Oracle is deploying AI agents to help service teams deliver better customer experiences. For example, the Return Order Assistant connects service, fulfillment, and policy information to resolve issues quickly and effectively, providing customers with a uniform, seamless, and personalized experience. See it in action in a short demo.
What it shows
The demo shows how an account rep, Eric, can help a customer who has received defective phones as part of their order. Before Eric can address the issue, he needs to understand policies governing returns and replacements of defective merchandise. So he asks the Return Order Assistant agent. The agent provides guidance based on applying the company’s returns policy to the specific transaction.
Eric then wants to see about sending replacement phones in advance of receiving the defective returns, so he drills into source documentation referenced by the Return Order Assistant agent to learn more. He finds that he is allowed to send the replacements now, along with a prepaid label for the returning defective phones. He double checks inventory and fulfillment dates just to be safe.
Finally, he uses the Return Order Assistant to investigate discounts that might apply to this customer to offset the hassle. Based on his company’s policy, he enters an allowable discount and notes the reason.
Why this matters
Leveraging AI agents at the intersection of company-specific policies and order management offers several key benefits. It can streamline operations for service teams by providing clear guidance on acceptable procedures. It can give customers a more consistent service experience tailored to their specific needs, which is especially valuable for high-value accounts. And it generates greater levels of customer satisfaction overall. Finally, it allows companies to maintain better control over margins by ensuring uniform price concessions.
Summing up
Deploying AI agents to automate narrow slivers of customer service processes misses the point. This demo shows how the Return Order Assistant can help resolve customer issues by taking a broader approach to managing replacements, coordinating fulfillment, and determining appropriate discounts—all within company policy.
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