Oracle CX Applications Users Receive Second Wave of GenAI Tools for CRM, Contact Center, Field Service, and Marketing
Oracle CX applications users have reason to celebrate this week as Oracle announced a second wave of generative AI tools for CRM, contact center, field service, and marketing. These new features, available in Oracle Fusion Cloud Customer Experience (CX), are designed to enhance customer interactions, streamline field service operations, and improve sales and marketing efforts.
One of the standout features is Assisted Answer Generation for contact center agents, which provides contextually aware responses to customer inquiries during live interactions. This tool can help agents provide more accurate and efficient support, ultimately leading to better customer satisfaction.
Another key addition is Assisted Scheduling for Field Service, which leverages metrics such as technician availability, location, skills, and billing status to optimize technician visits. This can help field service-intensive companies save time and resources by ensuring that technicians are deployed efficiently.
In the sales and marketing realm, Oracle has introduced tools that can identify and recommend specific products to individual buyers, as well as GenAI content authoring tools for creating marketing and sales collateral. These features can help sales and marketing teams personalize their interactions with customers and drive more targeted campaigns.
Field service is a particularly ripe area for the application of generative AI, as it can help optimize technician schedules, route mapping, and problem-solving. By combining new technologies with existing workflow tools, companies can achieve greater efficiencies and empower field service reps to deliver better service.
Generative AI’s ability to access and analyze unstructured data sets it apart from traditional machine learning and rule-based algorithms. This enables salespeople and marketers to gain deeper insights from enterprise data and make more informed decisions. By leveraging front-office and back-office data, companies can create personalized customer engagements and drive business success.
Overall, Oracle’s latest GenAI tools represent a significant step forward in enhancing customer experiences, streamlining operations, and driving sales and marketing effectiveness. By harnessing the power of generative AI, companies can unlock new efficiencies and insights that were previously out of reach.
