Key Use cases for Oracle Generative AI for Customer Experience Optimisation

As Oracle adds more than 50 GenAI features to Fusion Cloud Apps Suite, customer experience (CX) stands as a pivotal factor in the success of any organization. Recognizing this, Oracle has continually evolved its Fusion Cloud CX platform to meet the evolving needs of businesses across industries.
Key Use cases for Oracle Generative AI for Customer Experience Optimisation

At the heart of Oracle Fusion Cloud CX lies GenAI, an advanced feature designed to streamline customer interactions and optimize engagement. Key use cases include:

  • Generate summaries of chat sessions between call centre representatives and customers in real-time. This functionality not only provides valuable insights into customer preferences and pain points but also significantly reduces the time and effort required to analyse vast amounts of data.
  • Assisted Content Creation for Interviews. Assisted content creation tools are revolutionizing the way customer support agents handle interviews. By leveraging AI algorithms, these tools provide agents with suggested responses and relevant information based on predefined templates and customer inputs. This empowers agents to deliver timely and accurate assistance, reducing response times and ensuring consistency in customer interactions.
  • Chat Agent Assistance. Live chat has become a preferred channel for customer support, and chat agent assistance tools are enhancing its effectiveness. Powered by AI-powered chatbots, these tools provide real-time support to customers, handling routine inquiries, answering frequently asked questions, and escalating complex issues to human agents when necessary. This automation improves efficiency, reduces wait times, and ensures consistent service quality.
  • Chat Summarization. Lengthy chat interactions can overwhelm agents, leading to delays in issue resolution. Chat summarization tools utilize natural language processing (NLP) techniques to analyse conversations and extract key information. By generating concise summaries of chat sessions, these tools help agents quickly understand the context, identify relevant issues, and provide appropriate solutions, resulting in faster query resolution and improved customer satisfaction.
  • Issue/SR Summarization: The volume of service requests and issues received by businesses can be overwhelming. Issue/SR summarization tools automatically analyse and summarize these requests, highlighting important details such as the issue's nature, customer preferences, and previous interactions. This enables faster triaging, prioritization, and resolution of issues, ultimately leading to enhanced service levels and customer satisfaction.
  • SLO and Campaign Text Generation. Setting Service Level Objectives (SLOs) and crafting compelling campaign texts are essential for effective communication with customers. AI-driven text generation tools assist businesses in creating SLOs and campaign texts by analysing historical data, market trends, and customer preferences. This enables businesses to communicate their service commitments and promotional offers effectively, driving customer engagement and loyalty.
  • Driving Marketing Success with Effortless Content Creation. The benefits of GenAI extend beyond sales processes to marketing departments, where professionals can leverage AI-generated content to enhance campaign effectiveness. By eliminating manual content creation tasks and enabling rapid iteration, marketers can focus on strategy and creativity, delivering campaigns that capture the attention of their audience and drive meaningful engagement. With GenAI, marketing teams can stay ahead of the competition and achieve their goals with greater efficiency than ever before.

As businesses strive to differentiate themselves in a crowded marketplace, the ability to deliver exceptional customer experiences has never been more critical. With Oracle Fusion Cloud CX and the revolutionary capabilities of GenAI, organisations can elevate their CX strategy to new heights, driving customer satisfaction, loyalty, and business growth.

By embracing AI-powered innovation, businesses can unlock new opportunities and stay ahead of the curve in today's digital-first world. Speak with Kyte Consulting on identifying the most relevant Oracle Gen AI use cases for your organisation.

Author: Anita Parer

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