Oracle embeds role-based AI agents in Fusion CX to boost revenue and efficiency

Oracle's New AI Agents for CX: Faster Revenue, Less Busywork

Oracle has introduced role-based AI agents inside Oracle Fusion Cloud Applications to help marketing, sales, and service teams move faster and grow revenue. These agents live inside existing workflows, use connected data, and automate the tasks that slow teams down. They run on Oracle Cloud Infrastructure and are included with Fusion Apps at no extra cost.

What's new for Marketing

• Account Product Fit Agent: Prioritizes accounts most likely to buy using ICP, predictive scoring, account data, and engagement signals.
• Buying Group Definition Agent: Maps titles to product-buying roles so you can segment personas by industry and role.
• Model Qualification Agent: Recommends the best-fit audience via predictive models and checks whether your data meets the criteria.

What's new for Sales

• Deal Advisor Agent: Surfaces product and pricing overviews, solution guides, customer references, and use cases so reps can share the right proof fast.
• Quote Assistant Agent: Answers deal questions to streamline quoting and proposals.
• Product Recommendations Agent: Suggests cross-sell and upsell bundles using customer history, preferences, and quote data.
• Quote Summaries Agent: Summarizes deal scope, history, and next steps.
• Contract Advisor Agent: Summarizes obligations and key terms.
• Lead Advisor Agent: Highlights lead behavior, engagement, profile, and account context with next-best actions.

What's new for Service

• Triage Agent: Analyzes requests, understands issues, and prioritizes tickets by product, category, severity, and sentiment.
• Self-Service Agent: Guides customers through fixes via websites, portals, or mobile apps.
• Service Request Creation Agent: Converts chats, call transcripts, and emails into structured service requests.
• Work Order Agent: Drafts work orders with pre-filled title, notes, type, account, and contact details so techs arrive prepared.
• Service Request Clustering Agent: Groups similar requests to spot repeat issues and reduce duplicates.
• Escalation Prediction Agent: Flags requests at risk of escalation using sentiment and request attributes.

Why this matters for revenue teams

• Shorter sales cycles with guidance at the point of work.
• More accurate pipeline through stronger prioritization and cleaner audience definitions.
• Higher first-contact resolution and fewer escalations.
• Less admin work; more time for conversations, decisions, and follow-through.

How to get value in 30 days

• Pick 3 KPIs: Qualified pipeline, win rate, average handle time, or first-response time.
• Start with 5 agents: Marketing (Account Product Fit, Model Qualification), Sales (Deal Advisor, Product Recommendations), Service (Triage).
• Wire the data: Validate ICP fields, opportunity stages, product catalog, and support categories. Close gaps before rollout.
• Pilot with one pod per function: Measure time saved per task and impact on conversion and CSAT.
• Set safeguards: Define source priorities, glossary terms, approval rules, and escalation policies for agent actions.

Where it runs

The agents are prebuilt in Oracle Fusion Cloud Customer Experience and run on Oracle Cloud Infrastructure. They're natively integrated with Fusion workflows and use agentic automation and insights to help teams move faster.

Learn more at Oracle Fusion Cloud Applications.

About Oracle Fusion Cloud Applications

• ERP: AI-powered finance and operations to increase productivity, reduce costs, and improve decision-making.
• HCM: Unified HR to automate tasks across the employee lifecycle and provide actionable workforce insights.
• SCM: Integrated supply chain and operations to improve resilience and adapt to market changes.
• CX: Marketing, sales, and service applications to win business and build stronger customer relationships.

Next step for your team

If you're leveling up skills for AI-driven marketing and sales workflows, explore curated programs by role at Complete AI Training - Courses by Job.