New AI-powered capabilities in Oracle Fusion Cloud Service and Oracle Fusion Cloud Field Service promise to automate around-the-clock customer care.

Aiming to deliver end-to-end service automation, Oracle unveiled new agentic AI capabilities for Oracle Fusion Cloud Service and Oracle Fusion Field Service. Oracle said the new AI-driven workflows will help service teams increase service efficiency, reduce time-to-resolution, and improve customer experience.

Oracle is taking a multi-phase approach to delivering end-to-end automation for service. The first phase leveraged generative AI and conversational AI to power chatbots and help them retrieve information from the knowledge base. The second phase enhances the ability of automated agents to assist human service agents, streamlining processes and reducing friction—gathering and summarizing information before handing it off to a human agent.

“When you’re looking at automating the complete service process, it’s more than just looking at the customer engagement and having thousands of agents around customer engagement,”.

Oracle Service and Oracle Field Service fall under the umbrella of Oracle Fusion Cloud Customer Experience (CX), a connected suite of applications that support organizations in creating, managing, and serving customer relationships.

The new capabilities announced include:

  • Automated service agent: This capability is intended to help service teams more quickly understand customer service requests and reduce time-to-resolution. The agent can review service-related tasks based on relevant context and customer history to deliver an actionable plan with recommended next steps for service reps.
  • Call and chat summarization: This capability uses gen AI to transcribe customer conversations and produce an accurate summary that can be shared with other service team members or supervisors.
  • Field service knowledge search augmentation: This capability for Oracle Field Service uses LLMs and semantic search capabilities to provide field service agents guidance using knowledge-based articles and other resources.

Enchant Apps has a team of Oracle Cloud experts across all modules. If you are interested in learning more or have a project that requires Oracle Cloud expertise, feel free to contact us!

Oracle adds agentic AI to Fusion Cloud CX

Leave a Reply

Your email address will not be published. Required fields are marked *