1. Fusion Applications
  2. Customer Experience

Oracle AI for Customer Experience (CX)

AI that doesn’t stop at CRM. Put the full expertise of your business behind every customer decision. Oracle AI for CX brings customer, financial, supply chain, product, asset, workforce, and service intelligence together so AI agents can move from recommending the next action to helping the business deliver the best customer outcomes.

Explore AI capabilities for customer experience

Turn customer signals into coordinated growth action with AI agents

Have AI agent teams surface expansion opportunities and renewal risk, prioritize the accounts that need attention, and coordinate marketing and sales actions to help drive cross-sell, upsell, retention, and renewal outcomes.

Know which customers and buying groups are ready to engage with AI

Use AI and enterprise context to identify high-potential accounts, understand the buying group behind each opportunity, and uncover stakeholder coverage gaps to help marketing and sales teams engage the right people at the right time.

Drive the next best action with AI-powered recommendations

Deliver personalized next best actions, content, and offers based on real-time customer signals to help increase engagement, pipeline, and revenue.

Create high-performing campaigns faster with generative AI

Use natural language to build precise audiences and generate SMS, email, and landing page content faster to help marketers move from initial targeting ideas to personalized campaign execution with less manual effort.

Optimize engagement with AI-driven timing and content

Leverage AI to help maximize open rates and response with tailored recommendations for the best subject lines, messages, and send times for each individual.

Prevent fatigue and protect customer engagement with AI insights

Monitor contact health and engagement patterns to adjust frequency, messaging, and targeting—helping reduce churn and improve long-term customer value.


Turn sales plans into outcomes

Bring territory planning, account intelligence, opportunity discovery, and sales plays together in an agentic experience grounded in shared enterprise context. Specialized agents reason across customer, pipeline, transaction, and business data to identify what matters, determine the right actions, and drive work forward—from planning through quoting and sales execution.

Continuously advance every sales opportunity

Replace manual deal oversight with an agentic Sales Command Center that continuously monitors accounts and opportunities, detects changes and risks, and determines what should happen next. Coordinated AI agents help move work toward completion while bringing in sellers for the customer interactions and decisions where they add the most value.

Orchestrate outcomes from opportunity to revenue

Connect quoting, contracts, orders, subscriptions, fulfillment, and revenue into a coordinated flow. Agentic applications navigate policies, approvals, dependencies, and exceptions across functions to keep work moving from an accepted offer to its successful execution.

Turn complex customer needs into winning offers

Help sellers build sophisticated solutions that span products, services, subscriptions, and hybrid offerings. Specialized AI agents can interpret requirements, guide configuration, accelerate pricing and quote creation, generate relevant content and documents, and navigate commercial complexity to move deals forward.

Make revenue expansion a continuous motion

Turn the installed base into an always-on source of growth. Agentic applications can uncover whitespace, cross-sell, and upsell opportunities; prioritize them based on revenue potential and customer readiness; and activate the right sales motions to convert existing relationships into new revenue.


Reduce service costs and improve customer experience

Use AI agent teams to autonomously complete service tasks, update records, coordinate workflows, and resolve routine service requests across systems to help reduce manual effort, accelerate resolution, and strengthen customer retention and lifetime value.

Improve first-contact resolution for complex requests

Give service representatives contextual AI support with interaction summaries, relevant knowledge and service history, guided troubleshooting, and next best actions. Have AI draft responses to customer queries help resolve issues faster and more consistently.

Help prevent service issues from becoming escalations

Agentic AI surfaces service exceptions, brings together the right context, and orchestrates people, processes, and systems to help drive faster resolutions to customer concerns.

Scale automation with the right level of control

From keeping humans in the loop to putting humans in the lead to enabling autonomous execution for appropriate tasks, organizations can apply the level of control that fits their business requirements, policies, and customer experience goals.

Continuously improve service performance

Agentic AI can identify bottlenecks, learn from automation opportunities and support needs, and apply those learnings going forward—helping teams continuously improve processes and service outcomes over time.

