Oracle has recently announced the introduction of new AI-powered features in Oracle Fusion Cloud Service and Oracle Fusion Cloud Field Service, aimed at enhancing the productivity of service teams, improving customer issue understanding, and providing more effective customer service.
These latest updates are designed to boost customer satisfaction by automatically identifying customer issues, offering recommendations for actions, streamlining issue resolution, and enhancing first-time fix rates. Jeff Wartgow, VP of Oracle Service, emphasized the importance of efficiency in delivering exceptional customer care, stating that every second saved contributes to a better customer experience and increased loyalty.
The addition of AI-powered insights, authoring, and recommendations across the service lifecycle by Oracle aims to help organizations deliver service that enhances the overall customer experience. Oracle Service and Oracle Field Service are integral parts of Oracle Fusion Cloud Customer Experience (CX), a suite of applications that assist organizations in managing customer relationships effectively.
New capabilities include an automated service agent that helps service teams quickly grasp customer service requests and reduce resolution time. The call and chat summarization feature aids service representatives in saving time and improving accuracy during customer interactions. Additionally, the field service knowledge search augmentation tool helps technicians address customer issues promptly and accurately, reducing the need for repeat visits.
Aly Pinder, research vice president at IDC, highlighted the significance of leveraging AI to enhance service efficiency and create more meaningful customer interactions. He commended Oracle’s new AI-powered service capabilities for improving responsiveness, quality, and the overall customer experience.
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