Oracle Unveils New Generative AI Capabilities for CX Tools
Are you ready for a new era of customer experience tools? Oracle is leading the way with its latest announcement of bringing generative AI to its CX tools. This exciting development was unveiled at Oracle CloudWorld in Las Vegas, showcasing new capabilities that will revolutionize the way businesses create knowledge articles and personalize customer data across CRM and ERP systems.
According to Constellation Research analyst Liz Miller, while generative AI tools for CX are becoming more common, Oracle’s new products are not necessarily groundbreaking. However, they do bring Oracle’s CX tools in line with other platform and CX suite vendors. The real standout feature is how Oracle Cloud Infrastructure is advancing to compete with major players like AWS, positioning Oracle as a strong contender in the cloud services market.
One of the key highlights of Oracle’s new generative AI capabilities is the focus on refining knowledge management. With features like Assisted Knowledge Articles, Oracle Fusion Service aims to streamline the process of creating and retrieving knowledge content for better self-service and agent-assisted service. This will ultimately enhance the customer experience by providing faster and more accurate solutions to service issues.
In addition to knowledge management, Oracle is also introducing AI tools for field service agents, such as Field Service Recommendations and Advanced Field Asset Monitoring. These tools leverage generative AI to provide field service workers with real-time troubleshooting information and essential service details, increasing productivity and efficiency on the go.
Furthermore, Oracle is consolidating customer data with AI-Powered Account Linking for Oracle Fusion Cloud Sales, enabling sellers to access relevant account records from Oracle Fusion Cloud ERP for actionable insights and timely alerts. This integration of ERP and CRM data will empower sales, marketing, and service teams to engage with customers more effectively and intelligently.
Lastly, Oracle is introducing automation for sales and marketing with Intelligent Sales Orchestration and Guided Campaigns. These tools use generative AI to automate sales processes, provide insights and recommendations to sales teams, and streamline collaboration between marketing and sales teams for targeted account selling and event promotion campaigns.
Overall, Oracle’s foray into generative AI for CX tools is a game-changer for businesses looking to enhance their customer experience strategies. With a focus on knowledge management, field service optimization, customer data consolidation, and sales and marketing automation, Oracle is paving the way for a more personalized and efficient customer experience journey. Stay tuned for more updates on Oracle’s innovative CX solutions!