Anticipate field service demand and improve capacity and efficiency

Use AI-powered planning to forecast demand, anticipate capacity constraints, and optimize scheduling, routing, and resource allocation to help teams complete more jobs and reduce the risk of service disruptions.

Improve mobile worker productivity and fix rates

Give field workers AI-powered guidance and relevant work context on the go to help improve productivity and effectiveness in resolving service issues.

Deliver trusted, policy-aligned service experiences

Oracle Content Intelligence unifies enterprise knowledge and grounds AI agents in current, accurate content and policy. AI can provide more relevant answers while helping ensure service interactions align with approved business guidance.


List of embedded AI capabilities in Oracle CX

Organizations can quickly and easily adopt the latest AI capabilities to help improve productivity and decision-making, automate some complex tasks and end-to-end business processes, and help reduce costs. Explore the AI features by business function below.

Note: Generative AI features are denoted with *, and AI Agents are denoted with **, Fusion Agentic Applications are denoted with ***.

Help identify and direct sales teams to leads and opportunities with the highest win probabilities, promote deal acceleration, and foster improved sales conversion rates. Oracle AI for Oracle Sales can deliver AI-enabled, in-the-moment automation for your sales team.

Functional area Use case Business benefit
Account intelligence and engagement Cross-Sell Program Workspace*** Identifies expansion opportunities across the installed base, prioritizes them by revenue and sales readiness, and orchestrates coordinated marketing and sales actions.
Account intelligence and engagement Subscription Advisor Agent** Identifies potential issues and provide guidance on the impact of adjustments, helping account teams proactively manage customer value throughout the lifecycle.
Account intelligence and engagement Account Plan Summarization Agent** Creates ready-to-share account overview, goals and strategies, opportunities, activities, and key contacts.
Account intelligence and engagement Sales Intelligence and Account/Product Advisor Agents** Leverages retrieval-augmented generation (RAG) and predictive models to deliver real-time recommendations, document-based insights, SWOT analysis, and data-driven guidance on accounts, contacts, and products, all embedded within the sales workflow.
Account intelligence and engagement Account Advisor** Provide account insights by summarizing account data, key contacts, subscriptions data, invoices, and any account research report or financial disclosure documents attached to the account.
Account intelligence and engagement Account deduplication Detects duplicate accounts to help maintain database accuracy while allowing customization for better predictions.
Account intelligence and engagement Account Engagement Guide** Automates account planning and research by summarizing key insights across various business functions. Helps sales teams identify upsell and renewal opportunities, uncover key stakeholders, and generate sales activity overviews, —allowing reps to focus on relationship building and revenue growth.
Account intelligence and engagement Account engagement level Measures how engaged an account is based on deal activity, interactions, and sales team efforts.
Account intelligence and engagement Sales Intelligence and Account/Product Advisor Agents** Leverages retrieval-augmented generation (RAG) and predictive models to deliver real-time recommendations, document-based insights, and data-driven guidance on accounts, contacts, and products, all embedded within the sales workflow.
Account intelligence and engagement Similar account recommendations Finds companies with similar characteristics (for example, industry, size, location) to help identify new sales prospects.
Account intelligence and engagement Summarization assistant for account, activity, leads, and opportunities* Can provide a complete end-to-end view of an account, including key details from both front- and back-office systems. Enables sales teams to quickly assess an account’s status within the customer lifecycle so they can confirm they have the right context for each interaction. Available directly in Oracle Fusion Sales and Microsoft Outlook via a plugin for seamless access.
Lead and opportunity management Contact engagement level Helps sales reps gauge engagement levels to determine the time and approach for outreach.
Lead and opportunity management Lead contact validation and recommendations Suggests new contacts based on past successful deals and level of interaction with the sales team.
Lead and opportunity management Opportunity contact validation and recommendations Identifies commonly added contacts in similar opportunities, making it easier to find the right stakeholders.
Lead and opportunity management Opportunity scoring and recommended actions Predicts the likelihood of closing a deal and provides actionable insights to help improve success rates.
Lead and opportunity management Predictive lead scoring Designed to highlight the most promising leads and opportunities while flagging deals that may need extra attention.
Lead and opportunity management Sales intelligence and engagement optimization models Identifies the most engaged leads and opportunities, allowing sales teams to tailor outreach for better results.
Product and pricing optimization AI-generated product recommendations* Uses AI to automatically recommend upsell and cross-sell products based on historical purchase patterns and items that are frequently bought together.
Product and pricing optimization Pricing and discount optimization Recommends discounts based on probability-of-purchase models, enabling a reduction in manual pricing efforts and expediting quote generation.
Sales guidance and forecasting Sales Command Center*** Helps sales leaders run their territory by continuously monitoring what’s happening across accounts, highlights key changes or risks, and recommends practical next steps for each account and opportunity.
