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Oracle has introduced role-based AI agents embedded within Oracle Fusion Cloud Applications to empower customer experience leaders in marketing, sales, and service. These agents, running on Oracle Cloud Infrastructure at no additional cost, automate workflows and analyze connected data to enhance operational efficiency, personalize interactions, and foster lasting customer relationships, ultimately unlocking new revenue streams.
The new marketing agents streamline lead prioritization and personalization. The Account Product Fit Agent uses Ideal Customer Profile data, predictive scoring, and engagement signals to identify purchase-ready customers. The Buying Group Definition Agent employs title-mapping algorithms to define personas by industry and product roles, enabling tailored strategies. The Model Qualification Agent recommends optimal audiences via predictive models and validates data criteria, ensuring accurate content targeting and higher conversion rates.
Sales agents provide real-time support to close deals faster and uncover opportunities. The Deal Advisor Agent surfaces expert resources like product overviews, solution guides, and customer references for informed proposals. The Quote Assistant Agent answers deal-specific queries to expedite quoting, while the Product Recommendations Agent analyzes history and preferences for cross-sell and upsell suggestions. Additional tools, including the Quote Summaries Agent for quick deal overviews, Contract Advisor Agent for obligation summaries, and Lead Advisor Agent for behavioral insights with next-best actions, equip sellers with comprehensive guidance.
Service agents optimize resolution times and proactive support. The Triage Agent analyzes requests by product, severity, and sentiment to prioritize tickets effectively. The Self-Service Agent delivers step-by-step guidance through portals and apps, freeing representatives for complex issues. The Service Request Creation Agent converts chats, calls, and emails into structured requests, while the Work Order Agent auto-generates drafts with pre-filled details for field technicians. The Service Request Clustering Agent identifies recurring problems to eliminate duplicates, and the Escalation Prediction Agent forecasts risks based on sentiment analysis.
As Chris Leone, executive vice president of Applications Development at Oracle, stated: "AI agents are transforming customer engagements from reactive, manual, and cumbersome processes into highly valuable and proactive strategies that enable organizations to scale quality experiences to win more business and keep customers happy. The new AI agents in Oracle Fusion Applications help CX leaders deliver personalized support, deepen customer loyalty, and unlock new revenue opportunities with intelligent insights and agentic automation."
These agents are natively woven into Fusion Cloud Customer Experience workflows, leveraging connected data for smarter decisions without disrupting existing processes.
Oracle's AI agents in Fusion Cloud Applications represent a leap in customer experience management, shifting from fragmented tools to embedded intelligence that drives revenue and loyalty. By automating routine tasks and surfacing actionable insights, they enable CX leaders to focus on strategic growth, ensuring scalable, personalized interactions that meet evolving business demands.
Oracle Fusion Cloud Applications provide an integrated suite of AI-powered cloud applications that enable organizations to execute faster, make smarter decisions, and lower costs. Oracle Fusion Applications include:
Oracle Fusion Cloud Enterprise Resource Planning (ERP): Provides a comprehensive suite of AI-powered finance and operations applications that help organizations increase productivity, reduce costs, expand insights, improve decision-making, and enhance controls. Oracle Fusion Cloud Human Capital Management (HCM): Provides a unified AI-powered HR platform that connects all people-related processes and data to help organizations automate tasks throughout the employee lifecycle, improve the employee experience, and give HR leaders actionable workforce insights. Oracle Fusion Cloud Supply Chain & Manufacturing (SCM): Provides a unified AI-powered platform that integrates supply chain and operations processes and helps organizations enhance resilience and quickly adapt to market changes. Oracle Fusion Cloud Customer Experience (CX): Provides a suite of AI-powered applications that helps organizations manage marketing, sales, and service processes to win business, build stronger customer relationships, and improve customer experiences. To learn more about Oracle Fusion Applications, visit oracle.com/applications
Oracle offers integrated suites of applications plus secure, autonomous infrastructure in the Oracle Cloud.
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