Oracle has announced the integration of advanced artificial intelligence (AI) functionalities into its Oracle Fusion Cloud Customer Experience (CX) suite, aimed at empowering marketers, sales professionals, and service agents to expedite deal cycles.

These innovative AI features are designed to help organizations accelerate sales by automating labor-intensive tasks and allowing front-office personnel to target, engage, and serve buyers with greater precision.

Katrina Gosek, Vice President of Product Strategy at Oracle Cloud CX, emphasized, “AI consistently demonstrates its potential to elevate user experiences, and we are merely scratching the surface of its capabilities in customer service, sales, and marketing. The AI functionalities embedded in Oracle Cloud CX will enable organizations to boost customer satisfaction and drive more sales by automating processes. This allows marketing, sales, and service professionals to focus on more impactful tasks while the technology aids in precise buyer engagement and service.”

Leveraging Oracle Cloud Infrastructure (OCI) and its robust AI services, Oracle supports over 50 generative AI use cases embedded within Oracle Fusion Cloud Applications Suite. These are designed to uphold customer data privacy and security. With the OCI Generative AI Service, no customer data is shared with large language model (LLM) providers or accessed by other customers. Additionally, custom models trained on individual customer data are exclusive to that customer. Role-based security within Oracle Fusion Applications workflows ensures that only authorized users can access recommended content.

The enhanced AI features in Oracle Cloud CX extend the AI capabilities within Oracle Fusion Applications, helping organizations stay competitive, increase productivity, and reduce operational costs. Key new AI functionalities in Oracle Cloud CX include:

Gen AI Assisted Answer Generation: This feature aids service agents by automatically generating contextually aware responses to customer inquiries, reducing workload and improving response times. By utilizing Oracle Digital Assistant, this generative AI capability in Oracle Service allows agents to focus on more complex issues while routine queries are managed automatically.

Assisted Scheduling for Field Service: This tool optimizes field service technicians’ schedules by automatically recommending relevant jobs based on factors such as availability, location, skills, and billing status. It leverages AI to enhance service productivity and customer satisfaction by considering job duration and travel time.

Opportunity Identification: This functionality helps marketers and sales professionals identify and engage the right contacts within target accounts to enhance B2B deal generation and account-based revenue growth. Oracle Unity CDP’s AI models facilitate look-alike modeling, job title normalization, and topic interest mapping to predict and identify key buying group members.

Gen AI Assisted Authoring for Marketing and Sales: This capability assists marketers and sellers in creating engaging content to better connect with buyers and speed up deal cycles. Generative AI features in Oracle Marketing and Oracle Sales help produce targeted content for marketing and sales collateral, such as recommended email copy and landing pages.

Seller Engagement Recommendations: This feature supports sales professionals in boosting buyer engagement and expediting purchase decisions. The AI capabilities within Oracle Sales provide highly targeted recommendations on products, buyer insights, and potential additional contacts for key opportunities.

Aly Pinder, Research Vice President at IDC, noted, “Service resources are limited, making it crucial for organizations to predict, plan, and proactively automate service elements. This approach frees up time for more complex, business-critical tasks that require human intervention. The latest updates to Oracle Service exemplify how AI and machine learning models can enhance customer experiences and increase service worker productivity.”

Statistics Supporting AI Adoption in Sales and Marketing:

  • Efficiency Boost: According to a McKinsey report, AI-driven marketing and sales techniques can increase lead generation and qualification rates by more than 50%.
  • Customer Satisfaction: A study by Accenture found that 91% of consumers are more likely to shop with brands that recognize, remember, and provide relevant offers and recommendations.
  • Productivity Gains: Gartner predicts that by 2025, organizations deploying AI across sales processes will see a 20% increase in productivity.

By integrating these advanced AI capabilities, Oracle is set to transform how businesses approach customer engagement, streamline operations, and ultimately, drive higher sales outcomes.