Empowering the Future of Customer Experience: Oracle Introduces Role Based AI Agents in Fusion Cloud Applications

The future of customer experience just got smarter. Oracle has unveiled new role based AI agents embedded within Oracle Fusion Cloud Applications, designed to transform how organizations engage with their customers across marketing, sales, and service functions.

At Altus, as an Oracle Partner, we’re excited about this innovation that marks a significant leap in agentic automation and intelligent CX workflows. These AI driven enhancements will help businesses deliver personalized, efficient, and proactive customer experiences—unlocking new opportunities for growth and loyalty.

AI That Understands Roles, Automates Workflows, and Enhances Relationships

The newly launched AI agents are purpose built for specific business roles and are natively integrated within Oracle Fusion Applications at no additional cost. By operating within existing workflows, they allow users to work faster, make better decisions, and scale customer engagement efficiently.

As Chris Leone, Executive Vice President of Applications Development at Oracle, puts it: “AI agents are transforming customer engagements from reactive, manual, and cumbersome processes into highly valuable and proactive strategies that enable organizations to scale quality experiences.” Reimagining CX Across Marketing, Sales, and Service

1. Marketing: Intelligent Targeting for Smarter Campaigns

AI agents now help marketers move beyond intuition to data backed decision making:

• Account Product Fit Agent: Identifies and prioritizes high potential customers using predictive scoring and engagement data.

• Buying Group Definition Agent: Maps key buyer personas and roles for precise targeting.

• Model Qualification Agent: Ensures marketers focus efforts on the right audience by validating and refining datasets.
  

These agents allow marketers to personalize outreach, optimize lead scoring, and drive higher conversion rates with minimal manual intervention. 2. Sales: Closing Deals with Data Driven Precision

Oracle’s new sales AI agents empower sellers to close deals faster with actionable intelligence:

• Deal Advisor Agent: Provides expert insights, references, and product information to strengthen proposals.

• Quote Assistant Agent: Delivers instant answers to deal related questions for smoother quoting.

• Product Recommendations Agent: Suggests cross sell and upsell opportunities based on customer history and preferences.

• Contract Advisor Agent and Quote Summaries Agent: Summarize complex deal and contract data for quicker understanding and better decision making.

• Lead Advisor Agent: Surfaces insights and next best actions for better lead management.
  

Together, these tools help sales teams accelerate deal cycles, enhance productivity, and focus on relationship building rather than routine tasks. 3. Service: Proactive, Personalized, and Predictive Support

AI is also reshaping customer service by turning reactive support into proactive engagement:

• Triage Agent: Prioritizes tickets by analyzing product, category, severity, and sentiment.

• Self Service Agent: Enables customers to resolve issues independently through guided digital assistance.

• Service Request Creation Agent: Converts chat, call, and email data into actionable service requests automatically.

• Work Order Agent: Prepares technicians with pre validated data for faster issue resolution.

• Service Request Clustering Agent: Detects recurring issues and reduces duplicate requests.

• Escalation Prediction Agent: Predicts and prevents potential escalations by analyzing sentiment and case patterns.
  

These intelligent capabilities lead to faster resolutions, happier customers, and more efficient teams. Altus Perspective: Enabling Smarter CX with Oracle Fusion and AI

As a trusted Oracle Partner, Altus specializes in helping enterprises leverage Oracle Fusion Cloud to achieve operational excellence. The introduction of role based AI agents aligns perfectly with our mission to empower organizations with intelligent, adaptive, and compliant business solutions.

Our expertise in Oracle Fusion implementation, AI driven analytics, and CX optimization positions us to help businesses fully harness these new capabilities—ensuring a seamless transition from traditional processes to intelligent automation. The Future Is Intelligent and Integrated

Oracle’s role based AI agents mark a pivotal step toward autonomous enterprise operations where every decision, recommendation, and action is backed by intelligent data.

At Altus, we’re ready to help organizations adopt and adapt these innovations to enhance customer engagement, drive revenue growth, and future proof their digital ecosystem. Ready to transform your CX strategy with Oracle AI agents?

👉 Connect with Altus today to explore how these innovations can accelerate your business growth.