Oracle’s Commitment to Complete Customer Service Automation: A Breakdown of the Latest Innovations

In a world where customer service is becoming increasingly important, Oracle is stepping up to the plate with a bold vision for the future. Jeff Wartgow, VP of Oracle CX, recently announced that the company is committed to helping its customers automate ALL of their customer service operations. This means that Oracle is looking to create processes that automate every aspect of customer service, from engagement to resolution.

Wartgow emphasized the importance of automation in meeting the demands of modern customers. He pointed out that Oracle’s automation tools are not only 96 percent cheaper than human agents but also scalable, available 24/7, and capable of speaking multiple languages. With these advantages, it’s clear that pushing towards service automation is a no-brainer.

While some may fear the downfall of live agents in the face of automation, Wartgow assured that the service organization will evolve rather than disappear. He explained that the focus will shift towards designing, optimizing, curating, and refining processes to ensure a seamless customer experience.

Oracle has been making strides towards this vision by adding capabilities to its Fusion Cloud Service and Field Service platforms. For example, the Field Service Knowledge Search Augmentation feature provides field workers with step-by-step guidance based on knowledge base content and other trusted sources. These features may seem unrelated to customer service automation, but they are part of Oracle’s broader strategy to deliver a unified application for CX.

One of the key additions to Oracle’s offerings is the Automated Service Agent, which reviews customer queries, identifies relevant knowledge articles or error codes, and develops an action plan for resolution. This AI agent can also factor in context from other Oracle applications, such as supply chain and ERP systems, to provide a comprehensive solution.

Additionally, Oracle is introducing Call Summarization, which allows the company to summarize service conversations across various channels, including voice. This capability is crucial as organizations leverage customer service data for AI solutions and other business functions.

Overall, Oracle’s commitment to automating customer service operations is a game-changer for businesses looking to enhance their customer experience. By embracing automation and unifying their applications, Oracle is paving the way for a new frontier of service that is efficient, cost-effective, and customer-centric.