Oracle's AI agents help marketing, sales, and service leaders unlock new revenue opportunities.
Oracle is introducing new role-based AI agents within the Oracle Fusion Cloud Applications, These tools are designed to help customer experience (CX) leaders identify new revenue opportunities. Integrated into marketing, sales, and service processes, these agents utilize automation and connected data analytics to improve operational efficiency and strengthen companies' relationships with their customers.
“AI agents are transforming customer engagement from reactive, manual, and complicated processes into highly valuable and proactive strategies that allow organizations to scale quality experiences to win more business and keep customers satisfied,” said Chris Leone, Executive Vice President of Application Development at Oracle. “The new AI agents in Oracle Fusion Applications help CX leaders deliver personalized support, deepen customer loyalty, and unlock new revenue opportunities with intelligent insights and agent automation.”
Running on Oracle Cloud Infrastructure (OCI), Oracle AI agents are pre-built and natively integrated into Oracle Fusion Applications at no additional cost. Embedded into a company's existing workflows, they can help users operate faster and make better decisions. The new AI agents include:
Marketing:
- Account product suitability agentIt prioritizes customers most likely to make a purchase by identifying those most interested in buying using Ideal Customer Profile (ICP), predictive scoring, account data, and engagement signal data.
- Agent for defining a purchasing group: It personalizes strategies more effectively by persona by identifying specific product purchasing roles and industries for contacts using a title mapping algorithm.
- Model qualification agent: It targets and personalizes content more precisely, as it recommends the most suitable audience through predictive models and assesses whether existing data meets the criteria.
Sales:
- Business consultant agent: It offers subject matter expertise to close deals faster by automatically displaying specialized guidance from product and pricing overviews, solution guides, customer references, and use cases for salespeople to share with a potential client.
- Quotation Assistant Agent: It helps close more deals faster by providing quick and practical answers to your proposals, responding to negotiation-related questions to expedite quoting, and providing relevant information.
- Product recommendation agent: It identifies cross-selling and upselling opportunities by providing intelligent product recommendations for bundles or add-ons, analyzing customer history, preferences, and quote data.
- Quotation summary agent: Quickly understand the key aspects of a negotiation by producing a summary of a quote so that the seller is quickly updated on the details of the deal, history, and next steps.
- Contract consultant agent: It helps to quickly understand the contract documents by producing a summary of the obligations and other terms.
- Lead consultant agent: It quickly explains the key aspects of a lead by producing a summary of insights about leads, such as behavior, engagement, profile details, accounts, along with the best recommended actions.
Services:
- Screening agent: It improves resolution times and handles larger volumes of service requests by intelligently analyzing service requests, understanding customer issues, and prioritizing tickets by gathering information on product, category, severity, and sentiment.
- Self-service agent: It saves time and allows you to focus on higher-value issues by helping customers solve problems on their own with step-by-step guidance through websites, customer portals, or mobile apps.
- Service request creation agent: Respond to requests faster and with more context by automatically converting requests from customer chat conversations, phone call transcripts, and emails into actionable service requests.
- Service order agent: It enables faster dispatch and resolves requests on the first visit by automatically generating complete draft work orders with pre-filled attributes such as titles, notes, type, account, and contact details, so field technicians arrive with pre-validated information to quickly resolve issues.
- Service request aggregation agent: It improves productivity and speeds up resolution times by analyzing similar service requests to identify recurring problems and reduce duplicate requests.
- Scheduling forecasting agent: Proactively identifies service requests at risk of escalation by analyzing customer sentiment based on request attributes and predicting which requests are likely to be escalated.
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