The new capabilities are expected to take on offerings from rivals such as Salesforce, ServiceNow, and SAP. Credit: IDG-Owned Oracle is adding more AI capabilities to its Fusion Cloud CX that provides software for sales, marketing, and service teams across an enterprise, the company announced on Thursday. The new capabilities, based on the company’s OCI Generative AI service, include generative AI-assisted answer generation, assisted scheduling for field service, opportunity quality scoring, and seller engagement recommendations. The generative AI-assisted answer-generation capability is designed to ease the workload of service teams by generating contextually aware responses to customer questions. Additionally, it can improve customer response times and free up service agents to deal with complex customer issues or scenarios, the company said. The assisted scheduling for field service, released as part of this update, is designed to help field service technicians optimize their schedules by automatically recommending relevant jobs or tasks based on availability, location, skills, and billing status. Capabilities for marketing and sales teams Also released as part of this update is the capability to rate opportunities, named opportunity qualification scoring. According to Oracle, this capability will help marketing, and sales teams find the right members of B2B buying groups for marketing activation and direct sales engagement. “The new AI scoring capabilities within Oracle Unity CDP enable enterprises to grow account-based revenue and generate more B2B deals by helping identify the right contacts at target accounts and improving opportunity qualification,” the company said. In May 2022, Oracle integrated its Customer Data Platform into its service software inside Cloud CX. The latest update includes another capability, named seller engagement recommendations, that aims to help sales teams by increasing buyer engagement and accelerating purchase decisions. “The new AI capabilities within Oracle Sales enable sellers to generate more deals by delivering highly-targeted recommendations on specific products to offer, insights on the buyers’ role and engagement level, and additional contacts for key opportunities,” the company explained. Oracle competes with several companies including Salesforce, SAP, ServiceNow, Tealium, Twilio, Adobe, and ActionIQ in the customer relationship management (CRM) market. Salesforce, SAP, and ServiceNow have been adding AI and generative AI capabilities to their sales, marketing, and service software offerings to help enterprises increase efficiency and productivity. Last year in July, Salesforce updated its Commerce Cloud with digital commerce capabilities. This was followed by the company adding contact center updates to its Service Cloud in March this year. ServiceNow has been slowly adding AI and generative AI capabilities to its service offerings since its Vancouver release in September last year. It later added other capabilities to its Washington DC release this year. SAP, too, since last year has been working on adding its generative AI assistant, Joule, to all its applications. At its annual CloudWorld conference last year, Oracle showcased generative AI capabilities planned for its Fusion Cloud suites, including Cloud ERP and SCM. The announcement came just months after Oracle partnered with large language model provider Cohere and unveiled its strategic plan for infusing generative AI features into its products. Related content news SAP, IBM Consulting partner to offer genAI-based services The partnership will see both companies offer generative AI-based services to enterprises via RISE with SAP offering. By Anirban Ghoshal May 09, 2024 3 mins Generative AI IBM SAP feature Essential skills and traits of chief AI officers CAIOs require a multidimensional skill set to drive innovation, establish and lead an AI-ready culture, and create tangible organizational results leveraging a complex and rapidly evolving technology. By David Weldon May 09, 2024 9 mins Artificial Intelligence IT Leadership case study How being cloud smart fosters growth at Saab Fuelled by global turbulence and increasing defense budgets, Swedish defense group Saab is meeting high demand by integrating efforts to become more software-driven, and central to managing it all is CIO Annette Eriksson. By Karin Lindström May 09, 2024 5 mins CIO Aerospace and Defense Industry Cloud Architecture interview Strong CIO-CISO relations fuel success at Ally CIO Sathish Muthukrishnan and CISO Donna Hart have forged a partnership steeped in Ally’s culture of radical candor that keeps the financial services firm secure and innovative. By Dan Roberts May 09, 2024 9 mins CIO CSO and CISO IT Leadership PODCASTS VIDEOS RESOURCES EVENTS SUBSCRIBE TO OUR NEWSLETTER From our editors straight to your inbox Get started by entering your email address below. Please enter a valid email address Subscribe