Oracle has announced six new GenAI-powered tools for its Oracle Fusion Service solution.
The enterprise tech giant made the announcement during this week’s Oracle CloudWorld.
Fusion Service is a CRM for contact center teams. It makes up one-fourth of Oracle’s Fusion Cloud Customer Experience offering – alongside its Sales, Marketing, and Commerce CRMs.
Already, it contains many of the solutions that contact centers need to engage with customers, solve their queries, and gather vital experience data.
Yet, it is seizing the generative AI wave to launch many more features that’ll bolster the offering for its contact center customers.
Some mirror features already offered by rival contact center and CRM vendors – such as assisted agent responses.
Yet, there are also more novel innovations, including an assisted guidance solution, which uncovers the essential steps to answering particular customer queries.
Giving an overview of the six new contact center GenAI features, Rob Tarkoff, EVP and GM of Oracle Cloud CX, stated:
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.
Moreover, Oracle notes that it has built each capability on its Oracle Cloud Infrastructure (OCI) platform, which hosts many pre-built and custom LLM models.
As such, the vendor will likely have handpicked the best-placed model for each use case, not necessarily relying on one LLM – like ChatGPT, Bard, or Anthropic - for all its CRM innovation.
Oracles’s Six New GenAI-Fueled Features for Contact Centers
Each new capability aims to increase agent and supervisor productivity by streamlining processes and automating content generation.
Some may also supplement existing AI innovations within the Oracle Fusion Service platform.
Yet, Oracle underlines how each is secure, with role-based security embedded into the CRM’s workflows, protecting sensitive information and only recommending content agents have permission to view.
With that underscored, here are Oracle’s six GenAI-fueled contact center innovations.
1. Assisted Agent Responses
This capability helps agents write responses to customer queries across digital engagement channels.
It does so by unmasking the contact reason, factoring in customer context for personalization, and drafting up an initial response that pulls from various knowledge sources.
Agents may then review that draft, tweak it, and send it to the customer, keeping a live agent in the loop and saving them lots of time when responding to high-volume customer queries.
2. Assisted Knowledge Articles
This tool hinges again on the ability of generative AI to understand customer intent.
In doing so, it creates knowledge articles to help agents resolve emerging customer queries that the contact center has not yet manually added to the knowledge base.
To develop these articles, the solution analyzes how agents have successfully navigated the first wave of these contacts.
Contact center coaches and high-performing agents may then review, edit, and publish the knowledge articles.
The existing agent-assist tools within Fusion Service may then present these to agents as they navigate tricky customer contacts.
3. Search Augmentation
As the name suggests, this capability augments various Oracle Fusion Service search functions with generative AI.
In doing so, it provides auto-generated answers to queries typed into various applications.
For instance, consider the native knowledge base: Fusion Knowledge Management.
When an agent is struggling to answer the query, they may type it into the app’s search bar. The search function will then pick from relevant knowledge articles and other indexed respiratory documents to share possible solutions.
Oracle has also added this search augmentation feature to its Digital Assistant, with customer-facing use cases.
