Oracle launches AI agents for sales, marketing & service tasks

Oracle has introduced new role-based artificial intelligence agents within Oracle Fusion Cloud Applications, aiming to help organisations optimise customer experience processes across marketing, sales, and service.

Oracle’s AI agents are prebuilt and natively integrated within Oracle Fusion Applications. According to the company, these enhancements are available at no additional cost and are fully embedded into existing business processes, helping users to make quicker and more informed decisions.

“AI agents are transforming customer engagements from reactive, manual, and cumbersome processes into highly valuable and proactive strategies that enable organizations to scale quality experiences to win more business and keep customers happy,” said Chris Leone, Executive Vice President of Applications Development, Oracle. “The new AI agents in Oracle Fusion Applications help CX leaders deliver personalized support, deepen customer loyalty, and unlock new revenue opportunities with intelligent insights and agentic automation.”

Oracle Fusion Cloud Applications cover functions across enterprise resource planning, human capital management, supply chain and manufacturing, and customer experience, all offered as part of Oracle’s AI-driven cloud platform. 

Marketing enhancements

Within the marketing function, three dedicated AI agents have been launched.

The Account Product Fit Agent is designed to help marketers identify and prioritise customers most likely to make a purchase, using predictive scoring alongside profile and engagement data. The Buying Group Definition Agent supports the personalisation of marketing strategies by analysing roles within a customer’s organisation using title-mapping algorithms. Meanwhile, the Model Qualification Agent guides marketing teams on targeting and content decisions by recommending best-fit audiences and assessing current data.

Sales tools

For sales teams, Oracle has unveiled a suite of AI agents that streamline various aspects of the sales process.

The Deal Advisor Agent enables sellers to access expert guidance and resources to expedite deal closures, while the Quote Assistant Agent provides immediate, relevant responses to quoting queries. The Product Recommendations Agent analyses historical and customer preference data to suggest cross-sell and upsell opportunities.

Further sales-focused agents include the Quote Summaries Agent, offering concise overviews of quote histories and next steps; the Contract Advisor Agent, summarising key contract terms and obligations; and the Lead Advisor Agent, which delivers actionable insights into leads, including recommended next steps based on engagement and profile details.

Customer service automation

Oracle has embedded several new AI agents within service workflows to help representatives manage customer requests more efficiently.

The Triage Agent automatically prioritises incoming service requests by assessing product, severity, and customer sentiment. The Self-Service Agent is available to guide customers through resolving their issues independently, particularly via digital channels such as portals and mobile applications.

The Service Request Creation Agent extracts requests from various interaction channels, including emails and chat conversations, converting them into actionable service tickets. The Work Order Agent is designed to expedite dispatch by automatically generating draft work orders complete with essential details for field technicians.

Additional tools include the Service Request Clustering Agent, which analyses similar cases to identify patterns and eliminate duplicates, and the Escalation Prediction Agent, which uses sentiment and request attributes to predict which cases may require escalation.