New AI features support marketing, sales, and customer service within Oracle Fusion Cloud Customer Experience.
Oracle is expanding its Fusion Cloud Applications with role-based AI agents for customer experience (CX) professionals. The new features help organizations automate customer interactions, gain insights, and make processes more efficient across marketing, sales, and service. A few weeks ago, Oracle already launched
AI Agents by Department
The AI agents are integrated into Oracle Fusion Cloud Customer Experience and run on Oracle Cloud Infrastructure. They leverage existing data and workflows to support users across various business domains. The agents are included as standard with the software.
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Within marketing, the Account Product Fit Agent helps prioritize customers with high purchase intent. The Buying Group Definition Agent enables marketers to better map personas and buying roles. The Model Qualification Agent ensures that personalized content can be deployed more effectively.
Sales Department
For sales professionals, Oracle introduces, among others, the Deal Advisor Agent, which provides information from product and pricing guides to support sales conversations. The Quote Assistant Agent answers questions about quotes, while the Product Recommendations Agent identifies cross-sell and upsell opportunities. Additionally, agents such as the Quote Summaries Agent, Contract Advisor Agent, and Lead Advisor Agent provide summaries of quotes, contracts, and leads.
Customer Service
The new customer service features include the Triage Agent, which helps prioritize service requests, and the Self-Service Agent, which provides customers with solutions via digital channels. Other agents, such as the Service Request Creation Agent and Work Order Agent, support service employees by automatically creating service requests and work orders. Finally, the Service Request Clustering Agent and Escalation Prediction Agent analyze patterns and sentiment to resolve issues faster or prevent escalation.
The new AI agents are immediately available to users of Oracle Fusion Cloud Applications. They do not require additional licenses or integrations.