Oracle AI Agents Enhance Customer Experience

Oracle announced the addition of new role-specific AI agents within Oracle Fusion Cloud Applications to help deliver intelligent customer experiences (CX) at scale. Built with Oracle AI Agent Studio for Fusion Applications, the new AI agents are embedded in marketing, sales, and service processes to help CX leaders improve productivity and enhance business performance by analyzing integrated data, automating operations, and providing predictive insights.

“Businesses are transforming reactive sales, marketing, and service processes into proactive, intelligent workflows that deliver great customer experiences at scale and drive revenue growth,” said Chris Leone, executive vice president, Applications Development, Oracle. “The new AI agents in Oracle Fusion Applications help companies improve customer relationships and lifetime value by delivering customer experiences driven by integrated data from across business processes.”

Oracle AI agents running on Oracle Cloud Infrastructure are pre-built and natively integrated into Oracle Fusion Applications at no additional cost. They fit into existing business workflows to help users work faster and make better decisions. New AI agents in Oracle Fusion Cloud Customer Experience (CX), part of Oracle Fusion Applications, include:

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Marketing

Program Planning Agent: Helps marketers plan, launch, and optimize cross-sell and up-sell programs. This agent defines campaign goals, target audiences, and core narratives.
Program Overview Agent: Helps ensure clarity and alignment across product, marketing, and sales teams for more effective campaign execution. Generates a concise summary of campaign objectives, target audiences, key messages, content requirements, and recommended actions, automating planning alignment.
Program Orchestration Agent: Streamlines the translation of campaign narratives and initiatives into marketing materials. Analyzes campaign summaries and translates them into actionable initiatives and tangible deliverables.
Buying Group Agent: Helps marketers target buying groups more effectively by creating buying group segments, recommending who to target and why, and identifying accounts with a high likelihood of purchasing.
Customer Insights Agent: Helps you understand your customers better. Analyzes account data to refine each engagement based on real signals like billing status, renewal due date, and service interaction history.
Audience Analysis Agent: Focus resources on high-potential opportunities to maximize ROI. Evaluates persona coverage, engagement levels, and buying stage analysis to recommend optimal investment strategies and automate audience segmentation.
Copywriting Agent: Streamline campaign execution by reducing manual work, shortening campaign timelines, and ensuring consistent messaging. Automate and generate draft copy for emails, landing pages, and web assets aligned with brand guidelines and marketing goals.
Image Selection Agent: Helps you improve asset selection accuracy and ensure alignment with brand and campaign objectives. Recommends the best images for your campaign based on pre-approved assets, strategy objectives, and design standards.

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Sales

Contact Insights Agent: Helps you prioritize your outreach and build stronger relationships. Simplify research and planning with actionable insights into contact information, their connections, and their importance within your account.
Quote Creation Agent: Accelerate quote creation by analyzing inputs such as emails, drawings, and specified requirements, selecting product models or configurations, and capturing customer information with the appropriate pricing templates.
Renewal Agent: Be more proactive with renewals and reduce manual work. Monitor and analyze contract health and margin risk, provide alerts and recommendations, and create renewal briefs that include usage trends, profitability insights, product dependencies, and upsell recommendations.
My Territory Agents: Help you understand the risks and growth opportunities in your territory. Presents potential risks, growth opportunities, and performance anomalies across your accounts, summarizing changes since your last check.

Service

Start-of-Day Agent: Help field technicians improve first-time fix rates by generating a personalized summary of their daily assignments, helping them focus on important tasks.
Work Order Scheduling Agent: Streamline field service work order scheduling, reducing delays and helping deliver service on time. Schedule work orders based on customer availability, technician qualifications, and parts availability.
Customer Self-Service Agent: Help customers get quick answers to their inquiries and requests by providing instant answers to customer questions, creating and tracking service cases, and escalating them to a live agent.
Attachment Processing Agent: Streamline triage and resolution of customer requests by extracting and summarizing relevant data from attachments to enrich service request decision-making and speed resolution.

In addition to the new AI agents built into Oracle Fusion Applications, customers and partners can also create and manage their own AI agents using AI Agent Studio for Fusion Applications, a comprehensive platform for building, testing, and deploying AI agents and agent teams across the enterprise.

SOURCE: PRTimes