Oracle AI for CX | Oracle Fusion Cloud Customer Experience Apps

Explore AI capabilities for customer experience

Turn your installed base into a continuous growth engine with AI agents

Have AI agent teams identify expansion opportunities, prioritize accounts by revenue potential and readiness, and coordinate marketing and sales actions to drive predictable cross-sell and upsell growth.

Know which customers are ready to engage and convert with predictive AI

Use machine learning to identify high-propensity leads and accounts, improving alignment between marketing and sales and increasing conversion rates.

Drive the next best action with AI-powered recommendations

Deliver personalized next best actions, content, and offers based on real-time signals to help increase engagement, pipeline, and revenue.

Create high-performing campaigns faster with generative AI

Generate SMS, email, and landing page content quickly to deliver more relevant, personalized experiences at scale and improve campaign performance.

Optimize engagement with AI-driven timing and content

Maximize open rates and response with tailored recommendations for the best subject lines, messages, and send times for each individual.

Prevent fatigue and protect customer engagement with AI insights

Monitor contact health and engagement patterns to adjust frequency, messaging, and targeting—reducing churn and improving long-term customer value.

Explore Oracle Marketing

Stay ahead of your pipeline and your number with AI agents

Have AI agent teams continuously monitor accounts and opportunities, surface revenue risk and upside, and recommend next best actions to help sales leaders improve forecast accuracy and act faster.

Focus on the deals most likely to close with predictive AI

Use machine learning to identify high-probability leads and opportunities, while bringing attention to deals at risk or in need of intervention.

Prioritize the right activity using real-time engagement signals

Leverage AI analysis of customer and account activity to identify the most engaged parties, enabling reps to tailor outreach and focus where it matters most.

Take the next best action with AI-guided selling

Help move opportunities forward and increase win rates with AI-generated recommendations for whom to engage, what to sell, and which accounts to target.

Optimize pricing with AI-driven recommendations

Balance deal velocity, revenue, and margins with intelligent pricing and discount guidance based on deal context and likelihood to close.

Strengthen every deal with AI-generated win stories

Automatically create tailored win stories that highlight value and proof points to help reps build confidence and close more effectively.

Explore Oracle Sales

Resolve customer issues faster with AI agents

Have AI agent teams handle common inquiries, guide customers through resolutions, and assist service teams to help reduce response times, improve consistency, and lower cost to serve.

Respond to service requests with speed and accuracy using generative AI

Automatically generate contextual, high-quality responses to customer inquiries, helping service teams improve productivity and accelerate time to resolution.

Route and prioritize requests intelligently with AI

Automatically classify, route, and link service requests based on issue type, severity, and context to help ensure that the right resources are engaged quickly.

Get instant context with AI-generated summaries

Generate concise summaries of service interactions and case histories so agents can quickly understand issues and take action—especially in complex or long-running cases.

Optimize field service operations with predictive AI

Use machine learning to improve scheduling, routing, and resource allocation, helping teams complete more jobs per day and maximize their overall efficiency.

Guide technicians with AI-driven recommendations

Surface next best actions and work plans directly to field technicians to help improve productivity and enable more effective self-scheduling.

Create and maintain knowledge at scale with generative AI

Automatically generate and optimize knowledge articles to improve resolution speed, consistency, and customer experience.

Build guided service workflows with AI-assisted authoring

Quickly create dynamic, rule-based interview and diagnostic flows that help agents and customers resolve issues faster and more accurately.

Explore Oracle Service

List of embedded AI capabilities in Oracle CX

Organizations can quickly and easily adopt the latest AI capabilities to help improve productivity and decision-making, automate some complex tasks and end-to-end business processes, and help reduce costs. Explore the AI features by business function below.

Note: Generative AI features are denoted with *, and AI Agents are denoted with **, Fusion Agentic Applications are denoted with ***.

Sales
Service
Marketing

Help identify and direct sales teams to leads and opportunities with the highest win probabilities, promote deal acceleration, and foster improved sales conversion rates. Oracle AI for Oracle Sales can deliver AI-enabled, in-the-moment automation for your sales team.

