Oracle has unveiled new artificial intelligence (AI) capabilities within Oracle Fusion Cloud Service and Oracle Fusion Cloud Field Service, designed to improve the efficiency of customer service teams. These improvements allow us to automatically identify user problems, offer action recommendations, accelerate incident resolution and increase the first contact solution rate, which translates into greater customer satisfaction.

“Customer support teams must provide continuous, efficient service around the clock, and every second that is optimized improves the customer experience and strengthens customer loyalty,” said Jeff Wartgow, vice president of Oracle Service. “These new capabilities incorporate AI-powered intelligence into every stage of the service, helping organizations provide more agile and effective support, improving the overall customer experience.”

AI in Oracle Fusion Cloud

Oracle Service and Oracle Field Service are part of the Oracle Fusion Cloud Customer Experience (CX) ecosystem, a suite of integrated applications that make it easier for organizations to manage, improve and maintain strong relationships with their customers. Thanks to integrated artificial intelligence and the use of contextual data, Oracle allows you to fully automate the customer service lifecycle. The new features include:

  • Automated service agent: It makes it easier for support teams to quickly understand user requests and reduce response times. This automated agent, based on artificial intelligence, reviews the customer’s history and context to generate an action plan with clear recommendations for service personnel
  • Automatic call and chat summaries: This new capability saves time and improves accuracy by transcribing and summarizing customer conversations using generative artificial intelligence. Summaries can be easily shared with other team members or supervisors
  • Improved knowledge search for field technicians: Optimizes the work of field technicians by allowing them to resolve problems more efficiently, reducing unnecessary visits. It uses advanced language models and semantic search, supported by GenAI, to provide guidance through relevant articles and resources.

Aly Pinder, vice president of research at IDC, highlighted: “Leveraging artificial intelligence is key for teams to focus on creating meaningful interactions with customers. “Oracle’s new capabilities improve responsiveness and quality of service, delivering a superior experience for users.” Part of Oracle Fusion Cloud Applications Suite, Oracle Cloud CX enables organizations to connect data and processes in areas such as marketing, sales, and service to deliver more meaningful interactions with their customers.