Oracle AI for Customer Experience (CX)

Oracle AI for CX is a collection of traditional and generative AI capabilities that help marketing, sales, and service teams enhance operational efficiency and revolutionize how they connect with their customers. Optimize your engagement strategies, anticipate customer needs, and deliver personalized support while allowing technology to perform low-value tasks—freeing your teams to focus on growing your business and delighting your customers.

How Generative AI Will Change Customer Experiences Forever

Join Rob Tarkoff, EVP and GM of Oracle Customer Experience, to explore how sales, marketing, and service teams can leverage generative AI to help automate, optimize, and monetize customer relationships.

Explore AI capabilities for Customer Experience

Predictive lead and account scoring

Improve sales and marketing alignment by using machine learning to predict which leads and accounts are most likely to engage and convert.

Actionable recommendations

Improve marketing effectiveness and grow revenue with AI-driven next best action, content sharing, sales offer, and product purchase recommendations.

Email subject line and send time optimization

Achieve optimal open rates for a given email campaign by suggesting the most relevant subject lines and send times specific to each contact.

Fatigue analysis

Avoid customer disengagement with insights into the health of your contact database that help you adjust send frequency, messaging, or segmentation strategy.


Lead conversion and opportunity win probability

Give sales reps at-a-glance insight into their best leads and opportunities with predictive scoring and win probabilities. Similarly, bring into focus deals that are falling behind or need attention.

Activity effectiveness

Quickly identify which leads and contacts are most engaged with your business and tailor your next communication or engagement based on their status.

Actionable recommendations

Improve sales productivity and meet revenue targets with AI-generated recommendations including contacts to add to an opportunity, additional products to sell, and look-a-like accounts to target.

Pricing optimization

Use AI-recommended pricing and discounts to strike a balance between achieving the most revenue with the highest likelihood to close.


Digital assistant as an agent

Deflect common customer inquiries by letting AI-powered conversational bots help provide support, answer questions, capture details, and resolve issues without human interaction.

Service request responses

AI-generated email responses to service inquiries help improve service agent productivity and consistency while accelerating response times and time to resolution.

Service request routing and linking

Automatically classify inbound service requests by product, severity, or any criteria and route to the service agent best equipped to resolve the issue. Surface and link similar service requests to help agents quickly diagnose and troubleshoot customer problems.

Service request summarization

Generative AI creates concise, accurate summaries of service request details help service agents quickly come up to speed on customer issues—especially valuable in complex or long running service engagements.

Anomaly detection

Monitor products or equipment remotely via Internet of Things telemetry to proactively address issues before they happen, trigger self-healing routines, and schedule service activities to minimize disruption.

Field service routing optimization

Predictive AI and machine learning uses individual performance pattern data to optimize field service scheduling and helps service teams maximize resource efficiency at scale and get more jobs completed per day.


Why Oracle AI for CX?

  • Automate time consuming, low-value tasks

    Reduce the amount of routine, non-strategic work your CX professionals spend time on every day—such as authoring email copy, summarizing sales calls, or combing through service request histories—and help them focus on higher value, more impactful projects.

  • Security, privacy, and performance with no compromises

    Because the AI services embedded in Oracle Fusion Applications leverage ultra high-performing Oracle Cloud Infrastructure, your sensitive business data is never shared with other infrastructure or large language model providers.

  • A user experience built for AI

    Oracle’s Redwood design system is all about providing and prescribing the path to take action. With a dynamically composable UX that has baked-in conversational elements, cross-enterprise business objects, and the ability to drive real automation, it’s a perfect fit for marketing, sales, and service professionals looking to harness classic and generative AI capabilities.

  • AI that’s ready for your business

    Adopting AI capabilities across your marketing, sales, and service teams shouldn’t require massive disruption to your day-to-day operations. Since these capabilities are built-in, simply determine which features your teams are ready to use and turn them on as you go. No need to invest heavily in training your teams or tuning new models.

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Disclaimer: The preceding is intended to outline our general product direction. It is intended for information purposes only and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality and should not be relied upon in making purchasing decisions. The development, release, timing, and pricing of any features or functionality described for Oracle’s products may change and remains at the sole discretion of Oracle Corporation.