Oracle AI for Customer Experience (CX)

Oracle AI for CX is a collection of traditional and generative AI capabilities that help marketing, sales, and service teams enhance operational efficiency and revolutionize how they connect with their customers. Optimize your engagement strategies, anticipate customer needs, and deliver personalized support while allowing technology to perform low-value tasks—freeing your teams to focus on growing your business and delighting your customers.

Maximizing the Potential of Your Enterprise Data and AI with Oracle CX

Learn how Oracle helps companies extract more value from enterprise data by using AI to accelerate and elevate every aspect of customer experience (CX).

Explore AI capabilities for Customer Experience

Predictive lead and account scoring

Improve sales and marketing alignment by using machine learning to predict which leads and accounts are most likely to engage and convert.

Actionable recommendations

Improve marketing effectiveness and grow revenue with AI-driven next best action, content sharing, sales offer, and product purchase recommendations.

SMS message authoring

Quickly author short-form content and SMS text messages to deliver more personalized, relevant, and engaging communications to your customers at scale, ultimately driving improved customer satisfaction, retention, and revenue growth.

Email and landing page authoring

Accelerate and optimize marketing campaign asset creation with the help of generative AI to save time, increase engagement, and drive conversions.

Email subject line and send time optimization

Achieve optimal open rates for a given email campaign by suggesting the most relevant subject lines and send times specific to each contact.

Fatigue analysis

Avoid customer disengagement with insights into the health of your contact database that help you adjust send frequency, messaging, or segmentation strategy.


List of embedded AI capabilities in Oracle CX

Organizations can quickly and easily adopt the latest AI capabilities to help improve productivity and decision-making, automate some complex tasks and end-to-end business processes, and help reduce costs. Explore the AI features by business function below.

Note: Generative AI features are denoted with *, and AI Agents are denoted with **.

Help identify and direct sales teams to leads and opportunities with the highest win probabilities, promote deal acceleration, and foster improved sales conversion rates. Oracle AI for Oracle Sales can deliver AI-enabled, in-the-moment automation for your sales team.

Functional area Use case Business benefit
Account intelligence and engagement Account duplicates identification model Detects duplicate accounts to help maintain database accuracy while allowing customization for better predictions.
Account intelligence and engagement Account engagement guide** Automates account planning and research by summarizing key insights across various business functions. Helps sales teams identify upsell and renewal opportunities, uncover key stakeholders, and generate sales activity overviews—allowing reps to focus on relationship-building and revenue growth.
Account intelligence and engagement Account engagement level Measures how engaged an account is based on deal activity, interactions, and sales team efforts.
Account intelligence and engagement Account summarization* Provides a complete, end-to-end view of an account, including key details from both front- and back-office systems. Enables sales teams to quickly assess account status within the customer lifecycle, confirming that they have the right context for each interaction. Available directly in Fusion Sales and Microsoft Outlook via a plugin for seamless access.
Account intelligence and engagement Similar accounts Finds companies with similar characteristics (industry, size, location) to help identify new sales prospects.
Lead and opportunity management Contact engagement level for lead and opportunity Helps sales reps gauge engagement levels to determine the right time and approach for outreach.
Lead and opportunity management Lead contact validation and recommendations Suggests new contacts based on past successful deals and level of interaction with the sales team.
Lead and opportunity management Lead conversion probability Highlights the most promising leads and opportunities while flagging deals that may need extra attention.
Lead and opportunity management Opportunity and lead activity effectiveness Identifies the most engaged leads and opportunities, allowing sales teams to tailor outreach for better results.
Lead and opportunity management Opportunity contact validation and recommendations Identifies commonly added contacts in similar opportunities, making it easier to find the right stakeholders.
Lead and opportunity management Opportunity win probability and recommended actions Predicts the likelihood of closing a deal and provides actionable insights to improve success rates.
Product and pricing optimization Pricing and discount optimization Helps maximize margins and accelerate deal closures with AI-driven discount recommendations based on probability-of-purchase models, reducing manual pricing efforts and expediting quote generation.
Product and pricing optimization Product recommendation Uses AI to suggest the best next products to cross-sell and upsell based on customer behavior.
Sales guidance and forecasting Incentive compensation plan advisor** Translates complex compensation plans into clear, easy-to-understand language. Helps sales reps understand earning potential, aligns teams with business goals, and helps keep motivation high by effectively communicating compensation strategies.
Sales guidance and forecasting Machine learning prediction framework (BYOM) Allows AI model building to create custom sales predictions tailored to business needs.
Sales guidance and forecasting Opportunity-to-quote guide** Accelerates the quoting process with AI-driven insights and automated document generation. Provides real-time account overviews, suggests optimized discount levels, and crafts professional proposals and emails—all within the tools sales teams already use. Seamlessly integrates with Oracle Fusion Cloud Order Management to keep deals moving forward.
Sales productivity and automation Activity summarization* Provides concise summaries of account activities and interactions, making it easier to stay informed.
Sales productivity and automation Appointment agenda authoring from email* Automatically generates meeting agendas from emails, saving time and helping ensure every meeting is structured and productive.
Sales productivity and automation Email response authoring* Speeds up customer communication by drafting AI-powered responses, helping sales teams reply faster and more effectively.
Sales productivity and automation Meeting notes authoring* Automatically summarizes meetings and generates action items so teams can focus on selling instead of note-taking.
Sales productivity and automation Sales call guide authoring* Uses generative AI to quickly create structured, high-quality sales call guides with optimized language and branching logic, helping reps engage customers more effectively.
Sales productivity and automation Sales call guide authoring* Uses generative AI to quickly create structured, high-quality sales call guides with optimized language and branching logic, helping reps engage customers more effectively.
Sales productivity and automation Win story authoring* Autogenerates compelling success stories to share with prospects and internal teams.

