Oracle’s Commitment to Complete Customer Service Automation: A Look at the Latest Innovations

Oracle’s commitment to helping its customers automate all of their customer service operations is a game-changer in the industry. With the assertion from Jeff Wartgow, VP of Oracle CX, that automation is critical to meeting the demands of modern customers, it’s clear that Oracle is leading the charge towards complete, total, perpetual service automation.

The benefits of automation tools from Oracle are undeniable. Not only are they 96 percent cheaper than human agents, but they are also scalable, available 24/7, and multilingual. This makes the decision to push towards service automation an obvious one for companies looking to streamline their customer service operations.

While some may fear the downfall of live agents, Wartgow reassures that the service organization will survive and evolve. The focus will shift towards designing, optimizing, curating, and refining processes, allowing companies to provide even better customer service with the help of automation.

Oracle’s Fusion Cloud Service and Field Service platforms have been enhanced to support this vision of complete automation. Features like the Field Service Knowledge Search Augmentation and the Automated Service Agent are paving the way for a unified application for CX. This concept of unification is key to Oracle’s strategy, ensuring that customer service is seamless and efficient across all touchpoints.

The Automated Service Agent, in particular, is a groundbreaking addition to Fusion Cloud Service. By reviewing customer queries and past service requests, the AI can infer the root cause of issues and develop action plans for live agents. This integrated tool functions seamlessly across various systems, opening up a whole new frontier of service for companies.

Additionally, Oracle’s call summarization feature is a game-changer for customer service data analysis. By summarizing service conversations across all channels, including voice, Oracle is ensuring that customer service data is accurate and automated, making it easier for organizations to leverage AI solutions and improve customer experiences.

Overall, Oracle’s commitment to helping its customers automate all of their customer service operations is a testament to their dedication to innovation and customer satisfaction. With these new capabilities and features, Oracle is setting the standard for customer service automation in the industry.