Oracle has rolled out new Artificial Intelligence (AI) capabilities within Oracle Fusion Cloud Customer Experience (CX) to help marketers, sellers and service agents accelerate deal cycles. The new AI capabilities will help organisations generate more sales faster by automating time-consuming tasks and enabling front office professionals to more precisely target, engages and serve buyers.
Built on Oracle Cloud Infrastructure (OCI), Oracle supports over 50 generative AI use cases that are embedded within Oracle Fusion Cloud Applications Suite and designed to respect customers’ enterprise data, privacy and security. With OCI generative AI service, no customer data is shared with Large Language Model (LLM) providers or seen by other customers.
The new AI capabilities in Oracle Cloud CX further expand the AI capabilities within Oracle Fusion Applications, which helps organisations be more competitive, boost productivity, and reduce the cost of doing business. The capabilities include:
⦁ Gen AI Assisted Answer Generation: It helps service agents reduce their workloads by automatically crafting contextually aware responses to customer questions. This will improve customer response times and free up service agents to focus on more complex scenarios by leveraging Oracle Digital Assistant to manage and answer customer inquiries.
⦁ Assisted Scheduling for Field Service: It helps field service technicians optimise their schedules by automatically recommending relevant jobs by considering key identifiers such as availability, location, skills, billing status and more. This new capability leverages AI to improve service productivity and overall customer satisfaction by automatically recommending jobs based on the estimated job duration and travel time.
⦁ Opportunity Identification: It helps marketers and sellers to generate more B2B deals and grow account-based revenue by helping to identify the right contacts at target accounts in order to improve effective cross-sell and upsell motions. The new AI models within Oracle Unity CDP provide look-alike modelling for contacts, job title normalisation, and topic interest mapping, which help identify and label the right members of a buying group to drive activation and more relevant sales engagement.
⦁ Gen AI Assisted Authoring for Marketing and Sales: It helps marketers and sellers quickly create compelling content to better engage buyers and accelerate deal cycles. The new generative AI capabilities in Oracle Marketing and Oracle Sales help increase buyer engagement by producing targeted content for marketing and sales collateral, such as recommended copy for emails and landing pages.
⦁ Seller Engagement Recommendations: It helps sellers increase buyer engagement and accelerate purchase decisions. The new AI capabilities within Oracle Sales enable sellers to generate more deals by delivering targeted recommendations on specific products to offer insights on the buyers’ role and engagement level, and additional contacts for key opportunities.