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Oracle boosts customer experience with generative AI in Cloud CX platform
Wed, 20th Sep 2023

Oracle has announced the addition of generative artificial intelligence (AI) capabilities to Oracle Fusion Cloud Customer Experience (CX). Powered by Oracle Cloud Infrastructure’s (OCI) generative AI service, these enhancements are intended to improve customer service provision, increase productivity and elevate the overall customer experience by incorporating AI directly into existing Oracle Fusion Service processes.

According to Rob Tarkoff, executive vice president and general manager at Oracle Cloud CX, effective customer service and positive customer experiences are reliant on fast access to accurate information. He commented on the new capability, stating: "With the ability to summarise, author, and recommend content, generative AI has the potential to significantly enhance customer service engagements. The new capabilities in Oracle Cloud CX will help organisations resolve customer service issues quicker and more efficiently by increasing service agent and field technician productivity, optimising self-service, and automating traditional tasks that are manual and time-consuming."

The new generative AI in Oracle's Cloud CX platform respects customers' data privacy and security. Built on OCI and leveraging its best-in-class AI services, no customer data is shared with LLM providers or seen by other customers or third parties. Additionally, only the individual customer is permitted to use custom models trained on its data. Role-based security is embedded directly into Oracle Fusion Service workflows to help protect sensitive customer information and only recommends content that service agents are entitled to see.

The updated features in Oracle Fusion Service supplement existing AI capabilities and are projected to revolutionise customer service agent and stakeholder productivity by streamlining processes and automating content generation. These improvements include Assisted Agent Responses, Assisted Knowledge Articles, Search Augmentation, Customer Engagement Summaries, Assisted Guidance Authoring and Field Service Recommendations; all designed to reduce time spent on administrative tasks, and increase focus on efficient problem solving and customer care.

Aly Pinder, research vice president at IDC, noted the challenges many organisations face in customer service management: "Many organizations struggle to fill traditional customer service roles and are adding more automation, digital assistants, and self-service channels to keep up with customer expectations. With the latest updates to Oracle Cloud CX, organizations can take advantage of generative AI to rapidly solve issues and enhance the customer experience."

Oracle’s generative AI services have been designed with OCI Supercluster backbone to allow for high performance at low cost. The goal of these services is to propel AI development, attract top enterprise-focused innovators, and ultimately enhance their customer experience. An end-to-end secure system, the Oracle Cloud CX, connects data across marketing, sales, and customer service to ensure every customer interaction counts.