Oracle has today revealed a set of role-based AI agents designed to shift marketing, sales, and services from reactive to automated workflows that support better customer experiences.
These AI agents are designed to automate repetitive and predictive tasks away from teams, supporting decision-making, deeper customer insights, and further alignment across teams for improved efficiency.
Using shared data across marketing, sales, and service channels helps ensure customers receive aligned messages, offers, and support regardless of touchpoint.
Chris Leone, Executive Vice President of Applications Development at Oracle, explained that as companies move away from reactive approaches to proactive workflows, sales, marketing, and service teams become better aligned around customer needs.
“Organizations are transforming slow, reactive sales, marketing, and service processes into proactive and intelligent workflows that deliver exceptional customer experiences at scale and drive revenue growth,” he said.
“The new AI agents in Oracle Fusion Applications help organizations grow customer relationships and lifetime value by delivering customer experiences that are driven by unified data from across multiple business processes.”
Marketing, sales, and service teams can now experience targeted agents designed to automate tasks and solve queries quickly.
Marketing Agents
During campaign planning, marketing teams can utilize the Program Planning and Brief agents to design campaigns that are more consistent, relevant, and aligned with customer needs, allowing campaigns to be launched faster for improved relevance for customers.
To understand customer data and behavior, marketing teams can leverage Customer Insights and Audience Analysis agents to analyze customer profiles and engagement history to identify segments and opportunities, reducing reliance on static segments and manual analysis.
When it comes to content creation, agents such as Copywriting and Image Picker can help ensure speed, consistency, and alignment with the campaign objectives across channels, allowing customers to experience consistent messages across campaigns and digital channels.
Supporting growth within existing customer relationships can be improved with the Buying Group agent to allow marketing teams to target buying groups with relevant recommendations and identify customers most likely to purchase the product, targeting relevant cross-sell and up-sell programs.
Sales Agents
During the research and planning stages, sales teams can reduce this time by implementing the Contact Insights agent, allowing sellers to focus their efforts on buyers and approach them with relevant context for more targeted customer communications.
Sales teams can also speed up deal execution with the Quote Generation agent by analyzing customer inputs such as emails, drawings, and stated requirements, and then translating them into the correct product configurations and pricing templates for predictable buying processes and reduced errors and delays in the sales cycle.
To maintain existing customer relationships, sales teams can adopt the Renewal agent to analyze contract health, usage patterns, and potential profitability, removing manual analysis from teams and ensuring both revenue and customer relationships are protected.
Between sales, teams can utilize My Territory agent to review all accounts in a seller’s territory and identify any changes or anomalies since its last check-in, ensuring sales teams are on top of priority accounts that need engagement and support.
Service Agents
Before daily workflows begin, service teams can use the Start-of-Day agent to provide personalized summaries of assignments, informing technicians of which tasks are critical and providing relevant context to ensure CX remains reliable.
Implementing the Work Order Scheduling agent can help service teams schedule field service work to reduce delays and double-booking to ensure customers receive timely service appointments improving satisfaction and trust in service reliability.
To reduce call volumes for service teams, the Customer Self Service agent provides instant answers to customer questions, tracks service requests, and escalates issues when needed for faster issue resolution, 24/7 support access, and smoother service experiences.
Service teams can also use the Attachment Processing agent for relevant extracts and information summaries, ensuring service reps have the necessary context to resolve issues efficiently for shorter resolution times and fewer errors.
Improving Customer Experiences
By providing marketing, sales, and service teams with automation capabilities, Oracle’s AI agents benefit CX by ensuring experiences are faster and more responsive, enabling service agents to answer queries or track service issues, and sales teams to assemble quotes quickly with less manual work.
Agents can also help teams tailor communications and offers by analyzing unified customer data, marketing agents can define their audience’s needs, and sales agents can review relationship insights, ensuring better insights and decision support.
Customers can also receive more personalized and relevant customer engagement, using predictive segmentation and customer behavior signals, enabling agents to tailor campaign targets, messaging, and offers for contextually appropriate experiences.
By generating standardized outputs like campaign and insight briefs, this promotes alignment among marketing, sales, and service functions for more consistent customer interactions across channels.
These improvements to internal teams can lead to greater customer satisfaction, increased loyalty, and support for revenue goals.
