Global technology company Oracle has integrated advanced artificial intelligence (AI) capabilities into its Oracle Fusion Cloud Customer Experience (CX), aiming to streamline processes for marketers, sellers, and service agents and expedite deal closures.
According to Oracle, the addition of AI will automate tedious tasks, allowing front-office professionals to target, engage, and assist buyers, which hopefully accelerates sales cycles.
“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,” Katrina Gosek, vice president of Product Strategy, Oracle Cloud CX, said in a media release.
Built on Oracle Cloud Infrastructure (OCI) and utilizing its leading AI services, Oracle supports over 50 generative AI use cases embedded within its Fusion Cloud Applications Suite. These AI capabilities prioritize enterprise data security and privacy, ensuring that customer data remains confidential and is not shared with external parties.
The new AI functionalities in Oracle Cloud CX expand the existing AI capabilities within Oracle Fusion Applications, promising enhanced competitiveness, productivity, and cost reduction. These include features such as Gen AI Assisted Answer Generation, Assisted Scheduling for Field Service, Opportunity Identification, Gen AI Assisted Authoring for Marketing and Sales, and Seller Engagement Recommendations.
“Service resources are finite so it is critical that organizations can predict, plan, and proactively activate the parts of service that can be automated,” said Aly Pinder, vice president for Research at IDC. “The latest updates to Oracle Service are good examples of how AI and machine learning models can improve customer experiences and create the efficiencies needed for service workers to be more productive.”