Oracle adds AI capabilities to its Fusion Cloud CX [Video]

The new capabilities are expected to take on offerings from rivals such as Salesforce, ServiceNow, and SAP.

Credit: IDG-Owned

Oracle is adding more AI capabilities to its Fusion Cloud CX that provides software for sales, marketing, and service teams across an enterprise, the company announced on Thursday.

The new capabilities, based on the company’s OCI Generative AI service, include generative AI-assisted answer generation, assisted scheduling for field service, opportunity quality scoring, and seller engagement recommendations.

The generative AI-assisted answer-generation capability is designed to ease the workload of service teams by generating contextually aware responses to customer questions.

Additionally, it can improve customer response times and free up service agents to deal with complex customer issues or scenarios, the company said.

The assisted scheduling for field service, released as part of this update, is designed to help field service technicians optimize their schedules by automatically recommending relevant jobs or tasks based on availability, location, skills, and …