Oracle CloudWorld -- Oracle today announced the addition of generative AI-powered capabilities within Oracle Fusion Cloud Customer Experience (CX). Supported by the Oracle Cloud Infrastructure (OCI) generative AI service, the new capabilities are embedded in existing Oracle Fusion Service processes to optimize customer service delivery, improve productivity, and help organizations enhance the customer experience.
"To create outstanding customer experiences, CX professionals - and customers they engage with – need quick access to accurate information," said Rob Tarkoff, executive vice president and general manager, Oracle Cloud CX. "With the ability to summarize, author, and recommend content, generative AI has the potential to significantly enhance customer service engagements. The new capabilities in Oracle Cloud CX will help organizations resolve customer service issues quicker and more efficiently by increasing service agent and field technician productivity, optimizing self-service, and automating traditional tasks that are manual and time-consuming."
Built on OCI and leveraging its best-in-class AI services, the embedded generative AI capabilities within Oracle Cloud CX are designed to respect customers' enterprise data, privacy, and security. OCI hosts both prebuilt and custom models. With Oracle's generative AI service, no customer data is shared with LLM providers or seen by other customers or other third parties. In addition, an individual customer is the only entity allowed to use custom models trained on its data. Role-based security embedded directly into Oracle Fusion Service workflows helps to protect sensitive information about customers and only recommends content that service agents are entitled to view.
The new generative AI capabilities in Oracle Fusion Service bolster existing embedded AI capabilities already in use by thousands of users and will help to transform customer service agent and service stakeholder productivity by streamlining processes and automating content generation within a single integrated solution.