Sales guidance and forecasting Insight Agent** Provides descriptive explanations for graphical analytics, suggests relevant follow-up questions, and answers questions from users.
Sales guidance and forecasting Incentive compensation management* Uses AI processes to deploy complex compensation plans, and leverages GenAI to automate responses to payee questions and disputes and to troubleshoot crediting issues.
Sales guidance and forecasting Create incentive rate tables* Incentive compensation plan administrators can build rate tables for sales credit calculation by copying and pasting from spreadsheets or entering requirement description in text.
Sales guidance and forecasting Incentive Payee Advisor** Provides sellers with real-time answers on incentive compensation plans and policy changes.
Sales guidance and forecasting Generate a forecast summary with AI* Provides an AI-generated summary of forecast performance on demand, highlighting key metrics and whether the team is on track.
Sales guidance and forecasting Incentive Compensation Plan Advisor** Helps translate complex compensation plans into clear, easy-to-understand language. Helps sales reps understand earning potential, aligns teams with business goals, and helps keep motivation high by effectively communicating compensation strategies.
Sales guidance and forecasting Opportunity-to-Quote Guide** Can speed up quoting with AI-driven insights, automated document generation, and real-time account overviews to help keep deals moving smoothly.
Sales guidance and forecasting Machine learning prediction framework (BYOM) Enables AI model building to create custom sales predictions tailored to business needs.
Sales productivity and automation Contract Compliance Workspace*** Provides end-to-end oversight across your enterprise contract portfolio to help identify, prioritize, and address risks by semantically analyzing both existing agreements and contracts under negotiation.
Sales productivity and automation CPQ Administrative Assist Agent** Helps reduce implementation and maintenance effort by providing guidance based on product documents and customer environment configuration.
Sales productivity and automation Quote Advisor Agent** Helps produce accurate, compliant quotes by providing answers regarding rules and policies on pricing, configuration, and approval during quote creation process..
Sales productivity and automation Summarization assistant for account, activity, contact engagements, leads, and opportunities* Can provide concise summaries of account activities and interactions, making it easier for reps to stay informed.
Sales productivity and automation Sales activity logging and follow-up action creation Increases seller productivity by replacing manual entry of sales follow-ups with AI-guided flows that log sales activities and follow-up actions.
Sales productivity and automation Rewrite Assistant for quotes* Helps enhance user productivity and communication quality by integrating context-aware rewriting capabilities into existing text editors or input fields to quickly refine content for clarity, tone, grammar, and impact.
Sales productivity and automation Express Reports Agent** Enable users to get complete, ready-to-use reports that combine both visuals and tables with simple prompts, such as “Show me closed opportunities by stage for Q2.”
Sales productivity and automation Sales Analyzer* Enable users to get charts and visualizations by asking questions in plain language within the Sales Dashboard.
Sales productivity and automation Lead Advisor Agent** Highlights missed interactions, summarizes lead behavior, and recommends next-best actions through a conversational interface, enabling sellers to act quickly and confidently.
Sales productivity and automation Generate account summaries and emails on mobile app* Enables reps to generate tailored account summaries and compose context-aware emails using CRM data from accounts, contacts, opportunities, or leads on their mobile devices.
Sales productivity and automation Account description generation* Uses generative AI to summarize key company information from documents such as earnings reports and 10-Ks, allowing reps to access concise account profiles directly within the CRM.
Sales productivity and automation Content assistant for appointment agendas* Automatically generates meeting agendas from emails, potentially saving time and helping ensure every meeting is structured and productive.
Sales productivity and automation Content assistant for email* Can speed up customer communication by drafting AI-powered responses, helping sales teams reply faster and more effectively.
Sales productivity and automation Content assistant for incentive plans* Uses generative AI to help compensation admins quickly create clear, professional incentive plan documents. With simple prompts, they can generate, rewrite, summarize, and edit terms and conditions right inside the plan authoring tool, potentially saving time and improving clarity.
Sales productivity and automation Content assistant for meeting notes* Automatically summarizes meetings and generates action items so teams can focus on selling instead of note-taking.
Sales productivity and automation Content assistant for opportunity win stories* Designed to automatically generate compelling success stories to share with prospects and internal teams.
Sales productivity and automation Content assistant for sales call guide authoring and summarization* Uses generative AI to quickly create structured, high-quality sales call guides with optimized language and branching logic, helping reps engage with customers more reactively.
Sales productivity and automation Quote Assist Agent** Provides an in-context AI assistant within the quoting user interface to help troubleshoot errors, answer questions, and offer quoting guidance using RAG and upcoming API/email integrations.
Sales productivity and automation Summarization assistant for account, activity, leads, and opportunities* Can provide concise summaries of account activities and interactions, making it easier for reps to stay informed.

