New AI capabilities in Oracle Cloud CX
help marketers, sellers, and service agents, improve
customer satisfaction, increase productivity, and accelerate deal
cycles
MEXICO
CITY, April 25, 2024 /PRNewswire/ --
Oracle CloudWorld - Oracle today announced 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 organizations generate more sales faster by
automating time-consuming tasks and enabling front office
professionals to more precisely target, engage, and serve
buyers.
"AI is continuously proving its ability to enhance user
experiences and we are only beginning to see what this technology
can do for customer service, sales, and marketing," said
Katrina Gosek, vice president of
product strategy, Oracle Cloud CX. "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."
Built on Oracle Cloud Infrastructure (OCI) and leveraging its
leading AI services, 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. In addition, an individual customer is the only
entity allowed to use custom models trained on its data. To further
protect sensitive information, role-based security is embedded
directly into Oracle Fusion Applications workflows that only
recommends content that end users are entitled to view.
The new AI capabilities in Oracle Cloud CX further expand the AI
capabilities within Oracle Fusion Applications, which helps
organizations be more competitive, boost productivity, and reduce
the cost of doing business. New AI capabilities in Oracle Cloud CX
include:
- Gen AI Assisted Answer Generation: Helps service agents
reduce their workloads by automatically crafting contextually aware
responses to customer questions. This new generative AI capability
in Oracle Service 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: Helps field
service technicians optimize their schedules by automatically
recommending relevant jobs by considering key identifiers such as
availability, location, skills, billing status, and more. This new
capability in Oracle Service 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: Helps marketers and sellers
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 modeling for contacts,
job title normalization, and topic interest mapping, which help
predictively 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: 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: Helps sellers
increase buyer engagement and accelerate purchase decisions. The
new AI capabilities within Oracle Sales enable sellers to generate
more deals by delivering highly targeted recommendations on
specific products to offer, insights on the buyers' role and
engagement level, and additional contacts for key
opportunities.
"Service resources are finite so it is critical that
organizations can predict, plan, and proactively activate the parts
of service that can be automated. This would also free up time to
be spent on more complex and business-critical tasks that only a
human can complete," said Aly
Pinder, research vice president, 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."
Part of Oracle Fusion Applications, Oracle Cloud CX helps
organizations connect data and workflows across marketing, sales,
and service to make every customer interaction matter. To learn how
Oracle Cloud CX can help your organization improve the customer
experience and build brand loyalty, please visit: oracle.com/cx
About Oracle
Oracle offers integrated suites of applications plus secure,
autonomous infrastructure in the Oracle Cloud. For more information
about Oracle (NYSE: ORCL), please visit us
at www.oracle.com.
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registered trademarks of Oracle Corporation. NetSuite was the first
cloud company—ushering in the new era of cloud computing.
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SOURCE Oracle