Oracle made some significant announcements around its continuing generative and agentic AI strategy today at CloudWorld in Dubai. The new additions to the Oracle Fusion Cloud Sales portfolio includes new out of the box AI agents - aimed at streamlining key sales and CX processes to driver productivity and improve customer relationships.
The new AI gents include:
- Customer engagement agent: Helps sales teams save time and improve productivity by streamlining customer communication. For example, the agent can quickly generate customer-ready emails designed to bypass spam filters, while also enabling sales representatives to adjust the tone and call-to-action for their specific audience.
- Customer records agent: Helps sales teams more efficiently maintain up-to-date account activity records. For example, the AI agent can summarize recent account activity, organize meeting notes, and automatically input them into the system for internal team access and collaboration. To meet the needs of different sales teams, the agent can also proofread and reformat meeting notes, such as incorporating bullet points or action items.
- Customer intelligence assistant: Helps sales teams quickly get up to speed on accounts and develop more meaningful customer connections. For example, the generative AI-powered assistant can quickly produce a summary of the account, including recent activity, current sentiment, and contract status, by leveraging end-to-end data from sales, finance, and supply chain to deliver a more holistic, personalized, and contextually relevant account overview.
- Multilingual support: Helps sales teams seamlessly connect with global audiences. For example, embedded generative AI capabilities help sales teams to quickly translate customer engagements and interact with customers in other languages.
The agent additions bolster an already solid list of AI-powered features across the Fusion application portfolio. And these new agents seem to be smart additions as well - driving seller productivity by reducing manual, common tasks - giving time back to sellers to focus on the human element of building strong customer relationships.
Oracle is unique in that the company has continued to deliver on a previous promise that it sees AI as just another component of building a strong CX product set. And therefore, its AI features and capabilities are not priced separately but rather included in the base fee for Fusion Sales, in this instance. Compare this to companies like Salesforce, where its Agentforce offering is adding signifiant additional costs to users, and Oracle is building a compelling case for itself as a viable CX alternative in the enterprise even outside of its solid install base.
Oracle says that owning so much of its own infrastructure to deliver at via Oracle Cloud Infrastructure and other data and security elements allows it to keep its own costs low and thus extend the savings to users. Also, the company notes that Oracle customers tend to be achieving fast time to value with their AI tools because so much of the data, application layer, security, etc. is pre-integrated - meaning more federated data for more effective AI results, all in a more secure and guardrailed environment.
"Sales processes have become overcomplicated and with so many administrative and complex tasks required, sales teams are struggling to find the time needed for effective and meaningful customer communication,” said Rob Tarkoff, executive vice president and general manager, Oracle Cloud CX. Said in a company statement “The new AI agents and generative AI capabilities within Oracle Cloud Sales eliminate many of these rigid and time-consuming tasks, which enables sales teams to boost productivity and create more impactful connections with customers.”
