New generative AI-powered capabilities in
Oracle Fusion Cloud Customer Experience (CX) help service agents,
field technicians, and customers solve issues faster
LAS
VEGAS, Sept. 19, 2023 /PRNewswire/ -- Oracle
CloudWorld -- Oracle today announced the addition of
generative AI-powered capabilities within Oracle Fusion Cloud
Customer Experience (CX). Supported by the Oracle Cloud
Infrastructure (OCI) generative AI service, the new capabilities
are embedded in existing Oracle Fusion Service processes to
optimize customer service delivery, improve productivity, and help
organizations enhance the customer experience.
"To create outstanding customer experiences, CX professionals -
and customers they engage with – need quick access to accurate
information," said Rob Tarkoff,
executive vice president and general manager, Oracle Cloud CX.
"With the ability to summarize, author, and recommend content,
generative AI has the potential to significantly enhance customer
service engagements. The new capabilities in Oracle Cloud CX will
help organizations resolve customer service issues quicker and more
efficiently by increasing service agent and field technician
productivity, optimizing self-service, and automating traditional
tasks that are manual and time-consuming."
Built on OCI and leveraging its best-in-class AI services, the
embedded generative AI capabilities within Oracle Cloud CX are
designed to respect customers' enterprise data, privacy, and
security. OCI hosts both prebuilt and custom models. With Oracle's
generative AI service, no customer data is shared with LLM
providers or seen by other customers or other third parties. In
addition, an individual customer is the only entity allowed to use
custom models trained on its data. Role-based security embedded
directly into Oracle Fusion Service workflows helps to protect
sensitive information about customers and only recommends content
that service agents are entitled to view.
The new generative AI capabilities in Oracle Fusion Service
bolster existing embedded AI capabilities already in use by
thousands of users and will help to transform customer service
agent and service stakeholder productivity by streamlining
processes and automating content generation within a single
integrated solution. Newly embedded generative AI capabilities
include:
- Assisted Agent Responses: Enables improved service
agent productivity by helping author responses to service requests.
The new generative AI capabilities use the history of the service
interaction to draft an initial response that can be reviewed and
edited before sending. For example, assisted authoring can
significantly accelerate and improve response quality in
high-volume and high-velocity service scenarios that are common in
ecommerce, financial services, telecommunications, and
utilities.
- Assisted Knowledge Articles: Helps improve the
productivity of service teams by reducing the time spent creating
new knowledge base content. The new generative AI capabilities
assist in the development of articles for emerging service issues
so service agents can quickly gain the knowledge needed to help
customers. For example, assisted authoring of articles can help
ensure that standard operating procedures for particular problems
are quickly and accurately documented in complex high technology
and medical devices' scenarios.
- Search Augmentation: Enables service agents and
end-customers to gain quick access to answers by integrating
short-form responses to questions in search and chat. The new
generative AI capabilities will augment results in the search bar
and draft responses to questions in Oracle Digital Assistant. For
example, generative AI-powered answers can help employees quickly
find the best solution to a customer's question within knowledge
articles, or other indexed repository documents.
- Customer Engagement Summaries: Helps improve service
agent and administrator productivity by generating summaries of the
key information in service requests. The new generative AI
capabilities will incorporate the history of communications with
the customer and with internal staff to summarize the problem, the
steps undertaken so far, and what the planned next action is. For
example, this enables managers and specialist resources to quickly
understand the nature of a customer's issue, and decide on the next
best action to take as lengthy and complex requests are
escalated.
- Assisted Guidance Authoring: Helps product and service
experts create and update questions that guide service agents
through a defined set of triage and troubleshooting steps. The
new generative AI capabilities use the relevant subject matter
within a guide to help an administrator quickly define a consistent
process for agents to follow when attempting to solve customer
issues. For example, assisted authoring can help a manufacturing or
high tech company's service administrator capture a standard set of
steps that tier one support representatives must work through with
a customer before they escalate to an expert resource.
- Field Service Recommendations: Helps improve field
service technician success by providing quick access to
instructional content in the field. The new generative AI
capabilities will suggest contextually relevant content from
trusted troubleshooting source material to improve the efficiency
of technicians. For example, AI-powered recommendations can
guide field technicians through troubleshooting processes by
suggesting potential causes and solutions based on the symptoms
reported, reducing the need for on-site visits.
Supporting Quotes
- "Many organizations struggle to fill traditional customer
service roles and are adding more automation, digital assistants,
and self-service channels to keep up with customer expectations,"
said Aly Pinder, research vice president, IDC. "With the
latest updates to Oracle Cloud CX, organizations can take advantage
of generative AI to rapidly solve issues and enhance the customer
experience by increasing service agent, field technician, and
customer self-service efficiency."
Oracle Cloud CX generative AI services are powered by OCI.
Leveraging OCI Supercluster, which includes bare metal compute with
NVIDIA GPUs and the highest bandwidth RDMA network in the cloud,
OCI accelerates LLM training with the highest performance at the
lowest cost. This allows Oracle to deliver the fastest AI
innovation in the industry and attract the best enterprise-focused
innovators, including Cohere, to build on OCI, further
contributing to the innovation feedback cycle. In addition, OCI's
generative AI services provide end-to-end security.
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 organizations improve the experience they deliver to customers
and build brand loyalty, please
visit: https://www.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.
About Oracle CloudWorld
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is Oracle's largest global celebration of customers and
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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.
Forward-Looking Statements Disclaimer
Statements
in this article relating to Oracle's future plans, expectations,
beliefs, and intentions are "forward-looking statements" and are
subject to material risks and uncertainties. Many factors could
affect Oracle's current expectations and actual results, and could
cause actual results to differ materially. A discussion of such
factors and other risks that affect Oracle's business is contained
in Oracle's Securities and Exchange Commission (SEC) filings,
including Oracle's most recent reports on Form 10-K and Form 10-Q
under the heading "Risk Factors." These filings are available on
the SEC's website or on Oracle's website
at http://www.oracle.com/investor. All
information in this article is current as of September 19, 2023 and Oracle undertakes no
duty to update any statement in light of new information or future
events.
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SOURCE Oracle