Home technology oracle Oracle Aims for Fully Automated Customer Care
Oracle
CIO Bulletin
2024-10-11
Oracle announces some ambitious AI enabled capabilities for Fusion Cloud Service that includes automating the full customer service lifecycle with no additional cost.
Recently, Jeff Wartgow, who serves as the Vice President of Product Management for CX Service at Oracle, spoke about the company’s goal for “perpetual automation” in the area of customer services. It consists of four levels that include self-service empowered by conversational AI, human activity enhanced with the help of artificial intelligence, service process components being automated, and finally building up all of these into service execution not needing any human involvement whatsoever.
As he pointed out, the developments in A.I. made by Oracle will not be charged upon the users. “We want service costs for our customers to come down and not go up,” he said.
The Automated Service Agent, which is aimed at helping service agents as it allows resolving issues faster through utilizing customer history and other internal data, is one of the new features that have been rolled out. In addition, the new AI will be used to provide new capabilities of call and chat summarization to improve customer interaction.
But he also accepted that complete automation is still not realistic as experienced agents are needed to approve whatever the system generated recommendation was. “You’re still going to need a trained field service agent,” he added, stressing the fact that in many cases there are things that cannot be left to machines.
As customer care is transformed with AI adoption and innovation, the measures being embraced by Oracle represent a radical transformation in customer engagement with brand promise improving not only operational efficiencies but also enhancing the overall experience of the consumer.
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