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Oracle Corp. announced a series of new AI-powered capabilities for its cloud-based applications, to help organisations improve customer service, sales, marketing, and field operations.
The new features include generative AI for service, which can automatically create content and streamline processes to resolve customer issues faster; guided campaigns, which can help marketing and sales teams launch personalised campaigns and deliver qualified leads to sellers; and AI-powered account linking, which can give sellers full visibility into accounts.
According to Rob Tarkoff, executive vice president and general manager, Oracle Cloud CX, pre-trained LLMs are changing the way we interact with people, content, and critical knowledge in our enterprises.
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“With a unique combination of traditional and generative AI, running on Oracle Cloud Infrastructure and embedded in application flows, Oracle Cloud CX enables customer experience professionals to do their jobs with more accuracy and efficiency to ultimately drive more revenue,” he said.
Oracle also introduced enhancements to its B2B customer data platform, which can score and identify sales opportunities based on past engagement and target complex buying groups; intelligent sales orchestration, which can automate processes and provide AI-generated insights and recommendations for sellers; and advanced field asset monitoring, which can improve field service productivity by providing technicians with relevant information of all managed assets.
The new capabilities are part of Oracle Fusion Cloud Applications, a suite of integrated applications that span the entire business process from finance and human resources to supply chain and manufacturing. Oracle said the new features are designed to help organisations adapt to changing customer expectations and market conditions, as well as drive innovation and growth.