Oracle adds AI agents across CRM & supply chain apps

Oracle has added new AI agents to its Fusion Cloud Applications, aimed at common tasks across marketing, sales, service, and supply chain operations.

The agents run within Oracle Fusion Cloud Customer Experience and Oracle Fusion Cloud Supply Chain & Manufacturing. Oracle built them using Oracle AI Agent Studio for Fusion Applications. The agents come prebuilt, are available inside Fusion Applications at no additional cost, and run on Oracle Cloud Infrastructure.

Oracle said the release is designed to embed automated assistance into everyday workflows, with agents analysing data, generating recommendations, and handling routine steps in processes such as campaign planning, quoting, field service scheduling, and procurement.

Customer experience

In Oracle Fusion Cloud Customer Experience, Oracle has introduced role-based agents for marketing, sales, and service teams. They cover campaign design and execution, account and contact research, renewals, and service request handling.

For marketing teams, the new agents include tools for planning and orchestration. Oracle listed a Program Planning Agent to plan, launch, and optimise cross-sell and up-sell programmes, along with a Program Brief Agent and a Program Orchestration Agent to help define objectives, align teams, and translate plans into tactics and assets.

Oracle also added targeting and analysis agents. The Buying Group Agent segments audiences and recommends targets, while identifying accounts likely to buy. A Customer Insights Agent analyses account data such as billing status, renewal timing, and service interactions. An Audience Analysis Agent evaluates persona coverage, engagement levels, and buying stage, then recommends investment strategies and segmentation.

Two agents support creative and asset selection. The Copywriting Agent drafts copy for emails, landing pages, and web assets based on brand guidelines and marketing goals. The Image Picker Agent recommends images from pre-approved assets, based on tactic objectives and design standards.

For sales, Oracle highlighted agents for research, quoting, renewals, and territory review. The Contact Insights Agent surfaces information on contacts and their connections within an account. A Quote Generation Agent analyses inputs such as emails, drawings, or specified requirements, then selects product models or configurations and applies the correct pricing template.

A Renewal Agent monitors contract health and margin risk, then provides alerts and recommendations. It also generates renewal briefs with usage trends, profitability insights, product dependencies, and upsell recommendations. Oracle also added a My Territory Agent that summarises changes across accounts and flags risks, expansion opportunities, and performance anomalies.

Service teams get agents aimed at field work and customer interactions. A Start-of-Day Agent generates a daily summary for field technicians, intended to improve first-time fix rates. A Work Order Scheduling Agent aligns customer availability, technician qualifications, and parts when scheduling work orders.

A Customer Self Service Agent answers customer questions and can create and track service issues, escalating to a live representative when needed. Oracle also introduced an Attachment Processing Agent that extracts and summarises data from file attachments to support triage and resolution.

Chris Leone, Oracle's executive vice president of applications development, said the customer experience agents can help move sales, marketing, and service processes away from slow manual steps. "Organisations are transforming slow, reactive sales, marketing, and service processes into proactive and intelligent workflows that deliver exceptional customer experiences at scale and drive revenue growth," he said.

Supply chain

Oracle has also introduced AI agents for Fusion Cloud Supply Chain & Manufacturing, spanning planning, procurement, manufacturing, maintenance, inventory, logistics, order management, and service parts.

For planning and procurement, Oracle listed a Planning Cycle Agent that retrieves, assigns, and updates tasks within the planning workspace. A Planning Measure Expression Agent translates business questions into planning calculations and highlights errors with recommended corrections. For product lifecycle management, a Component Replacement Agent identifies a component being replaced, suggests alternatives, analyses impacts, and generates change orders.

Procurement teams also get an Autonomous Sourcing Agent aimed at low-dollar, high-volume purchases. Oracle said it identifies requisitions eligible for autonomous negotiation and manages supplier invitations and notifications according to company policies.

For manufacturing, maintenance, and inventory, Oracle listed several agents. The Maintenance Work Order Cost Estimation Advisor Agent estimates costs based on planned materials, labour, and resource usage, then presents consolidated data through a conversational interface. An Outside Processing Shipping Agent creates and consolidates shipping data for items sent to suppliers and covers compliance steps in the process.

In warehouses, an Inventory Tasking Agent assigns tasks after evaluating operator availability, skills, zones, and priorities. An Inventory Ageing Advisor Agent flags slow-moving stock, assesses holding costs, recommends actions such as returns or transfers, and can execute selected actions.

For logistics and order management, Oracle introduced a Wave Research Advisor Agent that analyses batches of warehouse work, identifies issues and root causes, and provides recommendations. A Task Management Assistant detects at-risk orders by identifying missing planned ship dates and reprioritising tasks. Oracle also listed a Purchase Order to Sales Order Converter Agent that extracts data from PDF purchase orders, creates and submits sales orders, summarises exceptions, and learns from feedback.

Order management also includes a Product Configuration Agent that interprets requirements in natural language and generates configurations for quotes and sales orders. A Service Parts Advisor Agent uses knowledge base information and service history to identify parts and place orders.

"As supply chains grow more complex and disruptions become more frequent, organizations need faster, more automated ways to keep operations moving," said Chris Leone, Oracle's executive vice president of applications development. "With the new AI agents embedded in Oracle Fusion Applications, supply chain leaders can meet customer demands and improve operational resilience by automating critical tasks, reducing manual errors, optimising resources, and proactively resolving issues."

Oracle also said customers and partners can build and manage their own AI agents using Oracle AI Agent Studio for Fusion Applications, which it described as a platform for building, testing, and deploying agent teams across an organisation.