Oracle has announced new role-based AI agents within Oracle Fusion Cloud Applications to help customer experience (CX) leaders unlock new revenue opportunities. The AI agents are embedded across marketing, sales, and service functions to automate processes, analyze connected data, and enhance customer engagement and decision-making.
“AI agents are transforming customer engagements from reactive, manual processes into proactive, scalable strategies that help organizations deliver personalized experiences and drive growth,” said Chris Leone, Executive Vice President, Applications Development, Oracle. “The new AI agents in Oracle Fusion Applications enable CX leaders to enhance customer loyalty and uncover new business opportunities with intelligent insights and automation.”
Running on Oracle Cloud Infrastructure (OCI), the AI agents are prebuilt and natively integrated within Oracle Fusion Applications at no additional cost. They are designed to help users operate more efficiently within existing workflows across key business functions.
Within marketing, the AI agents assist teams in identifying and prioritizing customers most likely to make a purchase by analyzing predictive data and engagement signals. They also help define target buying groups and recommend audience segments to improve campaign precision and personalization.
In sales, the agents enable faster deal closures by surfacing expert guidance, streamlining quoting, and offering quick, data-driven responses. They can recommend cross-sell and upsell opportunities, generate concise deal summaries, and even review contracts to highlight key terms and obligations. For lead management, the agents deliver relevant insights and next-best-action recommendations to improve conversion rates.
For service operations, the agents enhance productivity and customer satisfaction by analyzing service requests, prioritizing tickets, and predicting potential escalations. They automate ticket creation from customer interactions, assist with self-service guidance, and prepare work orders complete with prefilled details for technicians. Additionally, they can identify recurring issues by clustering similar requests to reduce duplication and improve resolution times.
