New AI-powered capabilities increase service efficiency, reduce resolution time and improve customer experience
Oracle has announced new AI-powered capabilities in Oracle Fusion Cloud Service and in Oracle Fusion Cloud Field Service that help service teams increase productivity, better understand customer issues, and serve them more effectively. The latest updates improve customer satisfaction by automatically identifying customer issues, recommending actions, streamlining resolution, and improving first-time fix rates.
“Service teams are expected to deliver consistent, on-demand, and uninterrupted customer service, and in this environment, every second of time saved helps improve the experience and increase loyalty,” said Jeff Wartgow, vice president, Oracle Service. “With these new capabilities, Oracle is adding AI-powered insights, authoring and recommendations across the service lifecycle to help organizations more efficiently deliver services that elevate the entire customer experience.”
Oracle Service and Oracle Field Service are a part of the Oracle Fusion Cloud Customer Experience (CX), a connected suite of applications that helps organizations create, manage, serve, and nurture lasting customer relationships. Built with embedded AI and leveraging contextual service data, Oracle helps organizations automate the entire customer service lifecycle. New capabilities include:
- Automated Service Agent: Helps service teams quickly understand customer service requests and reduce resolution time. For example, the new AI-powered automated service agent can analyze service-related tasks based on relevant context and customer history, then develop and deliver an action plan with recommended next steps for service reps.
- Call and Chat Summary: Helps service reps save time and increase accuracy when assisting customers. The new summary feature uses generative AI to transcribe the conversation with the customer and produce an accurate summary of the call that can be shared with other service team members or supervisors as needed.
- Increased Field Service Knowledge Research: help Help field service technicians resolve customer issues faster and more accurately to reduce the number of visits. Oracle Field Service’s new Knowledge Search Augmentation feature uses large language models (LLMs) and semantic search capabilities that understand natural language queries and use generative AI to provide guidance using articles and other resources.
“To improve service efficiency and enable service teams to focus on creating more meaningful interactions with customers, it is important for organizations to embrace AI,” said Aly Pinder, research vice president at IDC. “Oracle’s new AI-powered service capabilities will help organizations increase responsiveness, quality and overall customer experience.”
Part of the Oracle Fusion Cloud Applications Suite, the Oracle Cloud CX Oracle Cloud CX helps organizations connect marketing, sales, and service data and workflows to make every customer interaction more meaningful. To learn how Oracle Cloud CX can help your organization improve the customer experience and build brand loyalty, visit: oracle.com/cx
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