Oracle CRM - Detailed Review

Frequently Asked Questions about Oracle CRM

Q: What are the new AI-driven features in Oracle Fusion Cloud Sales?

Oracle has introduced several new AI-driven features in its Fusion Cloud Sales platform. These features automate key sales functions such as email generation, account activity summarization, and customer insights management. This automation reduces administrative workloads, allowing sales teams to focus more on strategic customer engagement. Additionally, AI capabilities help in predicting and planning sales activities, enabling teams to target and engage buyers more precisely.

Q: How does Oracle’s AI impact supply chain management?

Oracle’s AI-driven tools in Fusion Cloud Supply Chain & Manufacturing (SCM) enhance supply chain efficiency by automating workflows and optimizing decision-making. AI agents assist procurement teams in accelerating purchasing decisions, support manufacturing teams in ensuring compliance with safety and operational guidelines, and help suppliers manage production updates and sustainability reporting. These features leverage real-time finance, supply chain, and operational data to streamline processes.

Q: What AI capabilities are available in Oracle Cloud CX for customer service?

Oracle Cloud CX includes several AI capabilities to enhance customer service. One key feature is the Gen AI Assisted Answer Generation, which automatically creates contextually relevant responses to customer questions. This feature uses Oracle Digital Assistant and keeps a human in the loop, allowing service agents to review, edit, and send automated responses. Another feature is Assisted Scheduling for Field Service, which uses AI to streamline the scheduling of field service technicians. These capabilities help service agents respond more quickly to customers and focus on more complex issues.

Q: How does Oracle’s AI help in marketing and sales productivity?

Oracle’s AI capabilities within the Fusion Cloud Customer Experience (CX) suite help marketers, sellers, and service agents improve productivity and customer satisfaction. AI automates time-consuming tasks, enabling front office professionals to more precisely target, engage, and serve buyers. For example, AI-powered account linking gives sellers complete visibility into accounts, reducing renewal time and expanding upsell opportunities. AI also assists in summarizing account interactions, enabling quicker and more effective assistance.

Q: Are the new AI features available at an additional cost?

No, the new AI features introduced by Oracle are offered as standard features within the Fusion Cloud Sales and Fusion Cloud Supply Chain & Manufacturing (SCM) platforms, as well as within the Oracle Cloud CX suite. This means customers do not need to pay any additional cost to access these AI-driven tools.

Q: How does Oracle ensure data security and privacy with its AI services?

Oracle ensures data security and privacy by leveraging its Oracle Cloud Infrastructure (OCI) and embedding role-based security directly into the workflows of Oracle Fusion Applications. No customer data is shared with large language model (LLM) providers or seen by other customers. Custom models are trained on individual customer data, and only the respective customer can use these models. This approach protects sensitive information and maintains data privacy.

Q: What is the impact of Oracle’s AI on customer engagement and satisfaction?

Oracle’s AI capabilities help organizations enhance customer satisfaction by automating processes that enable marketing, sales, and service professionals to engage and serve buyers more precisely. AI-driven recommendations and unified data visibility across all customer interactions help in delivering responsive and personalized customer experiences. This leads to increased customer satisfaction and loyalty, as well as accelerated deal cycles and improved overall business performance.

Q: Can Oracle’s AI be integrated with other business applications?

Yes, Oracle’s AI capabilities are part of a unified cloud platform that integrates with various business applications, including marketing, sales, service, finance, supply chain, and HR. This integration provides a complete view of every customer engagement, allowing businesses to align their operations and deliver on their brand promise across all touchpoints.

Q: How do Oracle’s AI features support industry-specific solutions?

Oracle offers industry-specific solutions within its CX suite, which are prebuilt and configurable to integrate with back-office solutions. These solutions leverage AI to provide industry-tailored customer experiences, ensuring that businesses can engage with their customers at moments of need and make interactions more intelligent and contextual.

Q: What are some examples of generative AI use cases in Oracle CRM?

Oracle supports over 50 generative AI use cases within its Fusion Cloud Applications Suite. Examples include Assisted Agent Responses, which help service agents author responses to service requests, and Assisted Knowledge Articles, which reduce the time spent creating new knowledge base content. Additionally, features like Intelligent Sales Orchestration and Guided Campaigns help sellers target the right customers at the right time.