September 23, 2023: Oracle has rolled out new generative AI tools to improve customer service. This announcement was made at Oracle CloudWorld 2023 in Las Vegas. The AI tech is part of Oracle Fusion Cloud Customer Experience (CX), a suite of tools used by businesses to manage customer relations.
Oracle states these new AI features strongly focus on data privacy and security.
That means the tools are built to keep customers’ data safe. The features are part of Oracle Cloud Infrastructure, which is known for its secure hosting.
Rob Tarkoff, a top executive at Oracle Cloud CX, said, “These AI powered tools will speed up customer service. They make work easier for service agents and tech people in the field. They can also help customers fix problems themselves.”
The AI tech has many features. One is called Assisted Agent Responses. This helps customer service agents reply faster by drafting initial answers that can be reviewed before sending.
Another feature, Assisted Knowledge Articles, helps create content for new problems so that agents can solve them quickly. There’s also Search Augmentation that helps both agents and customers find answers faster.
Two other features, Customer Engagement Summaries, and Assisted Guidance Authoring, help in making detailed notes and guidelines for solving issues.
Finally, Field Service Recommendations give tech people in the field quick access to how-to guides.
Aly Pinder from IDC, a research firm, said, “Many businesses find it hard to get good customer service people.
That’s why these new AI tools from Oracle are great. They help solve problems faster and meet customer needs.”
Oracle ensures that all these AI features are secure. They follow strict data protection rules, so third parties do not share or see customer information.
Also, Oracle’s service workflows have built-in roles that ensure only allowed agents can see certain information.
