Oracle launches AI-driven features to boost customer services

Oracle has announced the release of new AI-enhanced features within Oracle Fusion Cloud Service and Oracle Fusion Cloud Field Service, aimed at assisting businesses in improving customer experiences across their service lifecycle.

According to the company, the new capabilities are designed to enhance service teams' efficiency by automatically recognising customer issues and providing action recommendations to compress resolution times and streamline the service process. These updates are expected to positively impact customer satisfaction by improving first-time fix rates.

Jeff Wartgow, Vice President, Oracle Service, said, "Service teams are expected to deliver consistent, on-demand, around-the-clock customer care and in this environment, every second of time saved helps improve the experience and build loyalty.

"With these new capabilities, Oracle is adding AI-powered insights, authoring, and recommendations across the service lifecycle to help organisations more efficiently deliver service that elevates the entire customer experience," he said.

Oracle Service and Oracle Field Service form part of Oracle Fusion Cloud Customer Experience (CX), a connected suite of applications facilitating the creation, management, and nurturing of customer relationships. These services are built with embedded AI and utilise contextual service data to help automate the full customer service lifecycle.

Key features include an automated service agent which assists service teams in quickly understanding customer service requests and reducing resolution time.

The automated service agent can evaluate service tasks using the context and history of customer interactions to offer a formulated actionable plan and recommended steps for service representatives.

Another feature is the call and chat summarisation, which aids representatives in saving time and improving assistance accuracy. This summarisation function transcribes customer conversations using generative AI to produce shareable call summaries for team members or supervisors.

The Field Service knowledge search augmentation assists technicians in swifter and more precise issue resolution, diminishing the necessity for repeat visits. Utilising large language models and semantic search capabilities, this feature comprehends natural language inquiries to provide guidance through pertinent articles and resources.

Aly Pinder, Research Vice President at IDC, expressed, "To improve service efficiency and allow service teams to focus on creating more meaningful customer interactions, it's important for organisations to lean into AI.

"Oracle's new AI-powered service capabilities will help organisations increase responsiveness, quality, and the overall customer experience," Pinder said.

Oracle Cloud CX, a part of the Oracle Fusion Cloud Applications Suite, enables organisations to connect data and workflows from marketing, sales, and service to enhance each customer interaction.