{"id":80965,"date":"2024-10-24T08:48:09","date_gmt":"2024-10-24T11:48:09","guid":{"rendered":"https:\/\/abes.org.br\/?p=80965"},"modified":"2024-10-21T18:18:11","modified_gmt":"2024-10-21T21:18:11","slug":"oracle-introduz-ia-para-automatizar-o-atendimento-ao-cliente","status":"publish","type":"post","link":"https:\/\/abes.org.br\/en\/oracle-introduz-ia-para-automatizar-o-atendimento-ao-cliente\/","title":{"rendered":"Oracle introduces AI to automate customer service"},"content":{"rendered":"<p><em>New AI-powered capabilities increase service efficiency, reduce resolution time and improve customer experience<\/em><\/p>\n<p>Oracle has announced new AI-powered capabilities in\u00a0<a href=\"https:\/\/www.oracle.com\/cx\/service\/\">Oracle Fusion Cloud Service<\/a>\u00a0and in\u00a0<a href=\"https:\/\/www.oracle.com\/cx\/service\/field-service-management\/\">Oracle Fusion Cloud Field Service<\/a>\u00a0that 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.<\/p>\n<p>\u201cService 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,\u201d said Jeff Wartgow, vice president, Oracle Service. \u201cWith 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.\u201d<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-80966 size-medium alignleft\" src=\"https:\/\/abes.org.br\/wp-content\/uploads\/2024\/10\/Atendimento-ao-cliente-I-300x169.png\" alt=\"\" width=\"300\" height=\"169\" \/>Oracle Service and Oracle Field Service are a part of the\u00a0<a href=\"https:\/\/www.oracle.com\/cx\/\">Oracle Fusion Cloud Customer Experience (CX)<\/a>, 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:<\/p>\n<ul type=\"disc\">\n<li class=\"x_MsoNormal\"><strong><span data-olk-copy-source=\"MessageBody\">Automated Service Agent<\/span><\/strong>: 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.<\/li>\n<li class=\"x_MsoNormal\"><strong>Call and Chat Summary<\/strong>: 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.<\/li>\n<li class=\"x_MsoNormal\"><strong>Increased Field Service Knowledge Research:\u00a0<\/strong>help<strong>\u00a0<\/strong>\u00a0Help field service technicians resolve customer issues faster and more accurately to reduce the number of visits. Oracle Field Service\u2019s 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.<\/li>\n<\/ul>\n<p>\u201cTo improve service efficiency and enable service teams to focus on creating more meaningful interactions with customers, it is important for organizations to embrace AI,\u201d said Aly Pinder, research vice president at IDC. \u201cOracle\u2019s new AI-powered service capabilities will help organizations increase responsiveness, quality and overall customer experience.\u201d<\/p>\n<p>Part of the Oracle Fusion Cloud Applications Suite, the <a href=\"https:\/\/www.oracle.com\/cx\/\">Oracle Cloud CX<\/a> 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: <a href=\"https:\/\/www.oracle.com\/cx\/\">oracle.com\/cx<\/a><\/p>\n<p><strong>About Oracle<\/strong><\/p>\n<p>Oracle offers integrated application suites and a secure, autonomous framework on the Oracle Cloud. For more information about Oracle (NYSE: ORCL), visit\u00a0<a href=\"https:\/\/www.oracle.com\/\">www.oracle.com<\/a>.<\/p>\n<p><strong>Trademarks<\/strong><\/p>\n<p>Oracle, Java, MySQL, and NetSuite are registered trademarks of Oracle Corporation. NetSuite was the first cloud company, ushering in the new era of cloud computing.<\/p>\n<p>&nbsp;<\/p>","protected":false},"excerpt":{"rendered":"<p>Os novos recursos baseados em IA aumentam a efici\u00eancia do servi\u00e7o, reduzem o tempo de resolu\u00e7\u00e3o e melhoram a experi\u00eancia do cliente A\u00a0Oracle anunciou novos recursos com tecnologia de IA no\u00a0Oracle Fusion Cloud Service\u00a0e no\u00a0Oracle Fusion Cloud Field Service\u00a0que ajudam as equipes de servi\u00e7o a aumentar a produtividade, entender melhor os problemas dos clientes e [&hellip;]<\/p>\n","protected":false},"author":12,"featured_media":80967,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[39,19],"tags":[3192,178,50,4488],"class_list":["post-80965","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-coluna-4","category-ultimas-noticias","tag-automatizacao-de-processos","tag-experiencia-do-cliente","tag-inteligencia-artificial","tag-tecnologia-de-ia"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - 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