Oracle has introduced autonomous agents as part of its Fusion Cloud Service, aiming to manage customer service processes entirely through AI. These agents perform various tasks such as generating contact center and field service call summaries, routing calls, and developing solutions for technical issues. The new release also includes a dashboard tracking how many customer tickets are resolved by AI compared to human agents.
Generative AI has been a major focus for Oracle’s competitors, including Zendesk and Salesforce, who also launched similar autonomous technologies in the past month. These innovations are set to transform customer service, but analysts suggest that complete automation still faces challenges, especially when it comes to integrating other systems like ERP and supply chain management.
While autonomous agents are likely to reduce the need for human involvement, industry experts like Predrag Jakovljevic believe that automation will need to work seamlessly across multiple platforms to truly meet customer expectations. Issues like incorrect billing or supply shortages can still frustrate customers, even if AI agents resolve their technical problems efficiently.
Oracle Vice President Jeff Wartgow stressed that this technology is designed for younger generations, such as Millennials, Gen Z, and Gen Alpha, who prefer quick resolutions through bots rather than engaging with live agents. However, the role of the service organisation is not diminishing; instead, it will shift towards optimising service workflows to suit evolving customer demands.