What if your next service request could be resolved without a human ever seeing it?
That’s not a future possibility—it’s happening today with Oracle Fusion Service. The world has changed. Customer expectations have changed. Your customer service must change with it.
The Cost of Standing Still
Even though your current support application might be serving you well, chances are it wasn’t built for AI or hyper-connected operations. Holding onto it now means missing out on the biggest tech leap in a generation.
- According to Gartner, 79% of customer service leaders are under pressure to adopt AI to improve operations. 1
- At the same time, contact center agent attrition remains high—often between 30–45% annually—due to outdated tools and overwhelming workloads. 2
- 60% of Gen Z like to solve problems using self-service, and 57% want to get a response from customer service within 24 hours or less. 3
Gartner confirms that customer service teams are facing executive pressure to automate their operations—not to replace people, but to enable them to do more. 4
Understaffed and reactive systems can’t support that transformation. Delaying migration doesn’t buy time—it costs agility. Time spent on outdated systems means lost AI gains, rising support costs, and gaps in customer experience.
Fusion Service: Built for Tomorrow
Oracle Fusion Service isn’t an upgrade. It’s a new foundation.
Designed for an AI-first, data-driven world, Fusion connects service with sales, quoting, logistics, and subscriptions—all on a single platform. It brings together generative AI, a unified data model, and an open ecosystem to support any service model: B2B, B2C, hybrid, or XaaS.
- Automate resolutions for routine requests using an AI-powered Resolution Agent and curated knowledge base.
- Guide customer service teams and technicians with smart suggestions drawn from historical context, policies, and live data.
- Trigger proactive service using IoT signals and asset monitoring—before customers even know there’s an issue.
- Orchestrate field, digital, and call-center operations with a consistent, scalable experience.
What Makes Fusion Service Different
Seamless Integration with Fusion Applications
Fusion connects directly with Oracle’s broader business applications, giving you a single, unified view of customer, product, asset, and service data. For organizations with complex operations—especially those managing physical assets, supply chains, or field services—this integration eliminates costly middleware and provides unprecedented end-to-end visibility.
No need to build or maintain integrations between your service desk and your ERP, asset management, or field-service systems—what took months of custom development now just works out of the box.
The AI Advantage
Gartner advises customer-support and service leaders to shift from human-centric operations to AI-driven leadership models, deploying automation at scale to embed service throughout the enterprise. 5
Fusion Service includes more than 20 AI-powered features built directly into the platform:
- Service Request Triage and Resolution Agents that automatically categorize issues and suggest solutions.
- Knowledge Search and Chat Agents that surface contextually relevant information.
- Work Order Creation Agents that automatically generate field-service tasks based on asset conditions.
- Generative AI capabilities for summarization, content creation, and response assistance.
These capabilities help service teams resolve issues faster, guide field technicians with smart recommendations, and power self-service tools that customers actually want to use—all without requiring separate licenses or additional spend.
Modern User Experience That Works
Built on Oracle’s Redwood Design System, Fusion offers an intuitive, modern interface that reduces training time and helps service teams be more productive from day one. Streamlined workflows mean fewer clicks, less navigation, and better multitasking—especially valuable for complex scenarios involving multiple systems, asset histories, or field coordination.
You can also customize and extend workflows with low-code Visual Builder tools, giving you flexibility without the traditional IT burden.
Complete Service Automation
Fusion automates the entire service lifecycle across every channel:
- Self-Service: Empower customers to resolve issues on their own with intuitive, AI-enhanced self-service.
- Service Rep-Assisted Service: Augment your service reps with AI—so every interaction is faster, smarter, and more consistent.
- Field Service: Predict, schedule, and optimize service in the field with built-in intelligence.
- Employee Service: Streamline employee support with a unified service platform spanning HR, IT, marketing, sales, finance, legal, and operations.
For asset-intensive businesses, this means seamless handoffs between digital support, contact-center reps, and field technicians—all working from the same unified data.
Proving the Value
Organizations across industries are seeing significant results:
- Badger Infrastructure Solutions achieved a 30% reduction in operational work, a 60% reduction in credit and rebills, and significantly reduced accounts-receivable aging.
- Banco Promerica reduced average operating time from 6.56 minutes to 6.31 and customer-call abandonment rates from 5% to less than 2%.
- Even within Oracle’s own operations, Fusion Service powers support for more than 6,000 service reps and handles over 3,500 service requests daily across complex global operations.
Why Now
- Oracle’s innovation focus on Fusion. All new AI, automation, and experience enhancements are being built on the Fusion platform.
- Market pressures aren’t easing. With service teams stretched thin and customer expectations rising, automation is the only path to sustainable scaling.
- Migration support is provided every step of the way. Oracle has a dedicated team actively supporting RightNow customers through their transition with proven tools, expert guidance, and commercial benefits.
Is Fusion Right for Your Organization?
Fusion Service is the best fit for organizations ready to scale, automate, and unify their customer-service operations—especially those with field service or asset-based business models, or those already using other Oracle Fusion applications.
Even if you don’t fit those profiles exactly, you may still benefit from a migration—especially if you’re ready to embrace AI, reduce manual effort, and modernize your service experience.
Your Next Step Forward
The future of service is automated, connected, and intelligent. Organizations that act now gain competitive advantages through AI-powered efficiency, reduced operational costs, and enhanced customer experiences.
- Schedule a personalized Fusion Service demo to see the platform’s capabilities in action.
- Talk to your Oracle Account Representative to assess your environment and plan your transition with the extended support team.
- Take advantage of Oracle’s migration incentive: receive 12 months of B2C Service at no cost when you commit to a 36-month Fusion Service contract.
With Oracle Fusion Service, you don’t just keep up with change—you lead it.
Ready to explore how Fusion Service can transform your operations? Visit the Oracle website or contact your representative to begin your migration journey.
1, 4, 5 Leading Service and Support Into the Future, Gartner, 2025
2 Key Causes of Call Center Turnover and Ways To Reduce It
3 Self-Service: Why Gen Z Prefers Solving Problems On Their Own, Forbes