Oracle adds AI agents for marketing, sales and service to Fusion Cloud

Ahead of its Oracle AI World conference next week in Las Vegas, Oracle Corp. today introduced a set of new role-based artificial intelligent agents within its Fusion Cloud applications, with a focus on marketing, sales and customer service.

Oracle has been steadily adding agents to its enterprise application suite for the past year, focusing on the most common workflows. The agents can be used to automate tasks, identify trends and variances and trigger actions without leaving the application.

The new agents “help customer experience leaders deliver personalized support, deepen customer loyalty and unlock new revenue opportunities with intelligent insights and agentic automation,” Chris Leone, executive vice president of applications development at Oracle, said in a statement.

Oracle is adding three AI agents aimed at marketing professionals:

The Account Product Fit Agent helps prioritize the accounts most likely to purchase using combining predictive scoring, account data and engagement signals.
The Buying Group Definition Agent uses title-mapping algorithms to identify industry- and product-specific buying roles for more precise persona-based targeting.
The Model Qualification Agent leverages predictive models to recommend best-fit audiences and assess data quality for campaign targeting.

Sales representatives are getting six new agents:

The Deal Advisor Agent simplifies the process of preparing product and pricing overviews, guides and customer references needed to close deals.
The Quote Assistant Agent answers deal-related questions and streamlines quoting processes.
The Product Recommendations Agent suggests cross-sell and upsell options based on customer history and preferences.
The Quote Summaries Agent condenses deal details, history and next steps for sellers.
The Contract Advisor Agent summarizes contract terms and obligations.
The Lead Advisor Agent profiles lead behavior, engagement and profiles and recommends next actions.

Customer service professionals have six new agents:

The Triage Agent analyzes service requests by product, category, severity and sentiment to help in setting service priorities.
The Self-Service Agent is a customer-facing information and problem resolution guide that can be delivered through portals, websites and mobile apps.
The Service Request Creation Agent converts customer chats, calls and emails into service tickets.
The Work Order Agent generates prefilled draft work orders.
The Service Request Clustering Agent identifies recurring issues by analyzing similar requests.
Escalation Prediction Agent, which predicts requests likely to be escalated by evaluating sentiment and other attributes.

The release continues Oracle’s strategy of embedding AI directly into business applications rather than requiring separate platforms or add-on tools. All are free to Fusion Cloud subscribers.

Photo: Valeriya ZankovychAdobe Stock