Singapore – Oracle has introduced role-based AI agents within Oracle Fusion Cloud Applications to help customer experience (CX) leaders identify new revenue opportunities.
These agents are embedded within marketing, sales, and service workflows to improve operational efficiency and support the development of stronger customer relationships through process automation and connected data analysis.
Built on Oracle Cloud Infrastructure, the AI agents are prebuilt, natively integrated within Oracle Fusion Applications, and available at no additional cost. Operating within existing business workflows, they are designed to enable faster operations and support informed decision-making.
“The new AI agents in Oracle Fusion Applications help CX leaders deliver personalised support, deepen customer loyalty, and unlock new revenue opportunities with intelligent insights and agentic automation,” Chris Leone, executive vice president of applications development at Oracle, explained.
He added, “AI agents are transforming customer engagements from reactive, manual, and cumbersome processes into highly valuable and proactive strategies that enable organisations to scale quality experiences and keep customers happy.”
In marketing, the AI agents assist in prioritising customers most likely to purchase, identifying relevant industry and product-buying roles, and targeting the most suitable audience using predictive models.
For sales teams, the agents provide access to expert guidance, streamline proposal and quoting processes, identify cross-sell and upsell opportunities, summarise key deal and contract information, and analyse leads to suggest next-best actions.
In service operations, the agents support faster resolution times by analysing and prioritising requests, converting customer interactions into actionable service tasks, providing self-service guidance, generating pre-filled work orders for field technicians, identifying recurring issues, and predicting which requests may require escalation.
The integration of these AI agents is intended to enable CX teams to deliver more efficient, personalised, and proactive customer experiences across marketing, sales, and service functions, while helping organisations scale operations and unlock new revenue potential.
