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Boosting employee productivity with AI
Creating personalized customer experiences can take more time and resources than many businesses have to spare . Business leaders are struggling to fill traditional customer service roles , and many are turning to automation , digital assistants , and AI-powered technology to help meet customer needs .
With AI capabilities embedded into leading cloud CRM solutions , businesses have the tools to boost the productivity of their workforce . These capabilities empower professionals in marketing , sales , and other service roles to automate many of the repetitive , low-value and time-consuming tasks . Instead , they can focus on the more strategic tasks that drive growth and elevate how their customers interact with the brand .
What ’ s more , adopting these AI services shouldn ’ t require massive disruption to the day-to-day business operations . For instance , with Oracle Fusion Cloud Customer Experience ( CX ), AI capabilities are built-in and can be updated each quarter , so customers simply determine which features they are ready to use and can turn them on as they go . There ’ s no need to invest heavily in technical training or tuning new models .
Generative AI capabilities to achieve better business outcomes
As customers expect high-quality service and quick solutions to any challenges that arise , each business interaction must be personalised and informed .
With large volumes of inbound customer requests , the generative AI capabilities embedded in cloud CRM systems can help provide quick and helpful customer support . For instance , automatically creating contextually aware responses to a customer question by using previous interaction history to draft a response that is then reviewed and edited before it ’ s delivered . Customers benefit from faster response times and service agents can focus on responding to the more complex scenarios .
Summarizing information and creating knowledge-based content can also take a lot of time from service and marketing teams . This is often useful information that many in the business use to support existing customers or engage new buyers . Generative AI can develop new content , such as quickly writing emails and newsletters for an upcoming event or drafting a standard set of procedures for complex medical scenarios .
A final example is creating schedules for field service technicians that work remotely . AI capabilities can automatically recommend relevant jobs by considering the technicians ’ availability , location , skills , billing status , and more . This can help improve overall customer satisfaction . Jobs are recommended to the technician based on factors such as the estimated job duration and travel time , so customer needs are met quickly and technicians are fulfilled throughout the day .
Towards a new era of CRM
Service resources have always been finite for organizations . However , at a time when leaders must achieve more with less , businesses need to be as savvy with their employee resources as they are with their technology .
Business leaders must be able to predict , plan , and proactively activate whichever services they can . This is exactly where a cloud CRM solution brings value : offering improved efficiency , a boost to productivity , and the latest technological advancements , including AI and generative AI . ■
Guy Armstrong www . oracle . com
Guy Armstrong is SVP of Applications , Oracle UK and Ireland . Oracle offers integrated suites of applications plus secure , autonomous infrastructure in the Oracle Cloud .
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