Oracle has introduced a suite of new AI-powered capabilities within its Fusion Cloud Service and Fusion Cloud Field Service products to help businesses deliver a superior customer experience throughout the lifecycle.

The AI-powered workflow capabilities aim to automatically identify customer issues and improve resolution times by offering action recommendations and streamlining the entire process.

The latest updates are designed to improve customer satisfaction by automatically identifying customer issues, recommending actions, streamlining resolution, and improving first-time fix rates. New capabilities include an automated service agent, call and chat summarisation, and field service knowledge search augmentation.

Oracle Service and Oracle Field Service are part of Oracle Fusion Cloud Customer Experience (CX), a connected suite of applications that helps organisations create, manage, serve, and nurture lasting customer relationships. Oracle Cloud CX helps organisations connect data and workflows across marketing, sales, and service to make every customer interaction matter.

"Service teams are expected to deliver consistent, on-demand, around-the-clock customer care and in this environment, every second of time saved helps improve the experience and build loyalty. With these new capabilities, Oracle is adding AI-powered insights, authoring, and recommendations across the service lifecycle to help organisations more efficiently deliver service that elevates the entire customer experience," said vice president, Oracle Service, Jeff Wartgow.

Research vice president at IDC, Aly Pinder, said: "To improve service efficiency and allow service teams to focus on creating more meaningful customer interactions, it’s important for organisations to lean into AI. Oracle’s new AI-powered service capabilities will help organisations increase responsiveness, quality, and the overall customer experience."