Oracle has introduced the launch of cutting-edge AI-driven features within Oracle Fusion Cloud Services and Oracle Fusion Cloud Area Services, empowering service teams to boost productivity, gain a deeper understanding of customer needs, and deliver exceptional services more effectively.
Recent enhancements have significantly boosted buyer satisfaction by leveraging AI-powered technology to accurately identify customer needs, offer personalized recommendations, simplify the decision-making process, and ultimately drive down first-time fix rates.
According to Jeff Wartgow, Vice President at Oracle Services, “Service groups aim to deliver seamless, around-the-clock customer support that is readily available on demand; in this context, every second counts, as it directly impacts the customer’s overall experience and fosters long-term loyalty.”
“With the introduction of advanced AI-driven features, Oracle empowers organizations to deliver exceptional customer experiences by seamlessly integrating AI-powered insights, authoring, and proposal capabilities across the entire service lifecycle.”
Oracle’s Service and Oracle Area Service form part of the comprehensive Oracle Fusion Cloud Buyer Expertise (CX) suite, a cohesive set of tools designed to empower organizations to craft, manage, deliver, and cultivate enduring customer connections. By integrating advanced AI capabilities and utilising contextual insights from diverse service domains, Oracle empowers businesses to streamline the entire customer support journey, fostering seamless interactions and enhanced overall experience. New capabilities embrace:
Automated service agents assist service teams in expeditiously processing customer support inquiries, thereby reducing the time-to-resolution. The innovative AI-driven service agent leverages contextual insights and customer history to create a tailored action plan, complete with practical recommendations for service representatives.
Summary of Conversations with Prospects: Streamlines the process for service representatives to efficiently provide accurate assistance to potential customers. The innovative summary function leverages generative AI technology to accurately transcribe client conversations, generating a concise abstract that can be easily shared among various service team members or supervisors as needed.
Augmented data search for area services accelerates technician repair efficiency, enabling them to address customer issues promptly and accurately, thereby reducing the need for repeat visitations. Oracle’s Area Service now boasts a groundbreaking data search augmentation feature, harnessing the power of massive language models and semantic search technology to intelligently respond to natural language queries, leveraging authoritative sources and generative AI for insightful guidance.
“To optimise service efficiency and empower service teams to engage in more meaningful customer interactions, organizations must leverage the power of AI.”
“Oracle’s cutting-edge AI-powered services empower organizations to amplify their responsiveness, drive higher quality outcomes, and deliver exceptional customer experiences.”
