Oracle Brings AI to Its Fusion Cloud CX

Oracle, the global technology giant, has made a bold move by integrating advanced artificial intelligence (AI) capabilities into its Oracle Fusion Cloud Customer Experience (CX) suite. This strategic decision aims to streamline various processes for marketers, salespeople, and service agents. It is expected to ultimately accelerate deal closures and improve customer satisfaction.

According to Katrina Gosek, Oracle’s vice president of Product Strategy for Oracle Cloud CX, the addition of AI will automate tedious tasks. It will allow front-office professionals to focus their efforts on more meaningful tasks. 

“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,” Gosek explained.

Oracle Cloud Infrastructure (OCI), Oracle’s new-age cloud platform, and its leading AI services will be the driving powers behind this move. Remarkably, Oracle now supports over 50 generative AI use cases seamlessly embedded within its Fusion Cloud Applications Suite. However, a key priority for Oracle is ensuring enterprise data security and privacy. To this end, the company has implemented measures to prevent customer data from being shared with external parties, safeguarding confidential information.

The new AI functionalities in Oracle Cloud CX improves existing AI capabilities within Oracle Fusion Applications. They promise enhanced competitiveness, productivity, and cost reduction for businesses. Among the notable features is Gen AI Assisted Answer Generation, which aids service agents in drafting responses to customer queries. It also has Assisted Scheduling for Field Service, which optimizes technicians’ schedules..

Additionally, the Opportunity Identification feature assists marketers and sellers in identifying potential contacts for business-to-business deals, Meanwhile, the Gen AI Assisted Authoring for Marketing and Sales helps in creating content for marketing and sales collateral. 

Furthermore, Seller Engagement Recommendations offer targeted product suggestions and insights to salespeople and potentially increase conversion rates. Aly Pinder, a research vice president at IDC, a leading global provider of market intelligence, echoed the significance of Oracle’s AI integration. “Service resources are finite, so it is critical that organizations can predict, plan, and proactively activate the parts of service that can be automated…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.”

Recognizing the diverse needs of its customers, Oracle has also expanded its Guided Journeys extensibility framework. This move allows Oracle Cloud HCM and Oracle Cloud SCM customers, as well as partners, to incorporate their own generative AI capabilities tailored to their industry and competitive needs. Customers can choose a preferred large language model (LLM) provider to support their unique requirements, fostering innovation and agility in responding to market changes. This strategic advantage has attracted enterprise-focused AI innovators like Cohere to build on OCI, further contributing to the innovation feedback cycle.