News
Oracle Launches AI-Powered Workflows to Automate Customer Service Lifecycle
- By John K. Waters
- 11/02/2024
Oracle has launched new AI-driven capabilities in its Oracle Fusion Cloud Service and Oracle Fusion Cloud Field Service aimed at enhancing productivity, understanding customer issues more effectively, and elevating service delivery. The updates, which automate issue identification and action recommendations, and streamline resolutions, aim to improve customer satisfaction and raise first-time fix rates.
"Service teams are expected to deliver consistent, on-demand, around-the-clock customer care, and in this environment, every second of time saved helps improve the experience and build loyalty," said Jeff Wartgow, Oracle's Vice President of Service, in company blog post. "With these new capabilities, Oracle is adding AI-powered insights, authoring, and recommendations across the service lifecycle to help organizations more efficiently deliver service that elevates the entire customer experience."
Key enhancements include:
- Automated Service Agent: Helps service teams quickly understand customer service requests and reduce time-to-resolution. For example, the new AI-powered automated service agent can review service-related tasks based on relevant context and customer history to then develop and deliver an actionable plan with recommended next steps for service representatives.
- Call and chat summarization: Helps service representatives save time and improve accuracy when assisting customers. The new summarization capability uses generative AI to transcribe the customer conversation and produce an accurate summary of the call that can be shared with other service team members or supervisors as needed.
- Field service knowledge search augmentation: Helps field service technicians fix customer issues faster and more accurately to reduce the need for repeat visits. The new Oracle Field Service knowledge search augmentation feature uses large language models (LLMs) and semantic search capabilities that understand natural language queries and use generative AI to provide guidance using articles and other resources.
"To improve service efficiency and allow service teams to focus on creating more meaningful customer interactions, it’s important for organizations to lean into AI,” said Aly Pinder, research vice president at IDC, in a statement. "Oracle’s new AI-powered service capabilities will help organizations increase responsiveness, quality, and the overall customer experience."
Oracle’s latest tools are part of Oracle Fusion Cloud Customer Experience (CX), a suite designed to foster lasting customer relationships by automating the service lifecycle through embedded AI. Integrated within the broader Oracle Fusion Cloud Applications Suite, Oracle Cloud CX unifies marketing, sales, and service workflows, underscoring Oracle's commitment to data-driven, holistic customer engagement.
About the Author
John K. Waters is the editor in chief of a number of Converge360.com sites, with a focus on high-end development, AI and future tech. He's been writing about cutting-edge technologies and culture of Silicon Valley for more than two decades, and he's written more than a dozen books. He also co-scripted the documentary film Silicon Valley: A 100 Year Renaissance, which aired on PBS. He can be reached at jwaters@converge360.com.