Oracle has updated Oracle Fusion Cloud Service and Oracle Fusion Cloud Field Service with new AI-powered capabilities to raise service teams’ productivity, serve customers more effectively, and understand their issues.
The new updates will help users automate the full customer service lifecycle and include:
Automated service agents: These will assist service teams in understanding customer service requests and reducing time to resolution through service-related task reviews based on customer history and context.
Field service knowledge search augmentation: This will help field service technicians fix customer issues faster and more accurately, reducing repeat visits. It uses large language models (LLMs) and semantic search capabilities that understand natural language queries.
Call and chat summarization: The feature will help service representatives to save time and improve accuracy while assisting customers through new summarization capabilities that use generative artificial intelligence (AI) to transcribe conversations with customers and produce an accurate summary of the call.
Big Red’s updates to Fusion Cloud will also use generative AI to help service agents develop and deliver actionable plans with recommended next steps and guide customers and field service agents on using articles and other sources.
Jeff Wartgow, vice president of Oracle Service, said, “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.”
He added that Oracle has added AI-powered insights, authoring, and recommendations across the service lifecycle with these new capabilities, which will help firms deliver service and customer experience more effectively and efficiently.
Oracle Service and Oracle Field Service are part of Oracle Fusion Cloud Customer Experience (CX), a connected suite of applications that helps organizations manage customer relationships.
