AI for Oracle Fusion CX

AI / Applications / CX
AI for Oracle Fusion CX

AI agents for Oracle Fusion CX

Resolve service requests faster, prepare for every customer meeting and follow up on every opportunity with AI agents for Oracle Fusion Service and Sales.

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ServiceSalesAccountsKnowledge
Challenges
The challenge

What slows teams down

Long resolution times

Agents read long case histories before they can help.

Meeting prep takes hours

Sales teams pull account information from many screens.

Opportunities go cold

Follow-ups slip after meetings.

Workspace
Agentic workspace

An agent team working toward your objective

The agents watch your Fusion data, tell you what changed and why it matters, and bring decisions to you with a recommendation. Figures shown are illustrative.

Customer Service & Sales Workspace

Agent team: Service Request Assistant · Account Briefing Agent · Opportunity Follow-up Agent
Ask➤

Customer plan for this week

Agents summarised 140 open service requests, prepared 12 account briefings and reviewed the sales pipeline. Two escalations and one stalled deal need your attention.

Items in focus
Open service requests140Within SLA
Escalations2Urgent
Stalled opportunities5No activity 14 days
Customer satisfaction4.6 / 5Improving
Agent activity
  • Summarised 140 open service requests
  • Prepared 12 account briefings for this week
  • Drafted follow-ups for 5 stalled opportunities
Priority Actions (2)
Service Request Assistant
SR-30812 is close to breaching SLA

Send the suggested fix to the customer and assign a senior engineer.

ApproveReview
Opportunity Follow-up Agent
Deal with key account stalled 14 days

Send the drafted follow-up and book a review call.

ApproveReview
Communications
✉
Customer, SR-30812Suggested fix drafted
✉
Account executiveMeeting briefing ready
Agents
The agents

Built with Oracle AI Agent Studio

Service Request Assistant

Summarises long service requests, suggests replies from your knowledge base and highlights cases close to breaching SLA.

  • Faster resolution
  • Consistent answers
  • Fewer SLA breaches

Oracle Fusion modules

Fusion Service

Agent Studio tools

Business object: service requestsDocument tool: knowledge articlesDraft reply for agent approval
A person approves every update before it is made.

Account Briefing Agent

Prepares meeting briefings with open requests, orders, renewals and opportunities for any customer account.

  • Better prepared meetings
  • Hours saved each week
  • Full account view

Oracle Fusion modules

Fusion Sales · Service

Agent Studio tools

Business object: accounts & opportunitiesBusiness object: service requestsBriefing summary
A person approves every update before it is made.

Opportunity Follow-up Agent

Spots opportunities with no recent activity and drafts follow-up emails and next steps for the sales owner.

  • Fewer deals going cold
  • Consistent follow-up
  • Healthier pipeline

Oracle Fusion modules

Fusion Sales

Agent Studio tools

Business object: opportunities & activitiesDraft emails for approvalTask creation
A person approves every update before it is made.
Approach
How we deliver

From idea to production AI

01

Discover

Workshops to map processes, data and high-value AI use cases.

02

Pilot

A focused proof of value on your own Oracle data, delivered in weeks.

03

Scale

Secure, governed rollout across business units and Oracle modules.

04

Support

Monitoring, tuning and adoption through our managed services.

More
Other applications

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Ready to put AI agents to work in Oracle Fusion CX?

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