New AI-powered capabilities increase service
efficiency, reduce time-to-resolution, and improve the customer
experience
AUSTIN,
Texas, Oct. 9, 2024 /PRNewswire/ -- Oracle today
announced new AI-powered capabilities within Oracle Fusion Cloud
Service and Oracle Fusion Cloud Field Service that help
service teams increase productivity, better understand customer
issues, and serve their customers more effectively. The latest
updates improve customer satisfaction by automatically identifying
customer issues, recommending actions, streamlining resolution, and
improving first-time fix rates.
"Service teams are expected to deliver consistent, on-demand,
around-the-clock customer care and in this environment, every
second of time saved helps improve the experience and build
loyalty," said Jeff Wartgow, vice
president, Oracle Service. "With these new capabilities, Oracle is
adding AI-powered insights, authoring, and recommendations across
the service lifecycle to help organizations more efficiently
deliver service that elevates the entire customer experience."
Oracle Service and Oracle Field Service are a part of Oracle
Fusion Cloud Customer Experience (CX), a connected suite of
applications that helps organizations create, manage, serve, and
nurture lasting customer relationships. Built with embedded AI and
leveraging contextual service data, Oracle helps organizations
automate the full customer service lifecycle. New capabilities
include:
- Automated service agent: Helps service teams
quickly understand customer service requests and reduce
time-to-resolution. For example, the new AI-powered automated
service agent can review service-related tasks based on relevant
context and customer history to then develop and deliver an
actionable plan with recommended next steps for service
representatives.
- Call and chat summarization: Helps service
representatives save time and improve accuracy when assisting
customers. The new summarization capability uses generative AI to
transcribe the customer conversation and produce an accurate
summary of the call that can be shared with other service team
members or supervisors as needed.
- Field service knowledge search augmentation:
Helps field service technicians fix customer issues faster and
more accurately to reduce the need for repeat visits. The new
Oracle Field Service knowledge search augmentation feature uses
large language models (LLMs) and semantic search capabilities that
understand natural language queries and use generative AI to
provide guidance using articles and other resources.
"To improve service efficiency and allow service teams to focus
on creating more meaningful customer interactions, it's important
for organizations to lean into AI," said Aly Pinder, research vice president, IDC.
"Oracle's new AI-powered service capabilities will help
organizations increase responsiveness, quality, and the overall
customer experience."
Part of Oracle Fusion Cloud Applications Suite, Oracle Cloud
CX helps organizations connect data and workflows across
marketing, sales, and service to make every customer interaction
matter. To learn how Oracle Cloud CX can help your organization
improve the customer experience and build brand loyalty, please
visit: oracle.com/cx
About Oracle
Oracle offers integrated suites of
applications plus secure, autonomous infrastructure in the Oracle
Cloud. For more information about Oracle (NYSE: ORCL), please visit
us at www.oracle.com.
Trademarks
Oracle, Java, MySQL and NetSuite are
registered trademarks of Oracle Corporation. NetSuite was the first
cloud company—ushering in the new era of cloud computing.
View original content to download
multimedia:https://www.prnewswire.com/news-releases/oracle-introduces-new-ai-driven-workflows-to-help-organizations-automate-the-complete-customer-service-lifecycle-302270827.html
SOURCE Oracle
