Aiming to provide end-to-end service automation, Oracle on Wednesday unveiled new agentic AI capabilities for Oracle Fusion Cloud Service and Oracle Fusion Field Service. Oracle said new AI-powered workflows will help service teams increase service efficiency, reduce resolution times and improve customer experience.
“At Oracle, we are focused on fully automating end-to-end services, not on making improvements or finding efficiencies in the service,” said Jeff Wartgow, vice president of Oracle Service, at CIO.com. “We think you can start automating everything. »
Wartgow pointed out that service teams are now expected to provide consistent, on-demand, 24-hour customer service. Salaries for service agents and technicians have increased by 30 percent, he said, but Companies still find it difficult to recruit staff for their call centers.