Oracle's Fusion Cloud Service and Fusion Cloud Field Service products now include a number of new AI-powered features designed to help companies provide better customer experiences at every stage of the customer lifecycle.

Through action recommendations and process optimization, the AI-powered workflow capabilities seek to automatically identify customer issues and improve resolution times.

By automatically recognizing client complaints, suggesting actions, expediting resolution, and raising first-time fix rates, the most recent upgrades aim to increase customer happiness. Call and chat summarization, field service knowledge search augmentation, and an automated service agent are some of the new features.

The Oracle Fusion Cloud Client Experience (CX) portfolio of apps, which includes Oracle Service and Oracle Field Service, assists businesses in establishing, maintaining, serving, and cultivating enduring client connections. Oracle Cloud CX enables businesses to link marketing, sales, and service workflows and data so that every customer interaction counts.

Vice president of Oracle Services Jeff Wartgow stated that service teams were expected to provide constant, on-demand, round-the-clock customer support and that every minute saved in this setting improved the customer experience and increased loyalty. With these new features, Oracle is enabling organizations to more effectively provide service that improves the customer experience overall by bringing AI-powered insights, writing, and recommendations across the service lifecycle.

According to Aly Pinder, research vice president at IDC, it's critical for businesses to embrace AI in order to increase service efficiency and free up personnel to concentrate on developing deeper connections with customers. Oracle's new AI-driven service capabilities will assist businesses in improving customer satisfaction, quality, and responsiveness.