Oracle today announced Fusion Agentic Applications for customer experience (CX). The new agentic applications are powered by coordinated teams of specialised AI agents that are outcome-driven, proactive, reasoning-based, and engineered for enterprise execution. Built into Oracle Fusion Cloud Applications, Fusion Agentic Applications for CX can make and execute decisions within sales, service, and marketing processes by securely accessing unified enterprise data, workflows, policies, approval hierarchies, permissions, and transactional context.
“Customer expectations and operational complexity have outpaced traditional systems, creating an urgent need for applications that don’t just support work, but actively drive positive customer outcomes,” said Chris Leone, executive vice president of Applications Development, Oracle. “With our new Fusion Agentic Applications for customer experience, sales, service, and marketing teams can move beyond static workflows to embrace outcome-focused execution that increases efficiency, builds loyalty, and expands revenue.”
Running on Oracle Cloud Infrastructure, powered by industry-leading LLMs, and extending the world’s most complete suite of cloud applications, the new Fusion Agentic Applications move beyond assistance to execution, helping sales, service, and marketing leaders dramatically improve business outcomes. By operating inside the existing Oracle Fusion Applications security framework, the new Fusion Agentic Applications can autonomously progress routine work within guardrails, and surface exceptions, tradeoffs, and decisions where human judgment materially changes the outcome.
There are five new Fusion Agentic Applications available within Oracle Fusion Cloud Customer Experience (CX), including:
- Contract Compliance Workspace: Helps sellers advance deals and protect revenue with end-to-end contract oversight across an enterprise contract portfolio to help identify, prioritise, and address risks. By semantically analysing contracts, it can help detect deviations from policies and propose next steps. This shifts manual contract management to proactive risk management and helps reduce cycle time and improve deal quality.
- Cross-Sell Program Workspace: Helps sales teams achieve higher win rates, lower customer acquisition costs, identify growth opportunities, and drive predictable expansion revenue. This changes reactive campaigns into proactive, always-on revenue expansion.
- Marketing Command Centre: Helps marketing teams identify new revenue opportunities, prioritise target segments, and launch the next best growth program based on unified enterprise signals. This transforms manual analysis of fragmented data sources into coordinated, continuous growth execution.
- Sales Command Centre: Helps sales teams convert more leads, reduce churn, and accelerate revenue growth. This replaces manual oversight with continuous monitoring, risk analysis, and next-best-action execution.
- Service Manager Workspace: Helps service teams improve service quality and accelerate resolution by continuously monitoring service operations and surfacing escalations, customer risk, and service performance. This elevates traditional service dashboards into a proactive action-oriented assistant.
The new Fusion Agentic Applications for customer experience are supported by a full AI ecosystem anchored by Oracle AI Agent Studio. With the new Agentic Applications Builder in the Oracle AI Agent Studio, organisations can build, connect, and run AI automation and agentic applications using reusable Oracle, partner, and external agents without traditional application development. In addition, built-in observability, ROI measurement, and safety controls enable agents to deliver measurable value and operate responsibly at scale.
