Oracle Launches Adaptive Intelligent Apps for CX



Oracle has launched Adaptive Intelligent Apps for CX, a number of artificial intelligence-based customer experience apps that empower service, marketing, sales, and commerce professionals to deliver smarter experiences across the customer lifecycle in real time.

The new Adaptive Intelligent Apps for CX blend first-party and third-party data with decision science and machine learning within the Oracle CX Cloud Suite.

Adaptive Intelligent Apps are powered by insights from the Oracle Data Cloud, a data marketplace with more than 5 billion global consumer and business IDs and more than 7.5 trillion data points collected monthly.

By applying advanced data science and machine learning to Oracle's data and an organization's own data, the Adaptive Intelligent Apps for CX can react, learn, and adapt in real time based on historical and dynamic customer data, such as click-stream and social activity and other inputs, such as weather, look-alike audiences, and Internet of Things (IoT) data. The Adaptive Intelligence Apps for CX helps deliver customized insights that improve with every customer interaction.

For customer service professionals, the AI-powered capabilities enable smarter and faster resolution of customer issues by providing the best information in the right channel at the right time. They can also deliver predictive product failure, predictive account health, and predictive recommendation capabilities to customer service professionals.

For commerce professionals, the AI-powered capabilities can deliver targeted product and content that is most relevant to the shopper's immediate context. Recommendations are based on account data, shopper third-party data, and real-time inputs.

For marketing professionals, the AI-powered capabilities can deliver the most relevant, personalized content for each individual customer, at scale.

For sales professionals, the AI-powered capabilities optimize the selling process, presenting the right offer, optimized for the individual customer, digitally or through a sales professional. Sales professionals can improve productivity by following guidance derived from opportunity analysis, account engagement, and next-best-action capabilities.

"Oracle is uniquely placed to deliver on the promise of artificial intelligence based enterprise applications and is delivering on the future of AI-driven business applications today," said Clive Swan, senior vice president of applications development for Oracle Adaptive Intelligence, in a statement. "By combining first- and third-party data with advanced machine learning and the industry's most comprehensive cloud applications suite, Oracle provides a complete package that helps eliminate the need for more integrations or other costly and time-consuming processes. This enables our customers to achieve immediate value and take a smarter approach to business transformation."

The Adaptive Intelligent Apps for CX launch accompanied a series of other innovations within the Oracle Customer Experience (CX) Cloud Suite, combining new technologies such as chatbots and artificial intelligence with enhanced mobile, video, and messaging capabilities.

Chatbot capabilities enable new customer experiences by asking and answering customer questions on both text and voice-driven platforms like Facebook Messenger and Amazon Alexa. These technologies can be used by customer service, marketing, and sales professionals.

Enhanced mobile, video, and social messaging capabilities for service professionals power next-generation customer service strategies by enabling customer service agents to interact with customers across WeChat, Facebook Messenger, and video channels. Mobile capabilities for sales professionals maximize productivity for sales reps, managers, and partners with a voice-activated, task-based, and role-based user experience. In addition, sales professionals can use Windows Surface tablets, as well as iOS and Android devices, and take advantage of full offline capabilities to create and edit sales data without a cellular or Wi-Fi connection.

"These enhancements to the Oracle CX Cloud Suite underscore our commitment to an innovation-driven approach to software development and delivery across our entire platform," said Rondy Ng, senior vice president of application development at Oracle, in a statement. "By combining new mobile, video, and messaging capabilities with the latest innovations in chatbots, artificial intelligence, and IoT, we are uniquely able to help organizations of all sizes drive innovation and business transformation. We are committed to helping organizations meet the demands of empowered customers for seamless, personalized and immediate experiences today and in the future."

Part of Oracle Applications Cloud, Oracle CX Cloud Suite includes Oracle Marketing Cloud,Oracle Sales Cloud, Oracle CPQ Cloud, Oracle Commerce Cloud, Oracle Service Cloud, and Oracle Social Cloud.

Oracle this week also launched Oracle Content and Experience Cloud, a digital experience platform that enables organizations to manage and deliver content to any digital channel.

"Organizations are faced with a deluge of content," said David Le Strat, senior director of product management at Oracle, in a statement. "Oracle Content and Experience Cloud helps organizations develop, use, and distribute content in a meaningful way to deliver contextualized experiences, improve customer loyalty, and create brand advocates.:;

Part of the Oracle Cloud Platform, Oracle Content and Experience Cloud delivers a single cloud-native platform for content production, management, and delivery across all lines of business. It provides unique capabilities to support a variety of business needs, from employee and customer engagement, to sales enablement, and business development.

Oracle Content and Experience Cloud integrates with the Oracle Customer Experience Cloud Suite and a number of Oracle Cloud Platform services, including Oracle Process Cloud, Oracle Mobile Cloud, and Oracle Integration Cloud.