Oracle Service and Oracle Field Service are part of Oracle Fusion Cloud Customer Experience (CX), a suite of interconnected applications that enables businesses to develop, manage and maintain lasting relationships with their customers. Through its built-in AI and use of contextual data, Oracle helps automate the entire customer service lifecycle. New features introduced include an Automated Agent, which enables service teams to quickly understand customer inquiries and reduce resolution times. For example, the AI-powered agent analyzes tasks based on context and customer history, then suggests an action plan with next steps for service representatives to take.
Generative AI at the heart of customer CX
Call and Chat Summary helps technical representatives save time while improving the accuracy of their support. Using generative AI, the system transcribes conversations with customers and generates an accurate summary of the call, which can be shared with other team members or supervisors. Finally, improved knowledge search for field service is a feature to resolve customer issues faster and more accurately, thereby reducing the number of interventions. Leveraging large language models and semantic search capabilities, this feature understands natural language queries and uses generative AI to provide advice from articles or other resources.
Today, the market for AI technologies applied to customer relationship management is booming. According to a study by Grand View Research, the global customer relationship AI software market is expected to grow at a compound annual growth rate of 24.6% between 2022 and 2030, with massive investments by businesses to automate their processes and improve customer engagement.
In this context, AI plays a crucial role by enabling proactive relationship management, personalization of interactions and faster problem resolution. Companies like Salesforce, SAP and Microsoft have made AI a pillar of their customer experience solutions, with offerings such as Einstein at Salesforce, Embrace at SAP or Azure AI modules at Microsoft. However, Oracle has some competitive advantages, such as deep integration of contextual data and end-to-end automation processes. The automated service agent, for example, compiles customer history and contextual data to recommend specific actions. This provides finer personalization and deeper automation of the customer service lifecycle.
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