In a bid to transform customer service delivery and elevate the overall customer experience, Oracle has introduced cutting-edge Generative AI features within Oracle Fusion Cloud Customer Experience (CX). This significant announcement was made at Oracle CloudWorld 2023 in Las Vegas.
Empowering Customer Service Excellence
Customer service is a cornerstone of business success, and Oracle recognizes its paramount importance. The integration of Generative AI-powered capabilities aims to empower service agents, field technicians, and customers alike in resolving issues swiftly and efficiently. These enhancements are poised to boost productivity and streamline customer interactions, all while maintaining the highest standards of data security, privacy, and respect for enterprise data.
Rob Tarkoff, Executive Vice President and General Manager of Oracle Cloud CX, emphasized the potential of generative AI to enhance customer service engagements. He highlighted the key benefits of the new capabilities in Oracle Cloud CX, including accelerated issue resolution, enhanced agent and technician productivity, improved self-service options, and the automation of labor-intensive manual tasks.
Key Generative AI Features
Oracle’s newly integrated Generative AI boasts a range of capabilities designed to drive efficiency and effectiveness in customer service:
- Assisted Agent Responses: Boosts service agent productivity by assisting in drafting initial responses based on service interaction history.
- Assisted Knowledge Articles: Streamlines knowledge base content creation, enabling rapid development of articles for emerging service issues.
- Search Augmentation: Enhances access to quick answers by integrating short-form responses into search and chat functions.
- Customer Engagement Summaries: Generates summaries of key information in service requests to improve agent and administrator productivity.
- Assisted Guidance Authoring: Facilitates the creation and updating of guides for service agents, ensuring a consistent approach to problem-solving.
- Field Service Recommendations: Provides field service technicians with quick access to relevant instructional content to enhance efficiency.
Accelerating Issue Resolution and Enhancing CX
Aly Pinder, Research Vice President at IDC, emphasized the challenges faced by organizations in fulfilling traditional customer service roles. He underscored the importance of automation, digital assistants, and self-service channels in meeting evolving customer expectations. With Oracle’s latest advancements in Oracle Cloud CX, organizations can leverage Generative AI to swiftly address issues and elevate the customer experience across service agent, field technician, and self-service interactions.
Security and Privacy at the Forefront
Oracle’s Generative AI capabilities, hosted on the Oracle Cloud Infrastructure (OCI), adhere to robust security and privacy policies. Customer data remains confidential and is not shared with external parties or LLM (Large Language Model) providers. Custom models trained on customer data are exclusively accessible by the respective customer. Role-based security within Oracle Fusion Service workflows safeguards sensitive information and ensures that service agents can only access relevant content.
Oracle’s commitment to data security and privacy underscores its dedication to delivering innovative solutions while prioritizing the protection of sensitive customer information.