Enhance service efficiency and personalization with AI-powered support across multiple channels while optimizing productivity and customer satisfaction.

Functional area Use case Business benefit
Agent assistance and productivity Service workflow sentiment analysis Provides a conversation score to indicate whether customer service rep interactions are positive, neutral, or negative.
Agent assistance and productivity Chat assistance for agents* Surfaces real-time suggestions for web chat agents using generative AI and presents recommended responses or knowledge articles as the chat progresses.
Agent assistance and productivity Chat summarization* Creates concise summaries of live chat conversations automatically in real time using generative AI, with summaries appearing during agents transfers or at session close.
Agent assistance and productivity Content assistant for interview authoring* Automates the creation and deployment of branching interview questions, helping guide customers and agents to the right decision faster and reducing the need for manual rule configuration.
Agent assistance and productivity Support call summarization* Create a call summary after an Oracle Fusion Cloud Service interview automatically using generative AI, capturing key details shared during the interaction and generating a draft summary directly in the user interface.
Agent assistance and productivity AI-powered action suggestions in the Action Bar** Understands a representative’s plain-language intent and surfaces the most relevant smart actions and knowledge excerpts, helping reduce search time and training effort.
Agent assistance and productivity Improving and translating service messages* Allows representatives to translate, summarize, and refine service request messages and problem or solution descriptions for clearer, faster customer communication.
Agent assistance and productivity Interactive refinement of SR summaries* Allows representatives to regenerate a service request (SR) summary with instructions such as simplify, expand, or focus on recent updates, helping improve clarity and trust.
Agent assistance and productivity Service Contact Insights Agent** Summarizes a contact’s recent service requests, calls, and chats, identifies sentiment, and suggests actions so representatives can quickly understand customer context.
Agent assistance and productivity Persistent inline AI conversations** Keeps a separate contextual AI conversation within each Service Center tab so representatives can multitask without losing history or repeating inputs.
Agent assistance and productivity Interactive actions from the AI Conversation panel** AI agents create clickable chips and cards that enable service agents to navigate, retrieve data, update the interface, or trigger service workflows directly from the conversation.
AI extensibility and orchestration Launching custom AI agent teams in Fusion Service** Allows implementers to embed custom AI Agent Studio experiences in Service Center to automate workflows, retrieve knowledge, and guide representatives without them having to leave the service workspace.
AI extensibility and orchestration Launching AI agents through Smart Actions** Enables implementers to connect published agent teams to service request Smart Actions without custom development and automatically pass on the current request context.
AI extensibility and orchestration Invoking AI agent flows from custom UI components** Lets custom fields, cards, and widgets invoke agent flows and display recommendations, summaries, or drafted content without requiring a chat interface.
AI extensibility and orchestration Running AI agents from Fusion Service global functions** Enables supported Fusion Service global functions to invoke published runnable agents, providing a consistent foundation for agent-powered extensions and workflows.
AI extensibility and orchestration Service policy models for deterministic decisions* Provides seeded, customizable policy models that AI agents can use for repeatable decisions such as returns routing, warranty coverage, eligibility, and fee calculations.
Content intelligence SharePoint content connector Gives AI agent teams secure, permission-aware access to SharePoint files through natural-language search, semantic retrieval, and synchronization to a hybrid search index.
Content intelligence Web crawler content connector Crawls approved websites, extracts and indexes supported content, and makes that context available to AI agents through governed lexical and semantic retrieval.
Content intelligence Custom content source connector Allows organizations to define governed content schemas and repositories that AI agents and users can populate, search, update, and use in business workflows.
Customer feedback Survey Authoring Agent** Creates or updates service surveys conversationally, helping administrators collect customer feedback without manually building every question and response.
Customer feedback Survey Runtime Agent** Presents survey questions conversationally, collects responses, and submits the completed survey to support customer satisfaction [NF1.1]measurement after service interactions.
Digital self-service Chat history in the DCS portal** Lets authenticated customers review prior conversations with AI agents, human support engineers, or chatbots, including full transcripts and attachments.
Digital self-service AI-generated top answer in the DCS portal* Presents a concise answer generated from Fusion Knowledge above search results, reducing the need for customers to open and read multiple articles.
Field service optimization Nearby work recommendations Assesses technician workload, location, and availability to suggest nearby jobs that can be completed without disrupting existing schedules.
