Oracle introduces generative AI-powered capabilities to enhance customer experience

In a significant move to further elevate customer service and productivity, Oracle has unveiled the integration of Oracle generative AI-powered capabilities within Oracle Fusion Cloud Customer Experience (CX). This addition, supported by Oracle Cloud Infrastructure (OCI), aims to optimize customer service delivery and enhance overall customer experiences.

Oracle’s new GenAI capabilities, built on OCI’s robust foundation, prioritize the privacy and security of enterprise data. All AI services, whether prebuilt or custom, are hosted on OCI, ensuring no customer data is shared with third parties or other customers. This approach aligns with Oracle’s commitment to data integrity and security. Role-based security measures integrated directly into Oracle Fusion Service workflows further safeguard sensitive customer information.

“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 of Oracle Cloud CX. “With the ability to summarize, author, and recommend content, generative AI has the potential to enhance customer service engagements significantly. 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.”

Transforming Productivity with Oracle Generative AI

The integration of Oracle generative AI within Oracle Fusion Service promises to revolutionize customer service agents and service stakeholder productivity. These newly embedded capabilities include:

1. Assisted Agent Responses

• Improving service agent productivity by generating initial responses to service requests, which can be reviewed and edited.
• Accelerating response times and enhancing quality, particularly in high-volume service scenarios.

2. Assisted Knowledge Articles

• Reducing the time spent creating new knowledge base content by assisting in developing articles for emerging service issues.
• Ensuring accurate documentation of standard operating procedures in complex scenarios.

3. Search Augmentation

• Enhancing search results by integrating short-form responses to questions in search and chat.
• Facilitating quick access to solutions for employees and customers within knowledge articles.

4. Customer Engagement Summaries

• Generating summaries of key information in service requests, incorporating communication history.
• Facilitating efficient issue resolution for managers and specialist resources.

5. Assisted Guidance Authoring

• Assisting experts in creating and updating questions that guide service agents through troubleshooting steps.
• Ensuring a consistent process for resolving customer issues.

6. Field Service Recommendations

• Improving field service technician success by providing instructional content in the field.
• Suggesting contextually relevant troubleshooting solutions based on reported symptoms.

Leveraging OCI for AI Innovation

Oracle generative AI services are powered by OCI, leveraging its high-performance infrastructure to accelerate AI training. OCI Supercluster, equipped with NVIDIA GPUs and RDMA network technology, offers unmatched training efficiency at a cost-effective rate. This attracts leading innovators like Cohere to collaborate with Oracle and contribute to the cycle of AI innovation.

Oracle Cloud CX: Elevating Customer Interactions

Natively designed for the cloud, Oracle Cloud CX connects data across marketing, sales, and service to make every customer interaction meaningful. This latest integration underscores Oracle’s commitment to enhancing customer experiences and building brand loyalty.

WRITTEN BY

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