Functional area	Use case	Business benefit
Account intelligence and engagement	Cross-Sell Program Workspace***	Identifies expansion opportunities across the installed base, prioritizes them by revenue and sales readiness, and orchestrates coordinated marketing and sales actions.
Account intelligence and engagement	Subscription Advisor Agent**	Identifies potential issues and provide guidance on the impact of adjustments, helping account teams proactively manage customer value throughout the lifecycle.
Account intelligence and engagement	Account Plan Summarization Agent**	Creates ready-to-share account overview, goals and strategies, opportunities, activities, and key contacts.
Account intelligence and engagement	Sales Intelligence and Account/Product Advisor Agents**	Leverages retrieval-augmented generation (RAG) and predictive models to deliver real-time recommendations, document-based insights, SWOT analysis, and data-driven guidance on accounts, contacts, and products, all embedded within the sales workflow.
Account intelligence and engagement	Account Advisor**	Provide account insights by summarizing account data, key contacts, subscriptions data, invoices, and any account research report or financial disclosure documents attached to the account.
Account intelligence and engagement	Account deduplication	Detects duplicate accounts to help maintain database accuracy while allowing customization for better predictions.
Account intelligence and engagement	Account Engagement Guide**	Automates account planning and research by summarizing key insights across various business functions. Helps sales teams identify upsell and renewal opportunities, uncover key stakeholders, and generate sales activity overviews, —allowing reps to focus on relationship building and revenue growth.
Account intelligence and engagement	Account engagement level	Measures how engaged an account is based on deal activity, interactions, and sales team efforts.
Account intelligence and engagement	Sales Intelligence and Account/Product Advisor Agents**	Leverages retrieval-augmented generation (RAG) and predictive models to deliver real-time recommendations, document-based insights, and data-driven guidance on accounts, contacts, and products, all embedded within the sales workflow.
Account intelligence and engagement	Similar account recommendations	Finds companies with similar characteristics (for example, industry, size, location) to help identify new sales prospects.
Account intelligence and engagement	Summarization assistant for account, activity, leads, and opportunities*	Can provide a complete end-to-end view of an account, including key details from both front- and back-office systems. Enables sales teams to quickly assess an account’s status within the customer lifecycle so they can confirm they have the right context for each interaction. Available directly in Oracle Fusion Sales and Microsoft Outlook via a plugin for seamless access.
Lead and opportunity management	Contact engagement level	Helps sales reps gauge engagement levels to determine the time and approach for outreach.
Lead and opportunity management	Lead contact validation and recommendations	Suggests new contacts based on past successful deals and level of interaction with the sales team.
Lead and opportunity management	Opportunity contact validation and recommendations	Identifies commonly added contacts in similar opportunities, making it easier to find the right stakeholders.
Lead and opportunity management	Opportunity scoring and recommended actions	Predicts the likelihood of closing a deal and provides actionable insights to help improve success rates.
Lead and opportunity management	Predictive lead scoring	Designed to highlight the most promising leads and opportunities while flagging deals that may need extra attention.
Lead and opportunity management	Sales intelligence and engagement optimization models	Identifies the most engaged leads and opportunities, allowing sales teams to tailor outreach for better results.
Product and pricing optimization	AI-generated product recommendations*	Uses AI to automatically recommend upsell and cross-sell products based on historical purchase patterns and items that are frequently bought together.
Product and pricing optimization	Pricing and discount optimization	Recommends discounts based on probability-of-purchase models, enabling a reduction in manual pricing efforts and expediting quote generation.
Sales guidance and forecasting	Sales Command Center***	Helps sales leaders run their territory by continuously monitoring what’s happening across accounts, highlights key changes or risks, and recommends practical next steps for each account and opportunity.
Sales guidance and forecasting	Insight Agent**	Provides descriptive explanations for graphical analytics, suggests relevant follow-up questions, and answers questions from users.
Sales guidance and forecasting	Incentive compensation management*	Uses AI processes to deploy complex compensation plans, and leverages GenAI to automate responses to payee questions and disputes and to troubleshoot crediting issues.
Sales guidance and forecasting	Create incentive rate tables*	Incentive compensation plan administrators can build rate tables for sales credit calculation by copying and pasting from spreadsheets or entering requirement description in text.
