New generative AI-powered capabilities in Oracle Fusion Cloud Customer Experience (CX) help service agents, field technicians, and customers solve issues fasterOracle CloudWorld, Las Vegas—September 19, 2023
Oracle today announced the addition of generative AI-powered capabilities within Oracle Fusion Cloud Customer Experience (CX). Supported by the Oracle Cloud Infrastructure (OCI) generative AI service, the new capabilities are embedded in existing Oracle Fusion Service processes to optimize customer service delivery, improve productivity, and help organizations enhance the customer experience.
“To create outstanding customer experiences, CX professionals—and customers they engage with—need quick access to accurate information,” said Rob Tarkoff, executive vice president and general manager, Oracle Cloud CX. “With the ability to summarize, author, and recommend content, generative AI has the potential to significantly enhance customer service engagements. The new capabilities in Oracle Cloud CX will help organizations resolve customer service issues quicker and more efficiently by increasing service agent and field technician productivity, optimizing self-service, and automating traditional tasks that are manual and time-consuming.”
Built on OCI and leveraging its best-in-class AI services, the embedded generative AI capabilities within Oracle Cloud CX are designed to respect customers’ enterprise data, privacy, and security. OCI hosts both prebuilt and custom models. With Oracle’s generative AI service, no customer data is shared with LLM providers or seen by other customers or other third parties. In addition, an individual customer is the only entity allowed to use custom models trained on its data. Role-based security embedded directly into Oracle Fusion Service workflows helps to protect sensitive information about customers and only recommends content that service agents are entitled to view.
The new generative AI capabilities in Oracle Fusion Service bolster existing embedded AI capabilities already in use by thousands of users and will help to transform customer service agent and service stakeholder productivity by streamlining processes and automating content generation within a single integrated solution. Newly embedded generative AI capabilities include:
Oracle Cloud CX generative AI services are powered by OCI. Leveraging OCI Supercluster, which includes bare metal compute with NVIDIA GPUs and the highest bandwidth RDMA network in the cloud, OCI accelerates LLM training with the highest performance at the lowest cost. This allows Oracle to deliver the fastest AI innovation in the industry and attract the best enterprise-focused innovators, including Cohere, to build on OCI, further contributing to the innovation feedback cycle. In addition, OCI’s generative AI services provide end-to-end security.
Natively built for the cloud, Oracle Cloud CX connects data across marketing, sales, and service to make every customer interaction matter. To learn more about how Oracle Cloud CX can help organizations improve the experience they deliver to customers and build brand loyalty, please visit: https://www.oracle.com/cx/
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Statements in this article relating to Oracle’s future plans, expectations, beliefs, and intentions are “forward-looking statements” and are subject to material risks and uncertainties. Many factors could affect Oracle’s current expectations and actual results, and could cause actual results to differ materially. A discussion of such factors and other risks that affect Oracle’s business is contained in Oracle’s Securities and Exchange Commission (SEC) filings, including Oracle’s most recent reports on Form 10-K and Form 10-Q under the heading “Risk Factors.” These filings are available on the SEC’s website or on Oracle’s website at http://www.oracle.com/investor. All information in this article is current as of September 19, 2023 and Oracle undertakes no duty to update any statement in light of new information or future events.
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