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PRNewswire 9-Oct-2024 8:00 AM
New AI-powered capabilities increase service efficiency, reduce time-to-resolution, and improve the customer experience
AUSTIN, Texas, Oct. 9, 2024 /PRNewswire/ -- Oracle today announced new AI-powered capabilities within Oracle Fusion Cloud Service and Oracle Fusion Cloud Field Service that help service teams increase productivity, better understand customer issues, and serve their customers more effectively. The latest updates improve customer satisfaction by automatically identifying customer issues, recommending actions, streamlining resolution, and improving first-time fix rates.
"Service teams are expected to deliver consistent, on-demand, around-the-clock customer care and in this environment, every second of time saved helps improve the experience and build loyalty," said Jeff Wartgow, vice president, Oracle Service. "With these new capabilities, Oracle is adding AI-powered insights, authoring, and recommendations across the service lifecycle to help organizations more efficiently deliver service that elevates the entire customer experience."
Oracle Service and Oracle Field Service are a part of Oracle Fusion Cloud Customer Experience (CX), a connected suite of applications that helps organizations create, manage, serve, and nurture lasting customer relationships. Built with embedded AI and leveraging contextual service data, Oracle helps organizations automate the full customer service lifecycle. New capabilities include:
"To improve service efficiency and allow service teams to focus on creating more meaningful customer interactions, it's important for organizations to lean into AI," said Aly Pinder, research vice president, IDC. "Oracle's new AI-powered service capabilities will help organizations increase responsiveness, quality, and the overall customer experience."
Part of Oracle Fusion Cloud Applications Suite, Oracle Cloud CX helps organizations connect data and workflows across marketing, sales, and service to make every customer interaction matter. To learn how Oracle Cloud CX can help your organization improve the customer experience and build brand loyalty, please visit: oracle.com/cx
About Oracle
Oracle offers integrated suites of applications plus secure, autonomous infrastructure in the Oracle Cloud. For more information about Oracle (NYSE:ORCL), please visit us at www.oracle.com.
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SOURCE Oracle