Sales guidance and forecasting	Incentive Payee Advisor**	Provides sellers with real-time answers on incentive compensation plans and policy changes.
Sales guidance and forecasting	Generate a forecast summary with AI*	Provides an AI-generated summary of forecast performance on demand, highlighting key metrics and whether the team is on track.
Sales guidance and forecasting	Incentive Compensation Plan Advisor**	Helps translate complex compensation plans into clear, easy-to-understand language. Helps sales reps understand earning potential, aligns teams with business goals, and helps keep motivation high by effectively communicating compensation strategies.
Sales guidance and forecasting	Opportunity-to-Quote Guide**	Can speed up quoting with AI-driven insights, automated document generation, and real-time account overviews to help keep deals moving smoothly.
Sales guidance and forecasting	Machine learning prediction framework (BYOM)	Enables AI model building to create custom sales predictions tailored to business needs.
Sales productivity and automation	Contract Compliance Workspace***	Provides end-to-end oversight across your enterprise contract portfolio to help identify, prioritize, and address risks by semantically analyzing both existing agreements and contracts under negotiation.
Sales productivity and automation	CPQ Administrative Assist Agent**	Helps reduce implementation and maintenance effort by providing guidance based on product documents and customer environment configuration.
Sales productivity and automation	Quote Advisor Agent**	Helps produce accurate, compliant quotes by providing answers regarding rules and policies on pricing, configuration, and approval during quote creation process..
Sales productivity and automation	Summarization assistant for account, activity, contact engagements, leads, and opportunities*	Can provide concise summaries of account activities and interactions, making it easier for reps to stay informed.
Sales productivity and automation	Sales activity logging and follow-up action creation	Increases seller productivity by replacing manual entry of sales follow-ups with AI-guided flows that log sales activities and follow-up actions.
Sales productivity and automation	Rewrite Assistant for quotes*	Helps enhance user productivity and communication quality by integrating context-aware rewriting capabilities into existing text editors or input fields to quickly refine content for clarity, tone, grammar, and impact.
Sales productivity and automation	Express Reports Agent**	Enable users to get complete, ready-to-use reports that combine both visuals and tables with simple prompts, such as “Show me closed opportunities by stage for Q2.”
Sales productivity and automation	Sales Analyzer*	Enable users to get charts and visualizations by asking questions in plain language within the Sales Dashboard.
Sales productivity and automation	Lead Advisor Agent**	Highlights missed interactions, summarizes lead behavior, and recommends next-best actions through a conversational interface, enabling sellers to act quickly and confidently.
Sales productivity and automation	Generate account summaries and emails on mobile app*	Enables reps to generate tailored account summaries and compose context-aware emails using CRM data from accounts, contacts, opportunities, or leads on their mobile devices.
Sales productivity and automation	Account description generation*	Uses generative AI to summarize key company information from documents such as earnings reports and 10-Ks, allowing reps to access concise account profiles directly within the CRM.
Sales productivity and automation	Content assistant for appointment agendas*	Automatically generates meeting agendas from emails, potentially saving time and helping ensure every meeting is structured and productive.
Sales productivity and automation	Content assistant for email*	Can speed up customer communication by drafting AI-powered responses, helping sales teams reply faster and more effectively.
Sales productivity and automation	Content assistant for incentive plans*	Uses generative AI to help compensation admins quickly create clear, professional incentive plan documents. With simple prompts, they can generate, rewrite, summarize, and edit terms and conditions right inside the plan authoring tool, potentially saving time and improving clarity.
Sales productivity and automation	Content assistant for meeting notes*	Automatically summarizes meetings and generates action items so teams can focus on selling instead of note-taking.
Sales productivity and automation	Content assistant for opportunity win stories*	Designed to automatically generate compelling success stories to share with prospects and internal teams.
Sales productivity and automation	Content assistant for sales call guide authoring and summarization*	Uses generative AI to quickly create structured, high-quality sales call guides with optimized language and branching logic, helping reps engage with customers more reactively.
Sales productivity and automation	Quote Assist Agent**	Provides an in-context AI assistant within the quoting user interface to help troubleshoot errors, answer questions, and offer quoting guidance using RAG and upcoming API/email integrations.
Sales productivity and automation	Summarization assistant for account, activity, leads, and opportunities*	Can provide concise summaries of account activities and interactions, making it easier for reps to stay informed.

