability enables marketers and sellers to rapidly create engaging content tailored for potential buyers, expediting the sales process. The AI suggests optimized copy for marketing materials such as emails and landing pages.
Seller Engagement Recommendations: This tool assists sellers in improving buyer interaction and speeding up sales decisions by delivering precise product recommendations and insights into the buyers' engagement levels and roles.
A few days ago, Oracle announced new updates to its Oracle Fusion Cloud Applications Suite aimed at enhancing healthcare organizations' operations, improving employee experiences, and elevating patient care.
