Oracle has introduced new role-based AI agents within Oracle Fusion Cloud Applications aimed at enabling organizations to deliver intelligent customer experiences (CX) at scale. Developed using Oracle AI Agent Studio for Fusion Applications, these agents are embedded in marketing, sales, and service processes, allowing CX leaders to boost productivity and business performance through unified data analysis, process automation, and predictive insights. Chris Leone, executive vice president of Applications Development at Oracle, emphasized that organizations are shifting from slow, reactive workflows to proactive, intelligent ones that enhance customer experiences and drive revenue growth. The AI agents help nurture customer relationships and increase lifetime value by leveraging unified data from multiple business processes. Operating on Oracle Cloud Infrastructure, these prebuilt AI agents are natively integrated into Oracle Fusion Applications at no extra cost.

Embedded within existing business workflows, they enable users to work more efficiently and make better decisions. The new AI agents available in Oracle Fusion Cloud Customer Experience (CX) include: **Marketing AI Agents:** - *Program Planning Agent*: Assists marketers in planning, launching, and optimizing cross-sell and up-sell campaigns by defining goals, audiences, and key narratives. - *Program Brief Agent*: Automates alignment among product, marketing, and sales teams by generating concise summaries of campaign objectives, target audiences, key messages, content needs, and tactics. - *Program Orchestration Agent*: Translates program briefs into actionable marketing tactics and assets. - *Buying Group Agent*: Creates targeted buying group segments and recommends who to focus on, identifying accounts most likely to purchase. - *Customer Insights Agent*: Analyzes account data for customer engagement based on real signals such as billing, renewals, and service interactions. - *Audience Analysis Agent*: Recommends optimal investment strategies and automates segmentation by evaluating persona coverage, engagement, and buying stages to maximize ROI. - *Copywriting Agent*: Automates content creation for emails, landing pages, and web assets to reduce manual effort, shorten timelines, and maintain message consistency aligned with brand goals. - *Image Picker Agent*: Suggests the most suitable images from approved assets to align with brand and campaign objectives. **Sales AI Agents:** - *Contact Insights Agent*: Prioritizes seller outreach by providing insights about contacts, their connections, and their significance within accounts. - *Quote Generation Agent*: Speeds up quote assembly by analyzing inputs like emails or drawings to select product configurations and apply correct pricing. - *Renewal Agent*: Proactively manages renewals by monitoring contract health and margin risk, issuing alerts, and delivering renewal briefs with usage trends, profitability, dependencies, and upsell recommendations. - *My Territory Agent*: Reviews risks and expansion opportunities within territories, highlighting performance changes and account anomalies since last review. **Service AI Agents:** - *Start-of-Day Agent*: Provides field technicians with personalized summaries of daily assignments to improve first-time fix rates. - *Work Order Scheduling Agent*: Optimizes scheduling for field service work orders by coordinating customer availability, technician qualifications, and parts availability, reducing delays and enhancing on-time service. - *Customer Self Service Agent*: Enables customers to quickly find answers, create and track service issues, and escalate to live representatives if needed. - *Attachment Processing Agent*: Assists service representatives by extracting and summarizing relevant data from file attachments to facilitate faster triage and resolution of customer requests. These AI agents embedded in Oracle Fusion Cloud Applications support organizations in transforming their customer-facing processes into intelligent, data-driven workflows that increase efficiency and improve overall customer satisfaction.