Oracle AI Agents Help Marketing, Sales, and Service Leaders Unlock New Revenue Opportunities
Oracle announced
new role-based AI agents within Oracle Fusion Cloud Applications to
help customer experience (CX) leaders unlock new revenue opportunities. The new
AI agents are embedded within marketing, sales, and service processes to help
CX leaders increase operational efficiency and build and nurture lasting
customer relationships by automating processes and analysing connected data.
“AI agents are transforming customer engagements from reactive, manual,
and cumbersome processes into highly valuable and proactive strategies that
enable organizations to scale quality experiences to win more business and keep
customers happy,” said Chris Leone, executive vice president of Applications
Development, Oracle. “The new AI agents in Oracle Fusion Applications help CX
leaders deliver personalized support, deepen customer loyalty, and unlock new
revenue opportunities with intelligent insights and agentic automation.”
Running on Oracle
Cloud Infrastructure, Oracle AI agents are prebuilt and natively integrated
within Oracle Fusion Applications at no additional cost. Embedded within the
existing workflows of a business, they can help users operate faster and make
better decisions. The new AI agents within Oracle Fusion Cloud Customer
Experience (CX), part of Oracle Fusion Applications, include:
Marketing:
· Account Product Fit Agent: Helps
marketers prioritize customers that are most likely to make a purchase. The
agent can identify customers most interested in buying by using Ideal Customer
Profile (ICP) and predictive scoring, account data, and engagement signal data.
· Buying Group Definition Agent: Helps
marketers more effectively personalize strategies by persona. The agent can
identify specific industry and product-buying roles for contacts by using a
title-mapping algorithm.
· Model Qualification Agent: Helps
marketers target and personalize content more accurately. The agent recommends
the best-fit audience through predictive models and assesses whether existing
data meets the criteria.
Sales:
· Deal Advisor Agent: Helps
sellers source subject matter expertise to close deals faster. The agent can
automatically surface expert guidance from product and pricing overviews,
solution guides, customer references, and use cases for sellers to share with a
potential customer.
· Quote Assistant Agent: Helps
sellers close more deals faster by providing quick and actionable answers for
their proposal. The agent can answer deal-related questions to streamline
quoting and deliver relevant information.
· Product Recommendations Agent: Helps
sellers identify cross-sell and upsell opportunities. The agent can provide
intelligent product recommendations for bundling or add-ons by analyzing
customer history, preferences, and quote data.
· Quote Summaries Agent: Helps
sellers quickly understand the key aspects of a deal. The agent can produce a
summary about a quote for a seller to quickly get up to speed on deal details,
history, and next steps.
· Contract Advisor Agent: Helps
sellers understand contract documents quickly. The agent can produce a summary of
obligations and other key terms.
· Lead Advisor Agent: Helps
sellers quickly understand the key aspects of a lead. The agent can produce a
summary of insights into leads such as lead behavior, engagement, profile
details, accounts, with recommended next-best actions.
Service:
· Triage Agent: Helps service
representatives improve resolution times and handle higher volumes of service
requests. The agent can intelligently analyze service requests, understand
customer issues, and prioritize tickets by gathering information around
product, category, severity, and sentiment.
· Self-Service Agent: Helps
service representatives save time and focus on higher value issues. The agent
can help customers resolve issues themselves with step-by-step guidance via
websites, customer portals, or mobile applications.
· Service Request Creation Agent: Helps
service representatives respond to requests faster and with greater context.
The agent can automatically convert requests from customer chat conversations,
phone call transcripts, and emails into actionable service requests.
· Work Order Agent: Helps field
service organizations execute faster dispatch and resolve requests on the first
visit. The agent can automatically generate draft work orders complete with
pre-filled attributes such as title, notes, type, account, and contact details,
so that field technicians arrive with pre-validated information to resolve
issues quickly.
· Service Request Clustering Agent: Helps
service representatives improve productivity and accelerate resolution times.
The agent analyzes similar service requests to identify reoccurring issues and
reduce duplicate requests.
· Escalation Prediction Agent: Helps
service representatives proactively identify service requests that are at risk
of being escalated. The agent can analyze customer sentiment based on
attributes of the request and predict which service requests will likely be
escalated.
Leave A Comment