The new Adaptive Intelligent Apps for customer experience (CX) are designed to enhance existing commerce, marketing, sales and customer service applications within the Oracle CX Cloud Suite. The apps blend first-party and third-party data with sophisticated science and machine learning to deliver customised insights that improve with every customer interaction and include innovative apps designed for both consumer and business-to-business (B2B) use cases.
Adaptive Intelligent Apps are powered by insights from the Oracle Data Cloud, which is the largest audience data marketplace in the world with a collection of more than 5 billion global consumer and business IDs and more than 7.5 trillion data points collected monthly. By applying advanced data science and machine learning to Oracle’s web-scale data and an organisation’s own data, the new Adaptive Intelligent Apps for CX can react, learn and adapt in real time based on historical and dynamic customer data such as clickstream and social activity as well as inputs such as weather, lookalike audiences and Internet of Things (IoT) data.
Use cases include:
Commerce professionals: The AI-powered capabilities provide contextual content for shoppers. Recommendations utilise account data, shopper third-party data and real-time inputs to optimise outcomes and create superior consumer experiences for both first-time and known shoppers. This drives repeat visits, loyalty and ultimately revenue.
Marketing professionals: The AI-powered capabilities enable smarter cross-channel experiences. By personalising engagements in real time across all channels, the new AI capabilities empower marketers to capture attention, drive engagement and improve conversion.
Customer service professionals: New AI-powered capabilities enable smarter and faster resolution of customer issues by providing the best information in the right channel at the right time. By delivering predictive product failure, predictive account health and predictive recommendation capabilities to customer service professionals, customers receive connected service experiences that ultimately improve customer loyalty and advocacy.
Sales professionals: New AI-powered capabilities enable smarter sales experiences by optimising the selling process for sales teams and customers. Offers are optimised for the individual customer, then presented digitally or through a sales professional. Sales professionals can improve productivity by following guidance derived from opportunity analysis as well as using account engagement and next-best action capabilities to accelerate and close more deals.
“Oracle is uniquely placed to deliver on the promise of artificial intelligence based enterprise applications and is delivering on the future of AI driven business applications today,” said Clive Swan, SVP Applications Development, Oracle Adaptive Intelligence. “By combining first and third party data with advanced machine learning and the industry’s most comprehensive cloud applications suite, Oracle provides a complete package that helps eliminate the need for more integrations or other costly and time-consuming processes. This enables our customers to achieve immediate value and take a smarter approach to business transformation.”
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