Key takeaways
- With AI Agent Studio, organizations can adopt AI agents in Oracle Fusion Cloud CX without additional licenses or complex setup, offering a low-risk starting point for AI adoption.
- AI Agent Studio offers ready-to-use AI agent templates—such as the Account Advisor, Triage Agent, and Resolution Agent—that can be deployed as-is or customized to enhance sales and service operations.
- These agents gather data, route service cases, and provide insights and recommendations, improving issue resolution and helping teams focus on relationship building rather than administrative tasks.
Sales, marketing, and service teams face challenges—managing complex interactions, personalizing engagement, and delivering timely support—while handling increasing volumes of data with limited resources. At the same time, they’re presented with a great opportunity in the form of AI agents. Why? Because AI agents have advanced rapidly, offering practical ways of improving the customer experience at a scale that simply isn’t possible with more conventional technology. If you’re just starting to explore AI agents, consider these three. They are available as AI agent templates in Oracle AI Agent Studio and can be deployed as is, or with customizations, in Oracle Fusion Cloud CX.
1. CX Sales: Account Advisor Agent
Account and sales records hold a wealth of data, but it’s often unstructured, making it difficult for sales teams to use it to identify opportunities or pinpoint the stakeholders. The Account Advisor Agent automates the gathering and organizing of information across multiple customer channels and third parties (e.g., SEC 10-K summary, Dun & Bradstreet account data, etc.). The AI agent highlights recent activity, relationship status, potential opportunity signals, and more.
Why it’s valuable: This agent provides sales reps with an AI‑driven, unified account briefing, merging CRM, ERP, and third‑party data into a single view. This allows them to quickly see important information like account health scores, review subscription and invoice details, find answers to questions about opportunities or assets, and get clear next‑step recommendations to drive revenue.
2. CX Service: Triage Agent
Customer service teams must respond quickly, resolve difficult cases, and maintain customer satisfaction and loyalty, while keeping costs and agent attrition low. The Triage Agent helps by categorizing and evaluating incoming service requests, making sure team members are well-equipped to handle customers’ issues quickly and efficiently.
Why it’s valuable: The Triage Agent speeds up issue resolution by automatically analyzing each request’s intent and severity, and by filling in missing information. This means cases get routed to the right team with complete information up front, cutting down on follow‑up communications and improving resolution times.
3. CX Service: Resolution Agent
Like the Triage Agent, the Resolution Agent targets customer service teams’ workloads and resolution times. It provides customer service teams with context-aware suggestions tailored to the specific issue at hand, analyzing incoming service requests and recommending relevant knowledge articles and solutions. It’s capable of summarizing case histories, using customer-specific and interaction-specific data to identify solutions, and drafting customer correspondence.
Why it’s valuable: The Resolution Agent can help cut average resolution time and improve customer service team capacity, ultimately lowering support costs.
Getting started with Oracle CX AI agents
By combining automation with AI-driven recommendations, these agents help customer teams focus on relationship building and problem solving rather than administrative overhead. Adding these three agents can serve as a foundation that facilitates broader AI adoption.
AI Agent Studio and AI agents in Oracle Fusion Cloud CX don’t require additional licenses or complicated set-up. If your organization wants to explore AI in a low-risk, practical way, using these agents is an effective first step.
Additional resources
- Learn more about Oracle Fusion Cloud CX.
- Read about Oracle AI Agent Studio for Fusion Apps.
- See Oracle AI Agent Studio in action (demo video).
- Use the Redwood Accelerator to help migrate from Classic to Redwood UX / AI in Oracle Cloud CX Sales or Service (for existing customers, Oracle Cloud Customer Connect login required).
Related posts you might like
- New—Oracle AI Agent Studio for Fusion Apps
- See Oracle AI Agent Studio in action (demo video)
- See how custom AI agents help automate sales quoting
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