Field service optimization Predictive scheduling and routing Applies predictive AI and machine learning to optimize field service scheduling; automates real-time field operation decisions by updating job assignments to help meet service goals, reduce SLA violations, and avoid scheduling conflicts; recommends the best technician based on travel time, availability, skills, job duration, etc.
Field service optimization Question answering for field resources* Uses generative AI to help analyze user queries and surface relevant answers from the knowledgebase, enabling automatic generation of concise response that address user questions; provides links to supporting knowledge articles for deeper exploration.
Field service optimization Smart assignment assistant Optimizes manual service activity scheduling by predicting and recommending a field resource to assign to an activity; recommends a technician based on travel time, availability, skills, and job duration.
Field service optimization Work Order Agent** Generates draft work orders automatically with prefilled attributes such as title, notes, and contact details to help bring speed and intelligence to field service operations.
Field service optimization AI-enhanced My Route experience** Uses contextual alerts and clearer route and activity indicators to help mobile workers understand daily schedules, identify issues, and act faster.
Field service optimization Start-of-day mobile worker pre-brief** Checks required-parts availability, reserves available inventory, and highlights shortages before the route begins to reduce delays and improve first-time fix rates.
Field service optimization AI-powered Field Assist** Provides technicians with AI-guided troubleshooting and advice inside Collaboration, with seamless transfer to a live operator when additional help is needed.
Help desk agent productivity AI-generated Help Desk request summaries* Generates an on-demand overview of the issue, progress, employee responses, and planned next steps so agents and managers can understand long-running requests faster.
Help desk agent productivity AI-generated resolution notes* Drafts resolution notes as an agent resolves a Help Desk request, helping save time and creating more complete, consistent resolution records.
Help desk agent productivity AI-generated call and chat wrap-up notes* Summarizes a completed Help Desk call or chat into editable wrap-up notes, reducing post-interaction work and improving note accuracy.
Help desk agent productivity AI summary for Start Conversation with Details* Generates a concise summary of the Help Desk request for the opening message of an internal conversation, helping collaborators understand the context immediately.
Help desk agent productivity Help Desk request summaries in French and Spanish* Generates Help Desk request summaries in a user's preferred supported language, extending the summarization experience beyond English.
Help desk case management Case Creation Agent** Creates a case from an AI conversation and derives core fields such as title, description, category, contact, and applicable grievance or disciplinary details.
Help desk case management AI-assisted case summarization and resolution* Summarizes case details and helps agents create a clear resolution, reducing review time and supporting consistent case closure.
Help desk feedback Employee satisfaction surveys after request resolution** Uses AI-assisted survey authoring and configured notifications to collect employee feedback after resolution and associate responses with the originating Help Desk request.
Help desk knowledge assistance AI-generated knowledge summary when sharing with an employee* Adds a concise, contextual summary when an eligible knowledge article is shared, saving time for both the agent and the employee receiving the answer.
Help desk self-service AI suggestions for Help Desk request categories* Suggests relevant request categories from the employee's entered information, improving classification and reducing manual category selection.
Help desk self-service AI knowledge suggestions during request creation* Suggests relevant knowledge while an employee creates a Help Desk request and can display an AI-generated article summary, helping resolve issues before submission.
Help desk self-service Employee Self-Service Assistant** Provides conversational AI assistance in My Help to answer employee questions and create a Help Desk request when the issue cannot be resolved through self-service.
Help desk self-service Improved Employee Self-Service Assistant** Determines intent, searches Content Intelligence and similar requests, sets product and category, and creates or updates requests through a more deterministic workflow.
Knowledge management Knowledge-based answer generation* Generates answers based on enterprise knowledge repository or from the AI large language model when a company doesn’t have the content.
Knowledge management AI-generated service responses* Drafts detailed responses to service requests in seconds using generative AI; pulls from existing knowledge articles to create a tailored message.
Knowledge management Content assistant for knowledge authoring* Drafts knowledge articles from resolved service requests or external documents using generative AI; automatically generates draft within the standard authoring flow, including product tags, user groups, and publishing options.
Knowledge management Instant answers in search* Analyzes user queries and surfaces relevant answers drawn from the knowledgebase using generative AI; enables the automatic generation of concise responses that directly address user questions.
Knowledge management Knowledge Insights Agent** Enables the creation of a hybrid index that spans service objects and external knowledge content, helping uncover deep insights into relationships, identify emerging trends, and detect and resolve duplicate or conflicting information.
Knowledge management Knowledge search assistant* Provides concise, direct answers within knowledge search results using generative AI.