Enhance service efficiency and personalization with AI-powered support across multiple channels while optimizing productivity and customer satisfaction.

Functional area Use case Business benefit
Agent assistance and productivity Automated interview summaries* Automatically generate service interview summaries after an agent or customer completes the interview to improve record keeping.
Agent assistance and productivity Chat assistance for agents* Improves response accuracy and speed by surfacing relevant knowledge and guiding agents in real time.
Agent assistance and productivity Chat summarization* Automatically generates concise chat summaries, ensuring seamless customer interactions and agent transitions.
Agent assistance and productivity Interview authoring* Automates the creation and deployment of branching interview questions, guiding customers and agents to the right decision faster. Eliminates manual rule configuration so agents can focus on delivering consistent, high-quality service while spending more time personalizing customer interactions.
Agent assistance and productivity Support call summarization* Converts speech to text and generates AI-powered call summaries, minimizing agent effort and expediting follow-ups.
Field service optimization Predictive scheduling and routing Predictive AI and machine learning uses individual performance pattern data to optimize field service scheduling and helps service teams maximize resource efficiency at scale and get more jobs completed per day.
Field service optimization Smart assignment assistant Optimizes manual service activity scheduling by predicting and recommending the best field resource to assign to an activity.
Knowledge management AI-generated service responses* Drafts detailed responses to service requests in seconds from an existing knowledge article, reducing agent workload and response times.
Knowledge management Instant answers in search* Surfaces AI-powered question-and-answer excerpts from knowledge articles, helping users find solutions faster.
Knowledge management Knowledge authoring assistant** The Knowledge Authoring Assistant enhances service team productivity by automating the creation of new knowledge base content. It ingests relevant information from external documents or service requests, using this data to generate high-quality knowledge articles. The AI drafts content in a consistent style and tone across regions and business units, providing a unified, cohesive knowledge base. By taking over the writing process, the Assistant allows service teams to focus on higher-value tasks while ensuring timely and accurate knowledge delivery.
Knowledge management Knowledge search assistant** The Knowledge Search Assistant empowers service agents and field service engineers by providing quick, contextually relevant answers from the knowledge base. When a question is asked, the AI searches through the knowledge base and generates an accurate response, citing the specific article it came from. It also offers direct links to the full knowledge articles, enabling agents to access additional context and details as needed. This streamlines information retrieval, ensuring agents have the most up-to-date and relevant knowledge at their fingertips, enhancing response accuracy and efficiency.
Service request and case management Automated service request classification Categorizes and routes incoming service requests to the right teams for faster resolution.
Service request and case management Self-service chat agent** Resolves common inquiries like troubleshooting, order tracking, and returns without human intervention.
Service request and case management Service request resolution agent** The Service Request Resolution Agent reduces agent workload and contact center handling time by providing AI-recommended resolution steps and automatically surfacing relevant knowledge articles for incoming service requests. It empowers agents to deliver faster, accurate solutions, improving efficiency and customer satisfaction.
Service request and case management Service request summarization* Instantly summarizes service request details, helping agents quickly understand customer issues.—especially valuable in complex or long running service engagements.
Service request and case management Smart service request matching Identifies and links similar past cases, enabling agents to apply proven solutions quickly.

Unify customer data from multiple sources to create a real-time view of each customer. Marketers can leverage data-driven insights and AI to engage, convert, and nurture relationships to increase value.

