{"id":8954,"date":"2024-10-10T18:47:54","date_gmt":"2024-10-10T18:47:54","guid":{"rendered":"https:\/\/tup.kxe.temporary.site\/oracle-aims-to-automate-the-complete-customer-service-lifecycle\/"},"modified":"2024-10-10T18:47:54","modified_gmt":"2024-10-10T18:47:54","slug":"oracle-aims-to-automate-the-complete-customer-service-lifecycle","status":"publish","type":"post","link":"https:\/\/okdesign.ca\/en\/oracle-aims-to-automate-the-complete-customer-service-lifecycle\/","title":{"rendered":"Oracle aims to automate the complete customer service lifecycle"},"content":{"rendered":"


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Oracle this week unveiled new AI-powered capabilities for Oracle Fusion Cloud Service and Oracle Fusion Cloud Field Service. The ambitious aim is to automate the entire customer service lifecycle. These enhancements come at no additional charge, said Jeff Wartgow, VP of product management, CX Service at Oracle: \u201cOracle does not believe in charging for AI advancements within applications. If you buy a license to Oracle Service, this is included in the license. We want service costs to go down for our customers, not up.\u201d<\/p>\n

At a press briefing, Wartgow made it clear that Oracle is not just tweaking capabilities within its service and field service clouds, but is on a journey to radically transform them. The future of service, according to Wartgow, is \u201cperpetual automation\u201d which he sees arriving in four phases:<\/p>\n

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  1. Improving self-service with conversational AI.<\/li>\n
  2. Improving human service productivity with AI assistance.<\/li>\n
  3. Improving execution by automating service and field service processes.<\/li>\n
  4. Transforming service with automated execution plans.<\/li>\n<\/ol>\n

    It would probably be fair to say that 1. above is increasingly common and 2. has seen some adoption. The final phase comes close to putting service almost entirely in the virtual hands of AI, and that might not be just around the corner.<\/p>\n

    \u201cWe are striving for complete, total, perpetual service automation,\u201d said Wartgow. \u201cWe are looking at creating processes that automate, quite literally, all your customer service. Let the robots take care of it all.\u201d One motivation is the pressure on the human service teams. Contact centers are understaffed, he said, agents are feeling \u201cacute stress\u201d \u2014 and it\u2019s widely recognized that human agents often churn before they\u2019ve been on the job long enough to perform optimally.<\/p>\n

    \u201cInstead, you have all these automated service tools available, like the ones coming out from Oracle, that are 96% cheaper, that you can deploy anywhere, that don\u2019t eat and don\u2019t sleep and speak all the different languages. There\u2019s a better solution right in front of you,\u201d said Wartgow.<\/p>\n

    Specific product announcements.<\/strong> This week\u2019s announcements included:<\/p>\n