Oracle Fusion Cloud CX Service 25C, deployed to production environments, emphasizes AI
integration, enhanced user experiences, and operational efficiencies to improve customer
service delivery. This quarterly update builds on prior releases by advancing AI-driven
automation, refining the Redwood design system for better usability, and strengthening
integrations across the CX suite. Key innovations focus on empowering service agents with
intelligent tools while streamlining workflows for faster resolutions and higher customer
satisfaction. These enhancements align with Oracle’s broader push toward AI-augmented
service management, making it easier to handle complex service requests and personalize
interactions.
General Availability of AI Agent Studio: This is a flagship feature in 25C, providing a
platform to create, customize, and deploy AI agents directly within Fusion Applications.
In CX Service, these agents assist agents in real-time tasks like diagnosing issues,
suggesting resolutions for service requests, and automating routine inquiries. This
reduces resolution times and enhances efficiency for customer-facing teams. Users with
appropriate roles (e.g., Service Administrator) can access the studio to build agents
using natural language prompts and integrate them with service data sources.
Help Desk Enhancements for Faster Agent Productivity: Agents can now edit key
spotlight fields (e.g., priority, status, assignee) directly from the service request
overview panel, minimizing navigation and clicks. Additionally, chat and call transcripts
are handled uniformly, allowing seamless capture of conversation context to auto-
generate or update service requests. This promotes quicker handoffs and more accurate
documentation, particularly in high-volume help desk scenarios.
Continued Redwood UI Rollout and Usability Improvements: The update expands the
Redwood design system across CX Service interfaces, including service consoles,
analytics dashboards, and mobile views. This results in more intuitive navigation,
responsive layouts, and embedded analytics for better visibility into service metrics like
resolution times and customer sentiment. Drill-down capabilities from visualizations to
CX pages (e.g., from OTBI reports to specific service requests) are enhanced, enabling
proactive issue management.
Service Excellence and Performance Optimizations: Investments in stability and minor
functional tweaks across modules improve overall reliability, such as better error
handling in service request processing and optimized load times for large datasets. This
includes refined integrations with other CX components (e.g., Sales and Marketing) for
unified customer views, supporting end-to-end service journeys. Bulk actions for service
requests and knowledge base updates are also streamlined for administrators.
AI-Driven Analytics and Integrations: Leveraging Oracle Transactional Business
Intelligence (OTBI), new Redwood Analytics features allow CX Service users to create
KPI-based visualizations (e.g., service resolution trends with color-coded badges) directly
in service pages. These can drill into detailed CX records and support filters for
customized insights. This ties into AI agents for predictive service recommendations,
enhancing decision-making for managers and agents alike.
EnchantApps Oracle Cloud experts can help you with your 25C Upgrade and testing. We are here to ensure that Oracle Cloud quarterly updates do not impact your business processes. Contact us for more details.