The Oracle AI in Fusion Cloud Customer Experience (CX) is designed for Business Users, Implementers, and New Users and allows you to explore the range of AI-driven features designed to impact business efficiency and familiarize yourself with the Advanced Intelligence Cloud Service features in Fusion Sales, Fusion Service, Field Service, Fusion Knowledge, Intelligent Advisor, Responsys, and Eloqua.
Oracle AI for CX is a collection of traditional and generative AI capabilities that help marketing, sales, and service teams enhance operational efficiency and revolutionize how they connect with their customers. Optimize your engagement strategies, anticipate customer needs, and deliver personalized support while allowing technology to perform low-value tasks—freeing your teams to focus on growing your business and delighting your customers.
Explore AI capabilities for Customer Experience
Marketing :
- Predictive lead and account scoring
Improve sales and marketing alignment by using machine learning to predict which leads and accounts are most likely to engage and convert.
- Actionable recommendations
Improve marketing effectiveness and grow revenue with AI-driven next-best action, content sharing, sales offers, and product purchase recommendations.
- SMS message authoring
Quickly author short-form content and SMS text messages to deliver more personalized, relevant, and engaging communications to your customers at scale, ultimately driving improved customer satisfaction, retention, and revenue growth.
- Email and landing page authoring
Accelerate and optimize marketing campaign asset creation with the help of generative AI to save time, increase engagement, and drive conversions.
- Email the subject line and send time optimization
Achieve optimal open rates for a given email campaign by suggesting the most relevant subject lines and sending times specific to each contact.
- Fatigue analysis
Avoid customer disengagement with insights into the health of your contact database that help you adjust send frequency, messaging, or segmentation strategy.
Sales:
- Lead conversion and opportunity win probability
Give sales reps at-a-glance insight into their best leads and opportunities with predictive scoring and win probabilities. Similarly, bring into focus deals that are falling behind or need attention.
- Activity effectiveness
Quickly identify which leads and contacts are most engaged with your business and tailor your next communication or engagement based on their status.
- Actionable recommendations
Improve sales productivity and meet revenue targets with AI-generated recommendations including contacts to add to an opportunity, additional products to sell, and look-a-like accounts to target.
- Pricing optimization
Use AI-recommended pricing and discounts to strike a balance between achieving the most revenue with the highest likelihood of closing.
- Win-story authoring
Aid sellers in future deals by automatically creating sales opportunity win stories that provide concrete evidence of the value, reliability, and effectiveness of product offerings.
- Digital assistant as an agent
Deflect common customer inquiries by letting AI-powered conversational bots help provide support, answer questions, capture details, and resolve issues without human interaction.
Service
- Service request responses
AI-generated email responses to service inquiries help improve service agent productivity and consistency while accelerating response times and time to resolution.
- Service request routing and linking
Automatically classify inbound service requests by product, severity, or any criteria and route to the service agent best equipped to resolve the issue. Surface and link similar service requests to help agents quickly diagnose and troubleshoot customer problems.
- Service request summarization
Generative AI creates concise, accurate summaries of service request details to help service agents quickly come up to speed on customer issues—especially valuable in complex or long-running service engagements.
- Field service routing optimization
Predictive AI and machine learning use individual performance pattern data to optimize field service scheduling and help service teams maximize resource efficiency at scale and get more jobs completed per day.
- Field technician job recommendations
Improve technician productivity and optimize self-scheduling by surfacing AI-generated work activity recommendations to mobile workers.
- Knowledge article authoring
Accelerate and optimize the creation of knowledge articles while improving service request resolution speed, consistency, and customer experience.
- Interview authoring
Quickly build out complex question-and-answer logic that adheres to business rules and regulatory requirements to improve customer onboarding, service issue identification, warranty claim processing, and other assisted and self-service engagements.
Enchant Apps has a team of Oracle Cloud experts across all modules. If you are interested in learning more or have a project where you need Oracle cloud expertise, feel free to contact us!