Oracle announced the addition of several pre-built AI agents to its Fusion Cloud CX platform to automate key customer experience functions across marketing, sales, and service. The marketing agents focus on better targeting and personalization by analyzing customer potential and group definitions, while sales agents provide insights for deal management, quote assistance, and product recommendations to accelerate deal closure. Service agents automate ticket triage, self-service, service request generation, clustering, and escalation predictions to improve service responsiveness and reduce manual workloads.
This set of AI agents is task-oriented and role-based, designed specifically for CX workflows rather than being a general-purpose AI platform. This pragmatic approach allows Oracle to differentiate from competitors like Salesforce and Microsoft, who pursue broader agent platforms. While this embedded AI does not represent a new agentic AI paradigm, it advances predictive and automation capabilities in enterprise CX management.
Oracle also offers a separate AI Agent Studio for custom agent development, with most pre-built agents officially launching within the next six months. Experts note that the absence of incremental cost and integration within existing applications may boost CIOs’ interest for trials, representing a strategic move addressing buyer fatigue over pilot projects without real results. Overall, Oracle’s enhancements signal a maturation of AI-driven CX automation focused on delivering tangible business value through practical AI application integration.
👉 Pročitaj original: CIO Magazine
