Oracle Introduces New AI Capabilities to Help Organizations Boost Sales
Oracle announced
new artificial intelligence (AI) capabilities within Oracle Fusion Cloud Customer Experience (CX) to
help marketers, sellers, and service agents accelerate deal cycles. The new AI
capabilities will help organizations generate more sales faster by automating
time-consuming tasks and enabling front office professionals to more precisely
target, engage, and serve buyers.
“AI is
continuously proving its ability to enhance user experiences and we are only
beginning to see what this technology can do for customer service, sales, and
marketing,” said Katrina Gosek, vice president of product strategy, Oracle Cloud
CX. “The new AI capabilities embedded within Oracle Cloud CX will enable
organizations to enhance customer satisfaction and drive more sales by
automating processes that enable marketing, sales, and service professionals to
spend their quality time on more meaningful tasks while the technology is
helping to engage and serve buyers in a more precise manner.”
Built on
Oracle Cloud Infrastructure (OCI) and leveraging its leading AI services,
Oracle supports over 50 generative AI use cases that are embedded within Oracle Fusion Cloud Applications
Suite and designed to respect customers’ enterprise data,
privacy, and security. With OCI Generative AI Service, no customer data is
shared with large language model (LLM) providers or seen by other customers. In
addition, an individual customer is the only entity allowed to use custom
models trained on its data. To further protect sensitive information,
role-based security is embedded directly into Oracle Fusion Applications
workflows that only recommends content that end users are entitled to view.
The new
AI capabilities in Oracle Cloud CX further expand the AI capabilities within
Oracle Fusion Applications, which helps organizations be more competitive,
boost productivity, and reduce the cost of doing business. New AI capabilities
in Oracle Cloud CX include:
· Gen AI Assisted Answer Generation: Helps service agents reduce their workloads
by automatically crafting contextually aware responses to customer questions.
This new generative AI capability in Oracle Service will
improve customer response times and free up service agents to focus on more
complex scenarios by leveraging Oracle Digital Assistant to manage and answer
customer inquiries.
· Assisted Scheduling for Field Service: Helps field service technicians optimize
their schedules by automatically recommending relevant jobs by considering key
identifiers such as availability, location, skills, billing status, and more.
This new capability in Oracle Service leverages AI to improve service
productivity and overall customer satisfaction by automatically recommending
jobs based on the estimated job duration and travel time.
· Opportunity Identification: Helps marketers and sellers generate more B2B
deals and grow account-based revenue by helping to identify the right contacts
at target accounts in order to improve effective cross-sell and upsell motions.
The new AI models within Oracle Unity
CDP provide look-alike modeling for contacts, job title
normalization, and topic interest mapping, which help predictively identify and
label the right members of a buying group to drive activation and more relevant
sales engagement.
· Gen AI Assisted Authoring for Marketing and Sales: Helps marketers and sellers quickly create
compelling content to better engage buyers and accelerate deal cycles. The new
generative AI capabilities in Oracle Marketing and Oracle Sales help
increase buyer engagement by producing targeted content for marketing and sales
collateral, such as recommended copy for emails and landing pages.
· Seller Engagement Recommendations: Helps sellers increase buyer engagement and
accelerate purchase decisions. The new AI capabilities within Oracle Sales
enable sellers to generate more deals by delivering highly targeted
recommendations on specific products to offer, insights on the buyers’ role and
engagement level, and additional contacts for key opportunities.
“Service
resources are finite so it is critical that organizations can predict, plan,
and proactively activate the parts of service that can be automated. This would
also free up time to be spent on more complex and business-critical tasks that
only a human can complete,” said Aly Pinder, research vice president, IDC. “The
latest updates to Oracle Service are good examples of how AI and machine
learning models can improve customer experiences and create the efficiencies
needed for service workers to be more productive.”
Part of
Oracle Fusion Applications, Oracle Cloud
CX helps organizations connect data and workflows across
marketing, sales, and service to make every customer interaction matter. To
learn how Oracle Cloud CX can help your organization improve the customer
experience and build brand loyalty, please visit: oracle.com/cx
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