Oracle introduces new AI-driven workflows to automate customer service lifecycle

Oracle has unveiled new AI-powered capabilities within Oracle Fusion Cloud Service and Oracle Fusion Cloud Field Service that help service teams increase productivity, better understand customer issues, and serve their customers more effectively.

The latest updates improve customer satisfaction by automatically identifying customer issues, recommending actions, streamlining resolution, and improving first-time fix rates.

Jeff Wartgow, VP, 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.”

Oracle Service and Oracle Field Service are a part of Oracle Fusion Cloud Customer Experience (CX), a connected suite of applications that helps organisations create, manage, serve, and nurture lasting customer relationships. Built with embedded AI and leveraging contextual service data, Oracle helps organisations automate the full customer service lifecycle. New capabilities include:

Automated service agent: Helps service teams quickly understand customer service requests and reduce time-to-resolution. For example, the new AI-powered automated service agent can review service-related tasks based on relevant context and customer history to then develop and deliver an actionable plan with recommended next steps for service representatives.

Call and chat summarisation: Helps service representatives save time and improve accuracy when assisting customers. The new summarisation capability uses generative AI to transcribe the customer conversation and produce an accurate summary of the call that can be shared with other service team members or supervisors as needed.

Field service knowledge search augmentation: Helps field service technicians fix customer issues faster and more accurately to reduce the need for repeat visits. The new Oracle Field Service 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.

Aly Pinder, research vice president, IDC, said: “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.”

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Tags: AI, customer service, ORacle