Oracle’s new AI agents connect marketing, sales, service, finance and more, giving them a view across the enterprise.
Oracle introduced new AI agents within Oracle Fusion Cloud Customer Experience (CX) today that it says will help customer experience and revenue teams move faster and make better decisions.
Oracle’s new AI agents are embedded within marketing, sales and service processes to increase operational efficiency and build lasting customer relationships by automating processes and analyzing connected data, the company said.
Oracle’s approach to agentic AI differs from that of Salesforce, which is focusing its agentic AI strategy on Agentforce. Oracle is building AI agents into its Oracle Fusion Applications at no additional cost.
The Oracle agents are built in the same unified data model and sit on top of the same common infrastructure as the Fusion applications, which, in addition to CX, include Oracle Fusion Cloud ERP, Human Capital Management (HCM) and Supply Chain & Manufacturing (SCM).
That means Oracle’s agents access data from across the enterprise, not just the CRM.
“We think CX flows across the entire enterprise, demand to execution, and maybe even revenue recognition,” Katrina Gosek, vice president, Oracle Customer Experience, product and marketing strategy, told MarTech. “Across sales, marketing and service, but then all the way back to finance, inventory, logistics, supply chain and contracts.”
That means new possibilities for markets working with access to more information.
“Marketers typically haven’t thought about leveraging finance data or contract data or inventory data,” Gospel said. “What if you wanted to run a campaign that focused on high-margin products to improve the ROI of this campaign?”
Oracle’s customer base includes numerous large, global, matrixed organizations with multiple business units. “For them, AI hits a ceiling if it’s only CRM first,” Gosek said.
The new Oracle AI agents
The new AI agents within Oracle Fusion Cloud Customer Experience include:
Marketing agents
- Account Product Fit Agent: Helps marketers prioritize customers who are most likely to make a purchase.
- Buying Group Definition Agent: Helps marketers personalize strategies more effectively by persona.
- Model Qualification Agent: Helps marketers target and personalize content more accurately.
Email personalization with an Oracle AI agent. Source: Oracle.
Sales agents
- Deal Advisor Agent: Helps sellers source subject matter expertise to close deals faster.
- Quote Assistant Agent: Helps sellers close more deals faster by providing quick and actionable answers for their proposal.
- Product Recommendations Agent: Helps sellers identify cross-sell and upsell opportunities.
- Quote Summaries Agent: Helps sellers quickly understand the key aspects of a deal.
- Contract Advisor Agent: Helps sellers quickly understand contract documents.
- Lead Advisor Agent: Helps sellers rapidly understand the key elements of a lead.
Service agents
- Triage Agent: Helps service representatives improve resolution times and handle higher volumes of service requests.
- Self-Service Agent: Helps service representatives save time and focus on higher-value issues.
- Service Request Creation Agent: Helps service representatives respond to requests faster and with greater context.
- Work Order Agent: Helps field service organizations execute faster dispatch and resolve requests on the first visit.
- Service Request Clustering Agent: Helps service representatives improve productivity and accelerate resolution times.
- Escalation Prediction Agent: Helps service representatives proactively identify service requests that are at risk of being escalated. The agent can analyze customer sentiment based on the attributes of the request and predict which service requests are likely to be escalated.
Oracle’s experience with AI agents in GTM
Gosek said Oracle is starting to use its own agents internally to improve how it goes to market, and, so far, precision has been a key result.
Marketers at Oracle can more precisely engage with customers, and they can deliver information to sales to help them engage in more meaningful ways, Gosek said.
“We’ve gone from this model of marketing for marketing’s sake, like we’re going to do five webinars this quarter and we’re going to target these industries,” Gosek said, “to looking at what customers need and put recommendations out to the sales team on how to interact in a better way.”
In the past, Gosek’s team was trying to acquire a target of 500 companies. Now, they can focus on having a couple dozen substantial interactions with customers, where they know what to recommend and how to communicate effectively with them.
“Precision has become the new currency, as opposed to volume,” she said.
The post Oracle debuts AI agents for CX and revenue teams appeared first on MarTech.
About the author
Mike Pastore is the Head of Content & Media at Third Door Media, the publisher of the Martech and Search Engine Land websites and the producer of the SMX and MarTech Conferences. In nearly three decades in B2B marketing, Mike has worked as an editor, writer, and marketer. He first wrote about marketing in 1998 for internet.com (later Jupitermedia). He then worked with marketers at some of the best-known brands in B2B tech, creating content for marketing campaigns at both Jupitermedia and QuinStreet. Prior to joining Third Door Media as the Editorial Director of the MarTech website, he led demand generation at B2B media company TechnologyAdvice.
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