Knowledge management Knowledge Question Answering Agent** Returns clear answers grounded in authorized Fusion Knowledge content for use across service sites, agent teams, and other supported experiences.
Knowledge management Question answering in My Knowledge* Generates a permission-aware answer at the top of My Knowledge search results to help users resolve questions without opening multiple articles.
Knowledge management Generative AI adoption analytics for knowledge authoring* Tracks which knowledge articles were created with generative AI so teams can monitor adoption and evaluate its effect on content and user outcomes.
Knowledge management Knowledge article lifecycle event automation** Emits events when authors create, update, delete, approve, publish, or otherwise manage articles, enabling AI agents and connected processes to respond automatically.
Service operations and insights Service Operations Workspace*** Helps customer service managers prioritize escalations and stalled requests, monitor resolution performance, and act on AI-guided resource and next-step recommendations.
Service operations and insights AI adoption insights in Service Express Reports** Makes AI-related service request flags available for reporting, filtering, and aggregation so organizations can connect AI use with resolution, handling, SLA, and other outcomes.
Service request and case management SR Summary Agent** Summarizes a service request (SR) and its messages, helps improve quality, and standardizes communication among teams.
Service request and case management Self-Service Chat Agent** Handles customer inquiries through personalized responses and executes transactions across systems; Helps verify identity, retrieve data, and guide customers through resolution with minimal human intervention.
Service request and case management Notification Agent** Sends an email or a bell notification whenever a service request requires the owner’s attention, providing a convenient way to notify end users.
Service request and case management Work Order Agent** Drafts work orders automatically with prefilled attributes based on similar service requests, present the draft work orders to customer support representatives for review, and track the status of work orders throughout the lifecycle.
Service request and case management Self-Service Question-Answer Agent** Uses generative AI to help analyze user queries and surface relevant answers from the knowledgebase, enabling the automatic generation of concise responses that address user question and providing links to supporting articles.
Service request and case management Service Request Creation Agent** Uses AI to turn customer chat conversations, phone call transcripts, and emails into actionable service requests by capturing key details and analyzing attached documents in real time.
Service request and case management Service Request Resolution Agent** Analyzes incoming service requests and generates suggested solutions based on predefined assets using generative AI. Presents the steps as a structured resolution plan.
Service request and case management Service request summarization* Can automatically draft concise summaries of service request details directly within the Oracle Service Center user interface using generative AI.
Service request and case management Service Request Triage Agent** Uses generative AI to analyze and categorize incoming service requests based on the product, service taxonomy, and content quality. The agent is designed to evaluate whether a request includes enough detail and can prompt the user for additional information if needed.
Service request and case management Smart service request matching Identifies and links similar past service requests and enables agents to apply proven solutions quickly.
Service request and case management Service Request Assistant for chat and voice** Creates service requests during or after customer conversations and prepopulates fields from interaction metadata and transcripts, reducing wrap-up effort and improving data completeness.
Service request and case management Service Request Creation Assistant with custom fields and attachments** Captures custom fields, proxy-user scenarios, and text or image attachments during AI-assisted service-request creation to improve intake accuracy and reduce follow-up.
Service request and case management Inbound email delivery-status detection** Detects bounced and out-of-office messages and records them on the related service request so representatives can respond through another channel without manual inbox monitoring.
Service request and case management Automated inbound email response and deflection** Uses approved knowledge to answer common inbound email questions before creating a service request, while creating the request automatically when more help is required.
Service request and case management Human review and sharing of AI recommendations** Lets representatives review an AI-recommended resolution plan and share it with the customer by email while keeping a person in control of the final response.
Service request and case management Interactive resolution and triage recommendation cards** Lets representatives refine AI-generated recommendations with follow-up instructions in context, reducing handle time and improving first-contact resolution.
Service request and case management Extensible AI recommendation cards** Lets implementers surface prebuilt or custom AI recommendations on supported Service Center pages and connect card actions to application workflows.
Service request and case management Resolution Workflow Advisor with governed automation** Supports autonomous or human-reviewed resolution, preserves context across follow-ups, and handles rejected outcomes with bounded retries for better control and accuracy.
Service request and case management Problem and solution capture for chat* Stores AI-generated problem and solution text for each chat so service records retain a concise, reusable account of the issue and outcome.

