Oracle Launches AI Agents in Fusion Cloud

Oracle has expanded its AI capabilities within Oracle Fusion Cloud Applications, introducing new role-based AI agents designed to help customer experience (CX) leaders streamline operations and drive revenue growth.

The embedded agents, available at no additional cost, aim to transform reactive customer engagements into proactive, data-driven strategies. The AI agents—built on Oracle Cloud Infrastructure—are natively integrated into marketing, sales, and service workflows, enabling teams to automate processes and leverage connected data for smarter decision-making.

According to Chris Leone, executive vice president of Applications Development at Oracle, these tools will help organisations "scale quality experiences to win more business and keep customers happy."

Agents for Marketing, Sales and Customer Service Teams

For marketers, the suite includes agents like the 'Account Product Fit Agent', which uses predictive scoring and engagement data to identify high-intent customers, and the 'Buying Group Definition Agent', which maps industry roles to personalise outreach.

Sales teams gain tools such as the 'Deal Advisor Agent', which surfaces expert guidance to accelerate deal closures, and the 'Product Recommendations Agent', which analyses customer history to suggest upsell opportunities.

Service teams benefit from agents like the 'Triage Agent', which prioritises support tickets based on severity and sentiment, and the 'Self-Service Agent', which guides customers through issue resolution via portals or mobile apps. The 'Escalation Prediction Agent' also helps representatives flag at-risk requests before they escalate.

Availability

This development aligns with Oracle’s broader push to embed AI across its Fusion Cloud suite, following previous enhancements to its ERP and HCM platforms. The company claims the agents will reduce manual effort while improving personalisation—a key focus as brands compete to deliver seamless customer journeys.

Oracle Fusion Cloud CX remains part of the larger Fusion Applications ecosystem, which includes AI-powered tools for finance, HR, and supply chain management. The new AI agents are available now within existing Fusion Cloud workflows.