Oracle Launches Innovative AI Agents to Enhance Customer Experience in Marketing, Sales, and Service

New Tools Aim to Streamline Operations and Address User Pain Points

Features Include Targeted Marketing, Efficient Sales Insights, and Self-Service Solutions

Accelerated Innovation Driven by Customer Feedback and Internal Hackathons

Custom AI Agent Development through Oracle’s AI Agent Studio

Unlocking the Future: Oracle’s New AI Agents for Enhanced Customer Experience

Oracle has taken a remarkable leap in customer experience (CX) by unveiling a new suite of AI agents aimed at revolutionizing marketing, sales, and service functionalities. Building on a foundation set last fall, these innovative agents are designed to alleviate pain points in everyday workflows, allowing organizations to strategize, streamline, and succeed like never before.

A Closer Look at the New AI Agents

Marketing Agents

1. Program Planning Agent: This intelligent agent helps define the goals, target audience, and core narratives for marketing campaigns, setting users on a clear path to success.

2. Program Brief Agent: Summarizing a campaign’s objectives, target audiences, messages, and recommended tactics, this agent offers marketers a concise overview to enhance decision-making.

3. Buying Group Agent: Particularly beneficial in B2B settings, this agent facilitates targeted outreach to buying groups, ensuring coordinated sales efforts resonate with the customer’s decision-making team.

Sales Agents

1. Contact Insights Agent: By surfacing crucial insights about individuals within an account, this agent simplifies outreach planning, enabling sales professionals to engage effectively.

2. Quote Generation Agent: This agent analyzes various documents—like emails and specifications—to expedite the process of recommending product configurations based on current price schedules.

3. Renewal Agent: When it’s time to renew subscriptions or orders, this agent provides briefs that assess product usage, profitability insights, and upsell recommendations.

Service Agents

1. Customer Self-Service Agent: Empowering customers to address their own queries, this agent creates tickets and escalates requests to human representatives when necessary.

2. Attachment Processing Agent: By summarizing data from file attachments, this agent accelerates service request resolutions, enhancing efficiency in contact center operations.

3. Field Service Agents:

   • Start-of-Day Agent: Summarizes technician assignments for optimal starting points.
   • Work Order Scheduling Agent: Crafts a daily plan to ensure efficient service delivery.

Oracle ensures that users can create, test, deploy, and manage custom AI agents through its AI Agent Studio for Fusion Cloud Applications, offering unparalleled flexibility and innovation.

Task-Oriented Agents: A Strategic Focus

According to Rob Pinkerton, Senior Vice President for Oracle’s CX product business, the selection of tasks for AI agents stems from meticulous customer behavior analysis. By identifying pain points and leveraging ideas generated during internal hackathons, Oracle manages to innovate rapidly and effectively.

"These agentic hackathons are different," Pinkerton remarked. "They receive more submissions and produce real products in a shorter timeframe. If you win the hackathon, you get shipped quicker—development cycles feel faster."

The Power of Generative AI

Rebecca Wettemann, founder of Valoir, highlights Oracle’s advantage: its customers typically have well-structured data on the Oracle cloud, which allows for the creation of targeted task-based agents. This approach ensures that time-consuming tasks—like content creation for marketers and quote generation for sales teams—are streamlined.

"Generative AI is essential for automating content generation," Wettemann stated. While the creative aspect remains intact, AI enables professionals to focus on refining drafts rather than wrestling with the content creation process.

Conclusion

Oracle’s latest suite of AI agents is not just an incremental improvement; it represents a substantial leap forward in customer experience management. By harnessing the power of generative AI and a task-oriented approach, Oracle is poised to transform marketing, sales, and service functions across industries. As organizations increasingly rely on these innovative tools, they will unlock new levels of efficiency and effectiveness in customer engagement.

Stay tuned for more updates on AI advancements in customer experience, and don’t hesitate to explore how these powerful tools can benefit your organization!