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.
Learn how Oracle AI Agents help marketing, sales, and service teams grow revenue and boost customer satisfaction.
Learn how to unlock the full power of your data with AI Agents that operate across enterprise fusion applications.
Improve sales and marketing alignment by using machine learning to predict which leads and accounts are most likely to engage and convert.
Improve marketing effectiveness and grow revenue with AI-driven next best action, content sharing, sales offer, and product purchase recommendations.
Quickly author short-form content and SMS text messages to deliver more personalized, relevant, and engaging communications to your customers at scale, ultimately driving improved customer satisfaction, retention, and revenue growth.
Accelerate and optimize marketing campaign asset creation with the help of generative AI to save time, increase engagement, and drive conversions.
Achieve optimal open rates for a given email campaign by suggesting the most relevant subject lines and send times specific to each contact.
Avoid customer disengagement with insights into the health of your contact database that help you adjust send frequency, messaging, or segmentation strategy.
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.
Quickly identify which leads and contacts are most engaged with your business and tailor your next communication or engagement based on their status.
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.
Use AI-recommended pricing and discounts to strike a balance between achieving the most revenue with the highest likelihood to close.
Aid sellers in future deals by automatically creating sales opportunity win stories that provide concrete evidence of the value, reliability, and effectiveness of product offerings.
Deflect common customer inquiries by letting AI-powered conversational bots help provide support, answer questions, capture details, and resolve issues without human interaction.
AI-generated email responses to service inquiries help improve service agent productivity and consistency while accelerating response times and time to resolution.
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.
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.
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.
Improve technician productivity and optimize self-scheduling by surfacing AI-generated work activity recommendations to mobile workers.
Accelerate and optimize the creation of knowledge articles while improving service request resolution speed, consistency, and customer experience.
Quickly build out complex question-and-answer logic that adheres to business rules and regulatory requirements to improve customer onboarding, service issue identification, warranty claim processing , and other assisted and self-service engagements.
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 **.
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 | 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 | 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 | 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 | 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* | Designed to automatically create concise summaries of live chat conversations using generative AI. Summaries are generated in real time and appear during transfers between agents or at session close. |
| Agent assistance and productivity | Content assistant for interview authoring* | Can be used to automate the creation and deployment of branching interview questions, helping guide customers and agents to the right decision faster. Reduces the need for manual rule configuration. |
| Agent assistance and productivity | Support call summarization* | Designed to automatically create a call summary after an Oracle Fusion Cloud Service interview using generative AI. Can capture key details shared during the interaction and generates a draft summary directly in the user interface. |
| Field service optimization | Nearby work recommendations | Assesses a technician's workload, location, and availability to suggest nearby jobs that can be completed without disrupting the existing schedule. |
| Field service optimization | Predictive scheduling and routing | Applies predictive AI and machine learning to optimize field service scheduling. Automates real-time decisions in field operations by updating job assignments to help meet service goals, reduce SLA violations, and avoid scheduling conflicts. Can also recommend the best technician based on factors such as travel time, availability, skills, and job duration. |
| Field service optimization | Question answering for field resources* | Uses generative AI to help analyze user queries and surface relevant answers from the knowledgebase, enabling the automatic generation of a concise response that addresses the user’s question. Can also provide 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** | Designed to automatically generate draft work orders with prefilled attributes such as title, notes, and contact details to help bring speed and intelligence to field service operations. |
| Knowledge management | AI-generated service responses* | Can draft detailed responses to service requests in seconds using generative AI. Can pull from existing knowledge articles to create a tailored message. |
| Knowledge management | Content assistant for knowledge authoring* | Designed to draft knowledge articles from resolved service requests or external documents using generative AI. Can automatically generate a 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 a concise response that directly addresses the user’s question. |
| Knowledge management | Knowledge Insights Agent** | Designed to create 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* | Can provide concise, direct answers within knowledge search results using generative AI. |
| Service request and case management | Self-Service Chat Agent** | Can be deployed to handle customer inquiries through personalized responses and execute transactions across systems. Can verify identity, retrieve data, and guide customers through resolution with minimal human intervention. |
| 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 a concise response that addresses the user’s question and provides links to supporting articles. |
| Service request and case management | Service Request Creation Agent** | Uses AI to seamlessly 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. |
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 |
|---|---|---|
| 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. |
| 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 | Designed to identify the 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 | Content assistant for email authoring* | Creates on-brand email copy that’s aligned with the campaign’s tone and goals. |
| 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 or rewrites HTML for shared campaign components. |
| Content creation and optimization | Content assistant for SMS* | Crafts concise, impactful SMS messages that are aligned with the campaign’s tone and objectives. |
| Content creation and optimization | Subject line and push title optimization | Scores titles based on predicted performance from past data. |
| Content creation and optimization | Content assistant for subject line authoring* | Generates multiple subject line options based on the campaign’s tone, context, and brand voice. |
| 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 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 churning, 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, fostering 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 best price customers would be willing to pay, potentially maximizing revenue. |
| Personalization and next-best actions | Next best promotion | Uses a customer’s purchase history to predict the price they would be willing to pay, enabling personalized pricing that can boost conversion rates and average order value. |
| Personalization and next-best actions | Product and content recommendations | Uses AI to personalize content and product suggestions with the aim of increasing 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. |
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.
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.
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.
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.
The Oracle Fusion Sales add-in for Outlook helps boost productivity by providing all the customer account details you need all in one place.
Use generative AI to craft engaging emails for call scheduling, pricing proposals, sharing product details, and other common scenarios—all within the tools you already use.
Oracle Fusion Sales provides a comprehensive account overview including details about in-process orders, usage, and invoice status.
Quickly understand the customer relationship and how to best move forward.
A Sales Automation AI Agent can present you with alternative discount levels based on corporate margin targets, as well as the customer’s historical spend and current budget. This allows you to quickly create, optimize, and adjust your quote as needed.
A Sales Automation AI Agent can help generate a professional proposal document and accompanying email to send to the customer.
Once you send the message, the AI agent will automatically update the opportunity status in Fusion Sales.
Track the progress of a pending deal with real-time updates on your proposal status with the customer.
Use Oracle Fusion Cloud Order Management to check up on a customer order and make sure the provisioning and fulfillment are on track.
Using built-in AI agents and first-party customer data from across the Fusion suite, Fusion Sales can help you act fast and close deals quickly.
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.