Unify customer data from multiple sources to create a real-time view of each customer. Marketers can leverage data-driven insights and AI to engage, convert, and nurture relationships to increase value.

Functional area Use case Business benefit
Agentic growth and orchestration Marketing Command Center*** Helps marketers and GTM leaders monitor programs, renewal risk, expansion opportunity, and buying-group coverage, prioritize what needs attention, and move from signals to coordinated marketing and sales action.
Agentic growth and orchestration Cross-Sell Program Workspace*** Surfaces cross-sell opportunities across the installed base and helps marketing and sales teams coordinate tactics, content, offers, and seller actions around the same account objective.
Agentic growth and orchestration Renewal and Retention Program Workspace*** Identifies renewal risk earlier from enterprise signals and helps teams launch coordinated retention, adoption, remediation, and renewal motions before risk becomes a late-stage scramble.
Attribution and channel strategy Campaign revenue attribution Analyzes customer touchpoints to help teams attribute revenue to campaigns and channels.
Attribution and channel strategy Campaign recommender Recommends effective campaign strategies for each audience segment based on past performance and engagement data.
Attribution and channel strategy Channel recommender Identifies effective marketing channels to engage target audiences.
Audience and segmentation AI Natural-Language SQL Segmentation Agent** Allows marketers to describe an audience in plain language, refine it conversationally, and review generated SQL-based segment logic before activation.
Audience and segmentation AI Segment Insights Analyst** Uses natural language to summarize supported segment KPIs, dimensions, top-account previews, and comparisons so users can validate audiences before activation.
Campaign optimization Campaign Optimization Agent** Uses AI to help determine the next best action, offer, or timing to better maximize engagement and conversion.
Campaign optimization Campaign Planning Agent** Leverages AI propensity models and lifetime value analysis to optimize targeting and campaign planning.
Campaign optimization Fatigue analysis Evaluates message fatigue based on engagement patterns to optimize send frequency.
Campaign optimization Intelligent audience selector Identifies best-fit contacts for ongoing programs using predictive models.
Campaign optimization Program intelligent switch Recommends the best campaign, channel, and timing for each customer to increase engagement.
Campaign optimization Program simulation Simulates campaign performance and flow before launch to identify improvements.
Campaign optimization Send time optimization Determines optimal delivery times for each contact to improve engagement.
Content creation and optimization Marketing Copywriter Agent** Generates on-brand, channel-specific copy for emails, subject lines, or SMS messages tailored to the audience to help personalize campaigns at scale.
Content creation and optimization Content assistant for email authoring* Creates on-brand email copy that is aligned with the campaign tone and goals.
Content creation and optimization Refining and adapting marketing content* Shortens, lengthens, or bulletizes copy as needed and generates concise content summaries so users can adjust outputs to their exact needs.
Content creation and optimization Content assistant for landing page authoring* Generates consistent, campaign-aligned landing page copy.
