I am seeing a pattern. Last time I looked at how Oracle’s generative AI is integrating into a variety of front- and back-office work areas like supply chain, HR, and, of course, CRM. Today, I want to examine Salesforce’s recently announced AI enhancements for its Field Service Suite. The pattern that I see involves automating jobs...
Oracle has announced 50 new generative AI apps for its application suite that embed into existing business workflows across finance, supply chain, HR, sales, marketing, and service, as well as an expansion of the Oracle Guided Journeys’ extensibility. It seems like good stuff, but it also neatly d...
Applying AI to customer service as a test case does have some advantages. Customers are different from sales prospects. A prospect can ghost you, but a customer has a need to make things work both product-wise and throughout the relationship.
What a difference a decade makes. It seems only about that long ago that vendors were wrestling with providing the rudiments of automated triage for customer service. It was not often pretty, but they kept at it. Good thing, too.
Recently, Oracle and Microsoft jointly announced a cooperative pact to interoperate several of each other’s products to support Bing searches and other applications. The questions I have include whether this is significant and, if so, what it says about the future of CRM.
Navigating the transition from CRM 2.0 to CRM 3.0 requires a focus on ethics and proactive problem-solving, paralleling trends in modern medicine. Some CRM vendors, like Salesforce, are trying to instill the idea.
Last week, I was all over Oracle Cloud Infrastructure (OCI) like a junkyard dog. In the quarter-mile race that is the software industry, I have to say that from a standing start, Oracle has done quite well.
Salesforce is coming very close to being able to say that regardless of what incumbent software vendors are already in a business's portfolio, Salesforce should be there, too.
What’s been missing in the losing contest against "bad social" has been an ability to chase down misinformation to the root and to overpower it with truth. That’s exactly what AI can do.
A preview of Oracle's CloudWorld, exploring AI advancements, kinetic data, and how emerging tech could reshape industries and create new opportunities.
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