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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.”
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:
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.
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.