Oraclewhich these days is celebrating its CloudWorld event in Las Vegas, takes the opportunity to present its news, which focus on bringing Artificial Intelligence to a good number of its tools, platforms and applications. One of those that will have new AI functions, as well as Generative Artificial Intelligence, from now on is Oracle Fusion Cloud Customer Experiencefocused on enabling marketing, sales and service professionals to grow revenue and improve the customer experience.
With the AI functions that it will incorporate from now on, the platform will free the professionals who use it from carrying out various manual tasks that consume their time, thanks to obtaining information, recommendations and relevant content. All this is achieved thanks to automation and conversational interfaces.
Among the new features is generative AI for customer service, responsible for generating content and adjusting processes automatically to facilitate and speed up customer service. These new generative AI capabilities, part of Oracle Fusion Cloud Service, include agent responses, informative articles, and management guides, as well as search augmentation, customer interaction summaries, and action recommendations.
As for Guided Campaigns, another improvement, they allow sales and marketing teams to accelerate revenue by eliminating coordination, which saves time, and bringing conversation-ready opportunities directly to sellers. They guide marketers through a step-by-step process for launching custom, brand-approved campaigns. These campaigns automatically capture leads, and are presented directly to sellers as conversion-ready opportunities.
Oracle has also launched AI-Powered Account Linking, which will give sales professionals complete visibility into accounts, reducing renewal time, expanding opportunities for additional sales and accelerate the closing of agreements. It is part of Oracle Fusion Cloud Sales, Oracle Fusion’s sales cloud, and its mission is to discover and connect relevant account records in Oracle Fusion Cloud ERP.
The Oracle B2B Customer Data Platform (CDP) will also see improvements focused on identifying and classifying sales opportunities based on past interactions. Additionally, the Oracle Unity Customer Data Platform segmentation space now supports targeting complex purchasing groups within an account hierarchy.
Intelligent Sales Orchestration will help sellers improve their efficiency, thanks to the automation of processes and the provision of data and recommendations generated by AI. It is part of Oracle Fusion Cloud Sales, and offers step-by-step guides to complex sales scenarios, as well as automatically recording activity through clear, rich data.
Generative AI in Oracle Fusion Cloud Customer Experience
As for the New Generative AI Features in Oracle Fusion Cloud Customer Experience, are based on the Oracle Cloud Infrastructure (OCI) generative AI service. They integrate into existing Oracle Fusion Service processes to optimize customer service offerings, improve productivity, and help businesses and organizations improve their customer experience.
These features are designed to respect customer data, as well as their privacy and security. OCI has custom and pre-developed models. With Oracle’s Generative AI service, there is no sharing of customer data with large language model vendors. Neither do other clients or third parties see them. Additionally, a specific customer is the only one allowed to use custom models trained with their data.
On the other hand, role-based security built directly into Oracle Fusion Service workflows helps protect sensitive customer information and only recommends content that service agents can see. Among the platform’s new generative AI capabilities are Assisted Agent Responses, which improves agent productivity by helping them create responses to service requests.
New generative AI capabilities use the history of the service interaction to outline a first response that can be reviewed and edited before being sent. As for Assisted Outreach Articles, they help improve the productivity of care teams by reducing the time they spend creating content for the knowledge base. These generative AI capabilities help develop articles for emerging service issues, so agents can quickly gain the knowledge they need to help customers.
Search Augmentation offers quick access to answers by integrating short answers to questions in search and chat. They also expand results in the search bar and draft responses in Oracle Digital Assistant. Customer Interaction Summaries will help improve agent and manager productivity by generating summaries of key information on service requests. They will incorporate the history of communications with the client and with internal employees to summarize the problem, the steps taken to resolve it, and the next step to take.
The Assisted Authoring Guide helps product and service experts generate and update questions that guide service agents through several concrete assessment and troubleshooting steps. Its generative AI capabilities use the relevant topic of a matter to help a manager define a consistent process for agents to follow when resolving customer issues.