Oracle today at its CloudWorld user conference in Las Vegas introduced several artificial intelligence and generative AI-powered capabilities, supported by the Oracle Cloud Infrastructure (OCI) generative AI service, within its Fusion Cloud Customer Experience (CX) platform.
The latest AI capabilities liberate service agents from time-consuming manual tasks by unlocking relevant content, recommendations, and insights with automation and conversational interfaces.
The new generative AI capabilities in Oracle Fusion Cloud Service will help transform customer service agent and service stakeholder productivity by streamlining processes and automating content generation within a single integrated solution. Part of Oracle Fusion Cloud Service, these embedded generative AI capabilities include the following:
- Assisted Agent Responses, which helps author responses to service requests using the history of the service interaction to draft an initial response that can be reviewed and edited before sending.
- Assisted Knowledge Articles, which assists in the development of articles for emerging service issues.
- Search Augmentation, which enables service agents and end-customers to gain quick access to answers by integrating short-form responses to questions in search and chat. The new generative AI capabilities will augment results in the search bar and draft responses to questions in Oracle Digital Assistant.
- Customer Engagement Summaries, which incorporate the history of communications with the customer and with internal staff to summarize the problem, the steps undertaken so far, and next action recommendations.
- Assisted Guidance Authoring, which helps product and service experts create and update questions that guide service agents through a defined set of triage and troubleshooting steps.
- Field Service Recommendations, which can provide quick access to instructional content in the field and suggest contextually relevant content from trusted troubleshooting source material
"To create outstanding customer experiences, CX professionals and the customers they engage with need quick access to accurate information," said Rob Tarkoff, executive vice president and general manager of Oracle Cloud CX. "With the ability to summarize, author, and recommend content, generative AI has the potential to significantly enhance customer service engagements. The new capabilities in Oracle Cloud CX will help organizations resolve customer service issues quicker and more efficiently by increasing service agent and field technician productivity, optimizing self-service, and automating traditional tasks that are manual and time-consuming."