Oracle has announced the addition of generative AI-powered capabilities within Oracle Fusion Cloud Customer Experience (CX). Supported by the Oracle Cloud Infrastructure (OCI) generative AI service, the new capabilities are embedded in existing Oracle Fusion Service processes to optimize customer service delivery, improve productivity, and help organizations enhance the customer experience.

“To create outstanding customer experiences, CX professionals—and customers they engage with—need quick access to accurate information,” said Rob Tarkoff, executive vice president and general manager, Oracle Cloud CX. “With the ability to summarize, author, and recommend content, generative AI has the potential to significantly enhance customer service engagements. The new capabilities in Oracle Cloud CX will help organizations resolve customer service issues quicker and more efficiently by increasing service agent and field technician productivity, optimizing self-service, and automating traditional tasks that are manual and time-consuming.”

The new generative AI capabilities in Oracle Fusion Service bolster existing embedded AI capabilities already in use by thousands of users and will help to transform customer service agent and service stakeholder productivity by streamlining processes and automating content generation within a single integrated solution.

Oracle Cloud CX generative AI services are powered by OCI. Leveraging OCI Supercluster, which includes bare metal compute with NVIDIA GPUs and the highest bandwidth RDMA network in the cloud, OCI accelerates LLM training with the highest performance at the lowest cost.