Oracle launches AI agents across CX: what matters for Customer Support
Oracle has rolled out role-based AI agents inside Oracle Fusion Cloud Applications to streamline marketing, sales, and service workflows. The agents are prebuilt, natively integrated, and offered at no additional cost. For support leaders, this means faster resolutions, cleaner queues, and more consistent experiences without bolting on extra tools.
"AI agents are transforming customer engagements from reactive, manual, and cumbersome processes into highly valuable and proactive strategies that enable organizations to scale quality experiences to win more business and keep customers happy," said Chris Leone, Executive Vice President of Applications Development, Oracle. These agents live inside existing processes, so teams can act on insights where work already happens.
Why support teams should care
- Lower backlog: auto-prioritization moves urgent issues to the front of the line.
- Faster first response: tickets created from email and chat with the right fields prefilled.
- Higher deflection: guided self-service reduces simple "how do I" requests.
- Cleaner data: clustering merges duplicates and surfaces frequent issues for root-cause fixes.
- Fewer surprise escalations: sentiment-aware predictions flag risky cases early.
- Quicker dispatch: draft work orders generated with the essentials technicians need.
The new service agents at a glance
- Triage Agent: Prioritizes requests by product, severity, and sentiment.
- Self-Service Agent: Guides customers to resolve issues via portals and mobile apps.
- Service Request Creation Agent: Converts emails and chats into actionable tickets.
- Work Order Agent: Auto-builds draft work orders with parts, steps, and scheduling data.
- Service Request Clustering Agent: Groups similar cases and removes duplicates.
- Escalation Prediction Agent: Predicts which cases may escalate so teams can intervene early.
Quick-start playbook for support leaders
- Map intake to outcomes: List top channels (email, chat, portal) and the fields you must capture per ticket. Ensure templates match how your teams triage today.
- Define prioritization rules: Align severity, product tiers, and customer sentiment with clear SLAs. Let the Triage Agent enforce them.
- Strengthen self-service: Connect your knowledge base, label articles by product/issue, and route gaps to content owners.
- Set escalation thresholds: Combine sentiment, idle time, and account value to auto-flag risky cases. Make playbooks for pre-escalation outreach.
- Prep field ops: Standardize parts, steps, and approvals so the Work Order Agent can generate usable drafts.
- Measure what matters: Baseline AHT, FRT, FCR, CSAT, deflection, duplicate rate, and SLA hit rate before rollout.
Data and governance checklist
- Access and privacy: Confirm role-based permissions for case data, sentiment, and contracts.
- Feedback loops: Let agents and customers rate suggestions; review weekly to retrain models and improve prompts.
- Change control: Version routing rules and workflows; document what changed and why.
- Quality gates: Sample tickets weekly to confirm correct prioritization, clustering, and escalations.
Sales and marketing tie-ins that help support
Support doesn't live in isolation. Sales-side agents like Deal Advisor, Quote Assistant, and Product Recommendations provide context your agents can use during renewal and cross-sell conversations. Marketing-side agents such as Account Product Fit, Buying Group Definition, and Model Qualification can help target service communications to the right contacts and roles.
Expected impact and KPIs to watch
- First response time and average handle time
- First contact resolution and deflection rate
- Duplicate rate and backlog size
- Escalation rate and save rate
- Field dispatch time and SLA attainment
- CSAT and Customer Effort Score
What you need to run this
These AI agents are embedded in Oracle Fusion Cloud Applications and come at no additional cost, according to Oracle. If you're on Fusion Cloud CX, review your entitlements and enable the service agents in your workflows.
Learn more about Oracle Fusion Cloud CX here and Fusion Cloud Applications here. For team upskilling on AI and automation in support, explore practical courses by job role at Complete AI Training.
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