The software company Oracle announced a whole range of new applications with generative AI at its own CloudWorld event in Las Vegas.

During its own CloudWorld event (Las Vegas), Oracle announced dozens of new applications using generative AI. These are mainly intended for the customers to improve various services.

Generative integration

Generative AI has been added to the platform oracle Fusion Cloud Customer Experience (CX) and is supported by the generative AI services of the Oracle Cloud Infrastructure (OCI). The various applications are integrated directly into existing processes Oracle Fusion Service.

According to Oracle, generative AI has the potential to significantly increase customer service engagement. The ability to summarize, create and suggest content would help. The technology is also intended to ensure that customer service issues are resolved more quickly. This can be achieved by increasing productivity, optimizing self-service and automating repetitive tasks. Oracle has been working on AI for some time now, check out their shared AI platform with GitLab for example.

Oracle believes it is important that customer data and privacy are respected and secure. Individual customers are the only ones who can use the specific models trained on their own data. Nothing will be shared or displayed to other customers, third parties or providers of LLM models.

main points

The key generative applications that Oracle has integrated into Oracle Fusion Service are:

• Supported agent responses: Helps generate responses to service requests based on interaction history
• Supported knowledge articles: Increases the productivity of service teams by creating new content faster based on knowledge
• Search expansion: Accelerates access to answers for service teams and end users by adding short answers to questions in search and chat features
• Customer engagement summaries: Creates summaries of important information in service requests based on communication history
• Supported creation of guidelines: helps experts formulate and update questions to guide service teams
• Recommendations for field service: Gives on-site technicians quick access to instructions by suggesting relevant content from trusted sources to increase efficiency

With these innovations, Oracle aims to bring generative AI to organizations so they can improve their own customer service. There was also recent news that its customers can now run their databases in the Microsoft Azure cloud with minimal latency.