Content creation and optimization Content assistant for shared component authoring* Generates and refines content for shared campaign components.
Content creation and optimization Content assistant for SMS* Crafts concise, impactful SMS messages that are aligned with the campaign tone and objectives.
Content creation and optimization Push title optimization Recommends optimized push notification titles to help improve engagement.
Content creation and optimization Content assistant for subject line authoring* Generates multiple subject line options based on the campaign tone, context, and overarching brand voice.
Customer intelligence and buying groups Buying Group Definition Advisor** Uses account, contact, product, territory, and business-unit context to assemble buying groups, expose role-coverage gaps, and give marketing and sales a shared group to engage and measure.
Customer intelligence and predictive insights Account lead scoring Predicts which B2B accounts are most likely to convert, helping optimize account-based marketing efforts.
Customer intelligence and predictive insights Churn propensity Identifies customers at risk of leaving so marketers can take action to retain them.
Customer intelligence and predictive insights CLV scoring and analysis Calculates projected customer lifetime value (CLV) to help inform targeting and retention strategies.
Customer intelligence and predictive insights Contact lead scoring Forecasts the likelihood of individual lead conversion to help improve lead volume and speed.
Customer intelligence and predictive insights Engagement propensity Predicts how likely a customer is to engage with a campaign, helping improve targeting.
Customer intelligence and predictive insights Opportunity identification Scores sales opportunities based on marketing engagement, helping improve sales and marketing alignment.
Customer intelligence and predictive insights Predictive customer lifetime value Identifies high-value customers and those at risk of churn, enabling smarter targeting and budget allocation.
Customer intelligence and predictive insights Recency, frequency, and monetary scoring Segments customers based on purchase history to help improve engagement and retention.
Customer intelligence and predictive insights Repurchase propensity Predicts which customers are likely to reorder products, facilitating more targeted cross-channel engagement.
Customer intelligence and predictive insights Account intelligence Calculates an account engagement score to prioritize outreach and targeting.
Personalization and next best actions Next best action Recommends the most relevant next step to help drive customer conversions.
Personalization and next best actions Next best offer Uses purchase history to predict the highest price customers would be willing to pay, helping maximize revenue.
Personalization and next best actions Next best promotion Uses customer purchase history to predict the price they would be willing to pay, enabling personalized pricing to help boost conversion rates and average order value.
Personalization and next best actions Product and content recommendations Personalizes content and product suggestions to help increase engagement.
Personalization and next best actions Product propensity Forecasts which customers are most likely to buy a product, enabling smarter marketing spend.
Personalization and next best actions Real-time predictions Forecasts customer behavior quickly, allowing marketers to take immediate action.

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.

Get Started

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.