Digital Smiles
Oracle has announced a wide range of product innovations and improvements in the Oracle Fusion Cloud Customer Experience platform. For marketers, the new Guided Campaigns feature builds on existing Fusion developments to streamline the workflow between marketing and sales, as well as introducing generative AI capabilities for Oracle Fusion Cloud Service.
Guided Campaigns is designed to direct marketers through a step-by-step process to generate automatically qualified leads and deliver them to sales as conversation-ready opportunities. Features such as Targeting Account, Multi-Step Nurturing, Simple Campaigns and Event Promotion provide marketers with guidance on how to create effective campaigns and leverage audience segments. According to Rob Pinkerton, Oracle SVP, these tools can help marketers become more efficient and focused on customer experience and revenue growth.
Oracle is also offering a series of innovations to optimise customer service and improve agent productivity, leveraging its own generative AI capabilities within Oracle Cloud Infrastructure. Assisted Agent Responses and Assisted Knowledge Articles can help agents to quickly and accurately respond to customer requests, draft customer engagement summaries, and provide instructional content for field service agents.
Rob Tarkoff, EVP and general manager of CX, said that Oracle has always taken the approach that AI and machine learning are built into all of its applications, rather than having an extra layer of AI. This is in contrast to Adobe and Salesforce, who have both been vocal about their genAI capabilities at recent conferences. Oracle has now joined in, although it still does not have a catchy name for its AI capabilities.
Originally reported by Martech: https://martech.org/oracle-announces-guided-campaigns-and-boosts-customer-service-with-genai/
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