Oracle adds AI capabilities to its Fusion Cloud CX

Oracle is adding more AI capabilities to its Fusion Cloud CX that provides software for sales, marketing, and service teams across an enterprise, the company announced on Thursday.

The new capabilities, based on the company’s OCI Generative AI service, include generative AI-assisted answer generation, assisted scheduling for field service, opportunity quality scoring, and seller engagement recommendations.

The generative AI-assisted answer-generation capability is designed to ease the workload of service teams by generating contextually aware responses to customer questions.

Additionally, it can improve customer response times and free up service agents to deal with complex customer issues or scenarios, the company said.

The assisted scheduling for field service, released as part of this update, is designed to help field service technicians optimize their schedules by automatically recommending relevant jobs or tasks based on availability, location, skills, and billing status.

Capabilities for marketing and sales teams

Also released as part of this update is the capability to rate opportunities, named opportunity qualification scoring.

According to Oracle, this capability will help marketing, and sales teams find the right members of B2B buying groups for marketing activation and direct sales engagement.

“The new AI scoring capabilities within Oracle Unity CDP enable enterprises to grow account-based revenue and generate more B2B deals by helping identify the right contacts at target accounts and improving opportunity qualification,” the company said.

In May 2022, Oracle integrated its Customer Data Platform into its service software inside Cloud CX.

The latest update includes another capability, named seller engagement recommendations, that aims to help sales teams by increasing buyer engagement and accelerating purchase decisions.

“The new AI capabilities within Oracle Sales enable sellers to generate more deals by delivering highly-targeted recommendations on specific products to offer, insights on the buyers’ role and engagement level, and additional contacts for key opportunities,” the company explained.

Oracle competes with several companies including Salesforce, SAP, ServiceNow, Tealium, Twilio, Adobe, and ActionIQ in the customer relationship management (CRM) market.

Salesforce, SAP, and ServiceNow have been adding AI and generative AI capabilities to their sales, marketing, and service software offerings to help enterprises increase efficiency and productivity.

Last year in July, Salesforce updated its Commerce Cloud with digital commerce capabilities. This was followed by the company adding contact center updates to its Service Cloud in March this year.

ServiceNow has been slowly adding AI and generative AI capabilities to its service offerings since its Vancouver release in September last year. It later added other capabilities to its Washington DC release this year.

SAP, too, since last year has been working on adding its generative AI assistant, Joule, to all its applications.  

At its annual CloudWorld conference last year, Oracle showcased generative AI capabilities planned for its Fusion Cloud suites, including Cloud ERP and SCM. The announcement came just months after Oracle partnered with large language model provider Cohere and unveiled its strategic plan for infusing generative AI features into its products.