Enhance service efficiency and personalization with AI-powered support across multiple channels while optimizing productivity and customer satisfaction.

Functional area	Use case	Business benefit
Agent assistance and productivity	Service workflow sentiment analysis	Provides a conversation score to indicate whether a customer service rep's interactions are positive, neutral, or negative.
Agent assistance and productivity	Chat assistance for agents*	Surfaces real-time suggestions for web chat agents using generative AI and presents recommended responses or knowledge articles as the chat progresses.
Agent assistance and productivity	Chat summarization*	Designed to automatically create concise summaries of live chat conversations using generative AI. Summaries are generated in real time and appear during transfers between agents or at session close.
Agent assistance and productivity	Content assistant for interview authoring*	Can be used to automate the creation and deployment of branching interview questions, helping guide customers and agents to the right decision faster. Reduces the need for manual rule configuration.
Agent assistance and productivity	Support call summarization*	Designed to automatically create a call summary after an Oracle Fusion Cloud Service interview using generative AI. Can capture key details shared during the interaction and generates a draft summary directly in the user interface.
Field service optimization	Nearby work recommendations	Assesses a technician's workload, location, and availability to suggest nearby jobs that can be completed without disrupting the existing schedule.
Field service optimization	Predictive scheduling and routing	Applies predictive AI and machine learning to optimize field service scheduling. Automates real-time decisions in field operations by updating job assignments to help meet service goals, reduce SLA violations, and avoid scheduling conflicts. Can also recommend the best technician based on factors such as travel time, availability, skills, and job duration.
Field service optimization	Question answering for field resources*	Uses generative AI to help analyze user queries and surface relevant answers from the knowledgebase, enabling the automatic generation of a concise response that addresses the user’s question. Can also provide links to supporting knowledge articles for deeper exploration.
Field service optimization	Smart assignment assistant	Optimizes manual service activity scheduling by predicting and recommending a field resource to assign to an activity. Recommends a technician based on travel time, availability, skills, and job duration.
Field service optimization	Work Order Agent**	Designed to automatically generate draft work orders with prefilled attributes such as title, notes, and contact details to help bring speed and intelligence to field service operations.
Knowledge management	Knowledge-based answer generation*	Generates answers based on your knowledge repository or from the AI large language model when your company doesn’t have the content.
Knowledge management	AI-generated service responses*	Can draft detailed responses to service requests in seconds using generative AI. Can pull from existing knowledge articles to create a tailored message.
Knowledge management	Content assistant for knowledge authoring*	Designed to draft knowledge articles from resolved service requests or external documents using generative AI. Can automatically generate a draft within the standard authoring flow, including product tags, user groups, and publishing options.
Knowledge management	Instant answers in search*	Analyzes user queries and surfaces relevant answers drawn from the knowledgebase using generative AI. Enables the automatic generation of a concise response that directly addresses the user’s question.
Knowledge management	Knowledge Insights Agent**	Designed to create a hybrid index that spans service objects and external knowledge content, helping uncover deep insights into relationships, identify emerging trends, and detect and resolve duplicate or conflicting information.
Knowledge management	Knowledge search assistant*	Can provide concise, direct answers within knowledge search results using generative AI.
Service request and case management	SR Summary Agent**	Summarizes a service request (SR) and its messages, helps improve quality, and standardizes communication among teams.
Service request and case management	Self-Service Chat Agent**	Can be deployed to handle customer inquiries through personalized responses and execute transactions across systems. Can verify identity, retrieve data, and guide customers through resolution with minimal human intervention.
Service request and case management	Notification Agent**	Send an email or a bell notification whenever a service request (SR) requires the owner’s attention, providing a convenient way to notify end users.
Service request and case management	Work Order Agent**	Automatically draft work orders with prefilled attributes based on similar service requests, present the draft work orders to customer support representatives for review, and track the status of work orders throughout the lifecycle.
Service request and case management	Self-Service Question-Answer Agent**	Uses generative AI to help analyze user queries and surface relevant answers from the knowledgebase, enabling the automatic generation of a concise response that addresses the user’s question and provides links to supporting articles.
Service request and case management	Service Request Creation Agent**	Uses AI to seamlessly turn customer chat conversations, phone call transcripts, and emails into actionable service requests by capturing key details and analyzing attached documents in real time.
Service request and case management	Service Request Resolution Agent**	Analyzes incoming service requests and generates suggested solutions based on predefined assets using generative AI. Presents the steps as a structured resolution plan.
Service request and case management	Service request summarization*	Can automatically draft concise summaries of service request details directly within the Oracle Service Center user interface using generative AI.
Service request and case management	Service Request Triage Agent**	Uses generative AI to analyze and categorize incoming service requests based on the product, service taxonomy, and content quality. The agent is designed to evaluate whether a request includes enough detail and can prompt the user for additional information if needed.
Service request and case management	Smart service request matching	Identifies and links similar past service requests and enables agents to apply proven solutions quickly.

Unify customer data from multiple sources to create a real-time view of each customer. Marketers can leverage data-driven insights and AI to engage, convert, and nurture relationships to increase value.

