Oracle has taken a significant step by integrating role-based AI agents within its Oracle Fusion Cloud applications, focusing on improving the customer experience (CX). This initiative promises process automation, connected data analysis, and the generation of new revenue opportunities, enabling teams to work without leaving their usual workflows.
These agents, which operate in Oracle Cloud Infrastructure (OCI), are preintegrated and are included at no additional cost. They function as co-pilots in existing processes, which prevents users from having to switch applications. Chris Leone, Executive Vice President of Applications Development at Oracle, noted that these agents are transforming customer engagement by facilitating better experiences and generating more business.
A role-based AI agent is a specialized assistant for marketing, sales, or customer service. These are not generic chatbots; they operate on connected data and take actions within Fusion CX, ensuring less friction for the user and more consistency in operation.
### Innovations in Marketing, Sales and Service
Oracle has introduced marketing agents that prioritize accounts, personalize at the individual level, and deliver content more effectively. In sales, agents help close deals, streamline quotes, and recommend products to improve cross-sell and upsell opportunities. For the service area, agents offer intelligent triage, self-service, and automatic preparation of work orders.
Each of these agents is designed to solve specific problems, such as the Triage Agent that improves resolution times or the Deal Advisor Agent that facilitates deal closures with expert knowledge.
### Advantages for IT and Key Considerations
Oracle emphasizes that its agents are pre-integrated, adhere to governance and the established permissions, and enable centralized maintenance from the suite. This reduces the risk of opaque integrations, facilitating observability and auditing.
However, the quality of data and metrics is fundamental to maximize the results of these agents. The company recommends evaluating criteria such as data quality, policy controls, and impact measurement.
### Perspectives and Conclusions
The agents introduced by Oracle offer specific advantages for different roles and processes, promising significant improvements in efficiency and revenue generation. The integration of these into Oracle Fusion Cloud seeks to eliminate the need for additional applications, thereby centralizing the business processes.
These agents not only transform the internal operations of marketing, sales, and service, but also seek to create a tangible impact on the customer experience and on business results. Oracle's vision is clear: an integrated and specialized AI that provides direct value to the day-to-day operations of organizations.
More information and references in Cloud News.