Functional area Use case Business benefit
Attribution and channel strategy Campaign recommender Recommends the most effective campaigns for each customer based on past interactions.
Attribution and channel strategy Campaign revenue attribution Analyzes touchpoints to measure how marketing campaigns contribute to revenue.
Attribution and channel strategy Channel recommender Identifies the best marketing channels to engage each customer for higher conversions.
Campaign optimization Fatigue analysis Helps marketers find the right email frequency to boost engagement while avoiding customer burnout.
Campaign optimization Intelligent audience selector Automatically builds the best target audiences based on past behaviors to improve campaign performance.
Campaign optimization Program intelligent switch AI determines the best campaign, channel, and timing for each customer to increase engagement.
Campaign optimization Program simulation Provides performance estimates and comparisons to refine marketing strategies over time.
Campaign optimization Send time optimization Predicts the best time to send campaigns to maximize customer engagement and response rates.
Campaign orchestration Account intelligence Scores accounts based on engagement, helping marketers identify the most sales-ready prospects.
Content creation and optimization Email and landing page assisted authoring* Uses generative AI to quickly create personalized emails and landing pages, saving time while improving engagement.
Content creation and optimization Push title optimization Analyzes past push notification data to improve title effectiveness and engagement.
Content creation and optimization Subject line optimization Uses historical data to predict subject line performance, increasing open rates.
Content creation and optimization Subject line, SMS, push assisted authoring* AI-powered suggestions help craft compelling subject lines, SMS messages, and push notifications for better open rates.
Customer intelligence and predictive insights Account lead scoring Predicts which B2B accounts are most likely to convert, helping optimize account-based marketing (ABM) efforts.
Customer intelligence and predictive insights Churn propensity Identifies customers at risk of leaving so marketers can take action to retain them.
Customer intelligence and predictive insights Contact lead scoring Forecasts individual lead conversion likelihood to improve lead volume and speed.
Customer intelligence and predictive insights Engagement propensity Predicts how likely a customer is to engage with a campaign, improving targeting.
Customer intelligence and predictive insights Opportunity identification Scores sales opportunities based on marketing engagement, improving sales and marketing alignment.
Customer intelligence and predictive insights Predictive customer lifetime value Identifies high-value customers as well as those at-risk to churn for smarter targeting and budget allocation.
Customer intelligence and predictive insights Recency, Frequency, & Monetary (RFM) Scoring Segments customers based on purchase history for better engagement and retention.
Customer intelligence and predictive insights Repurchase propensity Predicts which customers are likely to reorder products for more targeted cross-channel engagement.
Personalization and next-best actions Next best action Recommends the most relevant next step to drive customer conversions.
Personalization and next-best actions Next best offer Uses purchase history to predict the best price customers are willing to pay, maximizing revenue.
Personalization and next-best actions Next best promotion Uses customers’ purchase history to predict the price they are willing to pay, enabling personalized pricing that boosts conversion rates and average order value.
Personalization and next-best actions Product and content recommendations Uses AI to personalize content and product suggestions, increasing engagement.
Personalization and next-best actions Product propensity Forecasts which customers are most likely to buy a product, enabling smarter marketing spend.
Personalization and next-best actions Real-time predictions Forecasts customer behavior instantly, allowing marketers to take immediate action.

Why Oracle AI for CX?

  • Automate time consuming, low-value tasks

    Reduce the amount of routine, non-strategic work your CX professionals spend time on every day—such as authoring email copy, summarizing sales calls, or combing through service request histories—and help them focus on higher value, more impactful projects.

  • Security, privacy, and performance with no compromises

    Because the AI services embedded in Oracle Fusion Applications leverage ultra high-performing Oracle Cloud Infrastructure, your sensitive business data is never shared with other infrastructure or large language model providers.

  • A user experience built for AI

    Oracle’s Redwood design system is all about providing and prescribing the path to take action. With a dynamically composable UX that has baked-in conversational elements, cross-enterprise business objects, and the ability to drive real automation, it’s a perfect fit for marketing, sales, and service professionals looking to harness classic and generative AI capabilities.

  • AI that’s ready for your business

    Adopting AI capabilities across your marketing, sales, and service teams shouldn’t require massive disruption to your day-to-day operations. Since these capabilities are built-in, simply determine which features your teams are ready to use and turn them on as you go. No need to invest heavily in training your teams or tuning new models.

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Disclaimer: The preceding is intended to outline our general product direction. It is intended for information purposes only and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality and should not be relied upon in making purchasing decisions. The development, release, timing, and pricing of any features or functionality described for Oracle’s products may change and remains at the sole discretion of Oracle Corporation.