Oracle Unveils New AI Capabilities for End-to-End Service Automation in Fusion Cloud Service and Field Service

With the introduction of agentic AI capabilities in Oracle Fusion Cloud Service and Oracle Fusion Field Service, Oracle is taking a big step towards achieving total end-to-end service automation. This new AI-driven technology is set to revolutionize the way service teams operate, by increasing efficiency, reducing resolution times, and ultimately enhancing the overall customer experience.

According to Jeff Wartgow, Vice President of Oracle Service, the goal at Oracle is not just to make small enhancements or incremental improvements in service, but to completely automate the entire service process. This means that service teams will be able to provide consistent, on-demand customer care 24/7, without the need for constant human intervention.

One of the key challenges facing companies today is the increasing demand for customer service, coupled with the difficulty of finding and retaining skilled service agents and technicians. Wartgow highlighted that despite a 30% increase in wages for service professionals, many companies are still struggling to adequately staff their call centers.

With the new agentic AI capabilities in Oracle Fusion Cloud Service and Oracle Fusion Field Service, companies can now streamline their service operations, improve efficiency, and deliver a seamless customer experience. By leveraging AI-driven workflows, service teams can automate repetitive tasks, prioritize urgent issues, and provide personalized support to customers, all while reducing the burden on human agents.

Overall, Oracle’s latest advancements in AI technology are set to transform the way service teams operate, by enabling end-to-end service automation and delivering exceptional customer service. As companies continue to adapt to the changing landscape of customer service, Oracle’s innovative solutions are paving the way for a more efficient and effective service delivery model.