New AI capabilities in Oracle Fusion Cloud CX
automate processes, improve insights, and enhance employee
productivity
LAS
VEGAS, Sept. 19, 2023 /PRNewswire/
-- Oracle CloudWorld -- Oracle has added new
artificial intelligence (AI) capabilities in Oracle Fusion Cloud
Customer Experience (CX) to help marketers, sellers, and
service agents grow revenue and deliver exceptional customer
experience. The latest AI capabilities liberate marketers, sellers,
and service agents from time-consuming and manual tasks by
unlocking relevant content, recommendations, and insights with
automation and conversational interfaces.
Customers expect a harmonized experience at real-time speed, in
every and any context. The challenge for marketers, sellers, and
service agents is to leverage the new velocity and vast quantity of
data, with the help of AI, to unlock powerful insights that benefit
customers and help grow business.
"Pre-trained large language models (LLMs) are changing the way
we interact with people, content, and critical knowledge in our
enterprises. We can now unlock insights and communicate with
clarity like never before," said Rob Tarkoff, executive
vice president and general manager, Oracle Cloud CX. "With a unique
combination of traditional and generative AI, running on Oracle
Cloud Infrastructure and embedded in application flows, Oracle
Cloud CX enables customer experience professionals to do their jobs
with more accuracy and efficiency to ultimately drive more
revenue."
New Oracle Cloud CX capabilities include:
- Generative AI for Service: Generates content and
streamlines processes automatically to help organizations resolve
customer service issues faster. Part of Oracle Fusion Cloud
Service, the new generative AI capabilities include assisted agent
responses, knowledge articles, and administrator guidance as well
as search augmentation, customer engagement summaries, and field
service recommendations. Learn more about the new generative
AI-powered capabilities in Oracle Fusion Service here.
- Guided Campaigns: Enables marketing and sales teams to
accelerate revenue by eliminating time-consuming coordination and
delivering conversation-ready opportunities directly to sellers.
Built on Oracle Fusion Cloud Marketing, Guided Campaigns walks
marketers through a step-by-step process to launch personalized,
brand-approved campaigns that automatically qualify leads and
deliver them directly to sellers as conversion-ready opportunities.
Learn more about the new Guided Campaigns capabilities in Oracle
Fusion Marketing here.
- AI-Powered Account Linking: Gives sellers full
visibility into accounts to reduce renewal time, expand upsell
opportunities, and accelerate deal close. Part of Oracle Fusion
Cloud Sales, the new capabilities automatically detect and connect
relevant account records in Oracle Fusion Cloud ERP to provide
sellers with actionable insights. For example, sellers can be
alerted when subscription services are nearing threshold limits to
enable effective up-sell and re-sell conversations.
- B2B Customer Data Platform (CDP) Enhancements: Scores
and identifies sales opportunities based on past engagement to
uncover the next best contact for hyper-personalization among
sophisticated enterprise buying groups. The Oracle Unity Customer
Data Platform segmentation canvas now supports the targeting of
complex buying groups within an account hierarchy, while
streamlined access to data enrichment and intent signals improves
targeting and accelerates marketing and sales campaigns.
- Intelligent Sales Orchestration: Helps sellers to
be more focused, efficient, and effective by automating processes
and providing AI-generated insights and recommendations. Part of
Oracle Fusion Cloud Sales, the new capabilities provide
step-by-step guidance for complex sales scenarios and automatically
logs activity with clean and enriched data so that the seller can
stay focused on the buyer.
- Advanced Field Asset Monitoring: Increases field
service productivity by improving access to relevant information of
all managed assets. Oracle Field Service, part of Oracle Fusion
Cloud Service, improves field service technicians' access to
critical service and repair information, including asset details,
work-order history, asset notes, warranties, and subscriptions, on
any device.
Supporting Quotes
- "Many organizations today are seeking ways to automate
disconnected manual processes and drive efficiencies as they
realize new customer and revenue opportunities are being left
on the table," said Paul
Greenberg, managing principal of The 56 Group and author of
CRM at the Speed of Light. "The latest AI updates to Oracle Cloud
CX, are thoughtful and intelligent additions to the already strong
portfolio. They are geared to automating age-old processes that
take too much time and human energy. This will more than likely
positively impact employee experiences, customer outcomes, and the
bottom line."
Natively built for the cloud, Oracle Cloud CX connects data
across marketing, sales, and service to make every customer
interaction matter. To learn more about how Oracle Cloud CX can
help businesses improve customer experience and build brand
loyalty, please visit: https://www.oracle.com/cx/
About Oracle
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applications plus secure, autonomous infrastructure in the Oracle
Cloud. For more information about Oracle (NYSE: ORCL), please visit
us at www.oracle.com.
About Oracle CloudWorld
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discover the insights you need to tackle your biggest business
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and developer technologies including Java from the people that
build and use them. For registration, live keynotes, session
details, news and more visit oracle.com/cloudworld or
oracle.com/news.
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current as of September 19, 2023 and
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