Oracle has unveiled the Fusion Data Intelligence Platform, a data, analytics, and AI platform designed to enhance business outcomes for Oracle Fusion Cloud Applications users. In addition, the company has also introduced a host of new capabilities into its Fusion Cloud Customer Experience (CX), optimizing the customer experience, and enhancing the efforts of markteres and service agents.
This Fusion Data Intelligence Platform leverages data-driven insights and intelligent decision-making, offering features like 360-degree data models, AI/ML models, interactive analytics, and intelligent applications—all hosted on Oracle Cloud Infrastructure (OCI) Data Lakehouse services, ensuring extensibility across data, analytics, AI/ML, and applications layers.
The Fusion Data Intelligence Platform introduces a range of capabilities for Oracle Fusion Cloud Applications customers. It includes 360-Degree Data Models, providing a holistic view of organizational data related to customers, products, accounts, suppliers, and employees. Prescriptive AI/ML Models automate tasks and offer insights, while Rich Interactive Analytics enables data exploration through dashboards and reports.
New Fusion Cloud CX capabilities
Oracle has also introduced new generative AI-powered capabilities into its Fusion Cloud Customer Experience (CX), leveraging Oracle Cloud Infrastructure (OCI). These enhancements are designed to optimize customer service, enhance productivity, and elevate the overall customer experience, all while respecting data privacy and security standards.
The new generative AI features in Oracle Fusion Service include:
- Assisted Agent Responses, which improve service agent productivity by helping author responses to service requests;
- Assisted Knowledge Articles, which streamline the development of knowledge base content;
- Search Augmentation, facilitating quick access to answers through search and chat;
- Customer Engagement Summaries, which summarize key information in service requests;
- Assisted Guidance Authoring, aiding in creating troubleshooting guides; and
- Field Service Recommendations, offering instructional content for field service technicians.
New offerings to assist marketers, sellers and agents
Finally, the company released new AI features to enhance the efforts of marketers, sellers, and service agents. These aim to improve revenue growth by automating tasks and providing relevant content, recommendations, and insights through automation and conversational interfaces.
Oracle's latest AI capabilities for CX encompass several key areas. Generative AI for Service, part of Oracle Fusion Cloud Service, automates content generation and streamlines processes to expedite customer service issue resolution. Guided Campaigns, built on Oracle Fusion Cloud Marketing, assists marketing and sales teams in launching personalized campaigns that qualify leads and deliver them to sellers as conversion-ready opportunities.
Additionally, AI-Powered Account Linking in Oracle Fusion Cloud Sales offers visibility into accounts, reducing renewal time and enhancing upsell opportunities. B2B Customer Data Platform (CDP) Enhancements in Oracle Unity CDP improve hyper-personalization within enterprise buying groups. Intelligent Sales Orchestration automates processes and provides AI-generated insights for sellers. Advanced Field Asset Monitoring in Oracle Field Service enhances access to asset-related information for field service technicians, improving productivity.
