Headings:
- Oracle’s Leap into Generative AI
- Enhancing Customer Service with AI
- Boosting Revenue with AI-Driven Insights
- Beyond AI: Data Platforms and Employee Recognition
- Conclusion: The Future is Now
1. Oracle’s Leap into Generative AI
Ever wondered how the future of customer service, marketing, and sales might look? Well, Oracle Corp. has given us a glimpse. The tech giant has embraced the power of generative artificial intelligence, unveiling a plethora of new capabilities aimed at supercharging productivity in these domains. Announced at the CloudWorld event in Las Vegas, these features are seamlessly integrated into the Oracle Fusion Cloud Customer Experience platform. But what does this mean for businesses and their customers? Let’s dive in.
2. Enhancing Customer Service with AI
A New Era of Customer Service
Imagine a world where customer service professionals have instant access to accurate client information. Sounds like a dream, right? Rob Tarkoff, the executive vice president and general manager of Oracle Cloud CX, believes that generative AI can make this dream a reality. By summarizing, authoring, and recommending content, AI can elevate customer service engagements to unprecedented levels.
Instant Responses and Knowledge Generation
Generative AI within Oracle Fusion Cloud CX offers assisted agent responses, enabling reps to provide immediate answers based on a client’s past interactions. But that’s not all. The system also generates fresh content for emerging service issues, laying down standard operating procedures for recurrent problems.
Search Augmentation and Customer Engagement Summaries
Time is of the essence in customer service. The new search augmentation capabilities empower agents to swiftly navigate knowledge bases. Additionally, customer engagement summaries provide a snapshot of each customer’s interaction history, allowing agents to pinpoint the crux of a request or issue rapidly.
Guided Solutions with Generative AI Authoring
When it comes to resolving issues, generative AI plays a pivotal role. It aids product and service experts in crafting step-by-step guidance, ensuring agents have a consistent roadmap to follow. For instance, assisted authoring can guide a tech company’s service administrator in capturing a standard procedure that front-line reps must adhere to before escalating an issue.
3. Boosting Revenue with AI-Driven Insights
Liberating the Workforce
Generative AI isn’t just about aiding customers. It’s also about unlocking growth opportunities. Oracle Fusion Cloud CX’s new capabilities aim to free marketers, sellers, and service agents from tedious manual tasks, unveiling the most pertinent content, recommendations, and insights in real-time.
Guided Campaigns: A Game-Changer
Introducing Guided Campaigns, a feature that promises “conversation-ready opportunities” in mere minutes. How? By guiding marketing professionals through a streamlined process to launch personalized campaigns that automatically qualify leads. These leads are then handed over to sellers, ready to be pitched at the optimal moment.
AI-Powered Account Linking and Intelligent Sales Orchestration
Visibility is crucial in sales. AI-Powered Account Linking offers sellers a comprehensive view of customer accounts, paving the way for quicker renewals, upsell opportunities, and deal closures. Moreover, Oracle Cloud CX’s B2B Customer Data Platform simplifies B2B sales, with enriched data and intent signals enhancing sales campaign targeting. The cherry on top? New Intelligent Sales Orchestration tools that furnish AI-generated insights and recommendations, especially in intricate sales scenarios.
4. Beyond AI: Data Platforms and Employee Recognition
Fusion Data Intelligence Platform
Oracle’s announcements weren’t solely about AI. They introduced the Fusion Data Intelligence Platform within Oracle Fusion Cloud, an evolution of the Oracle Fusion Analytics Warehouse product. This platform promises business data-as-a-service, complete with automated data pipelines and rich AI analytics.
Oracle Celebrate: Recognizing and Rewarding Employees
In the realm of employee experience, Oracle unveiled Oracle Celebrate within the Oracle Human Capital Management offering. It’s a platform where employees and leaders can acknowledge their peers, creating meaningful notes of recognition. From employee of the month nominations to earning redeemable points for acknowledgments, Oracle Celebrate aims to boost performance and retention.
Conclusion: The Future is Now
Oracle’s foray into generative AI and its enhancements in data platforms and employee recognition signify a paradigm shift in how businesses operate. It’s not just about technology; it’s about enhancing experiences, driving efficiency, and unlocking growth. So, what’s your next move?
Source
- Wheatley, M. (2023, SEPT. 19). Oracle taps generative AI to improve customer services and boost marketing and sales. SiliconAngle. Retrieved from https://siliconangle.com/2023/09/19/oracle-taps-generative-ai-improve-customer-services-boost-marketing-sales/
