Oracle Unveils Generative AI for Fusion Cloud Applications, Including CX Tools for Marketing, Sales, and Customer Service
Are you ready to take your customer experience to the next level? Oracle has just released its first wave of generative AI tools for Fusion Cloud applications, specifically designed for CX customers in marketing, sales, and customer service. These tools are set to revolutionize the way businesses interact with their customers and streamline processes for improved efficiency.
One of the standout features for CX customers is the webchat summaries for customer service, which will help agents quickly understand customer inquiries and provide timely responses. For salespeople, the assisted customer success-driven content creation tool will generate personalized content based on successful deals closed in the past, empowering them to close more deals effectively. Marketers will benefit from AI-generated content for landing pages, email subjects, and email body copy, saving time and effort in crafting engaging marketing materials.
Oracle’s approach to generative AI mirrors Salesforce’s early Einstein AI strategy, focusing on solving specific pain points for workers in various use cases. Analysts like Paul Greenberg recognize the value of this trend towards specificity, predicting that companies like Oracle will benefit greatly from meaningful use cases of GenAI tools.
While getting office workers to adopt generative AI may be challenging in the early stages, Oracle’s senior vice president, Rob Pinkerton, is confident that once users see the value of GenAI, they will embrace it. He draws parallels to his initial skepticism of Google’s autocomplete feature, which eventually proved to be a better search experience.
The backbone of Oracle’s GenAI tools is the Cohere large language model (LLM), which ensures high performance and data security for Oracle cloud users. The partnership between Oracle and Cohere provides a secure environment for customer data, addressing the security needs of large-enterprise customers.
As Oracle continues to develop new GenAI features, Cohere may become an acquisition target for the company. Greenberg speculates that acquiring a ready-made LLM like Cohere would save Oracle time and costs in developing new AI features, ultimately benefiting both the company and its customers.
The release of Oracle’s generative AI tools coincided with Oracle CloudWorld London, where these AI tools were made available to Oracle Fusion applications subscribers at no extra charge. This marks a significant step towards enhancing customer experience and driving innovation in the cloud applications space.
Are you excited to explore the possibilities of Oracle’s generative AI tools for CX? Stay tuned for more updates on how these tools can transform your business operations and elevate your customer interactions.
