Oracle announced new AI-powered customer experience apps that empower commerce, marketing, sales and service professionals to deliver smarter experiences across the customer lifecycle in real time. The new Adaptive Intelligent Apps for CX uniquely blend first-party and third-party data with sophisticated decision science and machine learning to deliver the most powerful AI-powered customer experience solutions in the industry. Adaptive Intelligent Apps for CX are designed to help improve existing commerce, marketing, sales and customer service applications within the Oracle CX Cloud Suite.
Adaptive Intelligent Apps are powered by the findings of Oracle Data Cloud, which is the world's largest data marketplace with a collection of over 5 billion global consumer and business Ids and over 7.5 trillion pieces of data collected monthly. By applying advanced data science and machine learning to Oracle's web-scale data and the organization's own data, the new Adaptive Intelligent Apps for CX have an unprecedented ability to react, learn and adapt in real time based on historical data and customer dynamics, such as clickstream and social activity, as well as information such as weather data, likely audiences, and the Internet of Things (IoT). The new Adaptive Intelligence Apps for CX help deliver personalized insights to improve every customer interaction and includes innovative apps designed for consumers and B2B professionals. See how innovations benefit different professionals:
• Trade Professionals: New AI-powered capabilities help transform static journeys into intelligent ones by delivering targeted products and content more relevant to the buyer's immediate context. Recommendations utilize account data, third-party shopper data, and real-time information to optimize results and create superior customer experiences for both first-time and established shoppers. This drives repeat visits, loyalty and ultimately revenue.
• Marketing Professionals: New AI-powered capabilities help enable smarter multi-channel experiences by delivering more relevant and personalized content to each customer, at scale. By personalizing real-time engagements across all channels, new AI capabilities help empower marketers to capture attention, drive engagement and improve conversion.
• Customer Service Professionals: New AI-powered capabilities help enable smarter and faster resolution of customer issues by providing better information in the right channel at the right time. By providing predictive capabilities to prevent product failure, predictive account health, and predictive recommendations for customer service professionals, they can receive connected service experiences that improve customer loyalty and advocacy.
• Sales Professionals: New AI-powered capabilities help enable smarter sales experiences by streamlining the sales process for sales teams and customers. For customers, the buying process becomes easier and more seamless as the right offer, optimized for the individual customer, is presented digitally or through the sales professional. Sales professionals can improve productivity by following the guidance provided by opportunity analysis, as well as using account management and best next action capabilities to accelerate and close more deals.
“By combining proprietary and third-party data with advanced machine learning and the industry's most comprehensive cloud applications, Oracle provides a complete package that helps eliminate the need for more integrations or other time- and resource-consuming processes. This allows our customers to realize immediate value and take a smarter approach to business transformation,” said Clive Swan, senior vice president of Application Development, Oracle Adaptive Intelligence.
Part of Oracle Applications Cloud, Oracle CX Cloud Suite enables organizations to take a smarter approach to customer experience management and business transformation initiatives. By providing a trusted business platform that connects data, experiences and results, Oracle CX Cloud Suite helps customers reduce IT complexity, deliver innovative customer experiences and achieve predictable and tangible business results.
Oracle CX Cloud Suite includes Oracle Marketing Cloud, Oracle Sales Cloud, Oracle CPQ Cloud, Oracle Commerce Cloud, Oracle Service Cloud and Oracle Social Cloud.
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