Oracle adds agentic AI to Fusion Cloud CX

Aiming to deliver 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 the new AI-driven workflows will help service teams increase service efficiency, reduce time-to-resolution, and improve customer experience.

“We’re striving at Oracle for total end-to-end service automation, not enhancements, not spot efficiency gains in service,” Jeff Wartgow, vice president of Oracle Service, told CIO.com. “We believe you can start to automate the whole thing.”

Wartgow noted that service teams are now expected to deliver consistent, on-demand, around-the clock customer care. Wages for service agents and technicians are up 30%, he said, but companies are still struggling to staff their call centers.