Functional area	Use case	Business benefit
Attribution and channel strategy	Campaign revenue attribution	Analyzes customer touchpoints to help teams attribute revenue to campaigns and channels.
Attribution and channel strategy	Campaign recommender	Recommends effective campaign strategies for each audience segment based on past performance and engagement data.
Attribution and channel strategy	Channel recommender	Identifies effective marketing channels to engage target audiences.
Campaign optimization	Campaign Optimization Agent**	Uses AI to help determine the next best action, offer, or timing to better maximize engagement and conversion.
Campaign optimization	Campaign Planning Agent**	Leverages AI propensity models and lifetime value analysis to optimize targeting and campaign planning.
Campaign optimization	Fatigue analysis	Evaluates message fatigue based on engagement patterns to optimize send frequency.
Campaign optimization	Intelligent audience selector	Designed to identify the best-fit contacts for ongoing programs using predictive models.
Campaign optimization	Program intelligent switch	Recommends the best campaign, channel, and timing for each customer to increase engagement.
Campaign optimization	Program simulation	Simulates campaign performance and flow before launch to identify improvements.
Campaign optimization	Send time optimization	Determines optimal delivery times for each contact to improve engagement.
Content creation and optimization	Copy Writer Agent**	Generates on-brand, channel-specific copy for emails, subject lines, or SMS messages that are tailored to the audience, helping teams personalize campaigns at scale.
Content creation and optimization	Content assistant for email authoring*	Creates on-brand email copy that’s aligned with the campaign’s tone and goals.
Content creation and optimization	Refine and adapt marketing content*	Users can instantly shorten, lengthen, or bulletize copy, as well as generate concise summaries for their content to adjust outputs to their exact needs.
Content creation and optimization	Content assistant for landing page authoring*	Generates consistent, campaign-aligned landing page copy.
Content creation and optimization	Content assistant for shared component authoring*	Generates or rewrites HTML for shared campaign components.
Content creation and optimization	Content assistant for SMS*	Crafts concise, impactful SMS messages that are aligned with the campaign’s tone and objectives.
Content creation and optimization	Subject line and push title optimization	Scores titles based on predicted performance from past data.
Content creation and optimization	Content assistant for subject line authoring*	Generates multiple subject line options based on the campaign’s tone, context, and brand voice.
Customer intelligence and predictive insights	Account lead scoring	Predicts which B2B accounts are most likely to convert, helping optimize account-based marketing efforts.
Customer intelligence and predictive insights	Churn propensity	Identifies customers at risk of leaving so marketers can take action to retain them.
Customer intelligence and predictive insights	CLV scoring and analysis	Calculates projected customer lifetime value (CLV) to help inform targeting and retention strategies.
Customer intelligence and predictive insights	Contact lead scoring	Forecasts the likelihood of individual lead conversion to improve lead volume and speed.
Customer intelligence and predictive insights	Engagement propensity	Predicts how likely a customer is to engage with a campaign, helping improve targeting.
Customer intelligence and predictive insights	Opportunity identification	Scores sales opportunities based on marketing engagement, helping improve sales and marketing alignment.
Customer intelligence and predictive insights	Predictive customer lifetime value	Identifies high-value customers and those at risk of churning, enabling smarter targeting and budget allocation.
Customer intelligence and predictive insights	Recency, frequency, and monetary scoring	Segments customers based on purchase history to help improve engagement and retention.
Customer intelligence and predictive insights	Repurchase propensity	Predicts which customers are likely to reorder products, fostering more targeted cross-channel engagement.
Customer intelligence and predictive insights	Account intelligence	Calculates an account engagement score to prioritize outreach and targeting.
Personalization and next-best actions	Next best action	Recommends the most relevant next step to help drive customer conversions.
Personalization and next-best actions	Next best offer	Uses purchase history to predict the best price customers would be willing to pay, potentially maximizing revenue.
Personalization and next-best actions	Next best promotion	Uses a customer’s purchase history to predict the price they would be willing to pay, enabling personalized pricing that can boost conversion rates and average order value.
Personalization and next-best actions	Product and content recommendations	Uses AI to personalize content and product suggestions with the aim of increasing engagement.
Personalization and next-best actions	Product propensity	Forecasts which customers are most likely to buy a product, enabling smarter marketing spend.
Personalization and next-best actions	Real-time predictions	Forecasts customer behavior quickly, allowing marketers to take immediate action.

Oracle AI for Customer Experience (CX)