Oracle Rolls Out CX-Centric AI Agents
Oracle has released a suite of generative AI “agents” across its Fusion Cloud Applications to automate sales, marketing, and service workflows. The agents are designed to handle tasks like campaign design and performance tracking, reflecting a market shift from standalone AI tools to integrated, end-to-end systems for customer experience.
- The new suite includes 16 AI agents specifically for customer experience (CX) and 13 for supply chain management (SCM), which are available at no extra cost within Oracle Fusion Applications. - For marketing teams, the "Program Planning Agent" helps define campaign goals and narratives, while the "Buying Group Agent" assists in more efficient targeting of B2B customer teams. - Sales-focused agents include the "Contact Insights Agent" for outreach planning and a "Quote Generation Agent" that analyzes documents like emails and drawings to speed up the creation of product recommendations and pricing. - Customer service is enhanced through agents like the "Customer Self-Service Agent," which allows customers to find answers and create tickets independently, and the "Attachment Processing Agent," which summarizes data from files to resolve service requests faster. - Beyond the pre-built options, Oracle has also launched AI Agent Studio for Fusion Applications, a platform that enables customers and partners to create, test, and deploy their own custom AI agents. - The development of these agents was influenced by internal hackathons, which have become more competitive and productive with the advent of generative AI, according to Rob Pinkerton, Oracle's SVP for CX product business. - These new capabilities are built upon Oracle's Digital Assistant, which utilizes natural language processing and machine learning to understand conversational context and intent. - In the competitive landscape, Oracle's Digital Assistant holds a 28% enterprise market share, with an annual AI platform investment of $2.8 billion, compared to competitors like Microsoft's Power Virtual Agents and Google's Dialogflow CX.
