ORACLE 25C: Smarter AI Built Into CX
Make the most of what's already there.
Whitney Chamblin
Business Development Lead
Oracle’s AI technology is built in. The impact depends on how you activate it.
With every quarterly release, Oracle adds new AI-powered features across Sales, Marketing, and Service. But the 25C update stands out for one key reason: it shifts the conversation from what’s possible to what’s finally practical.
The technology is embedded. The value depends on how you use it.
Some features are ready the moment you activate them. Others depend on how your team works, from your data to your workflows to your people.
For Marketers: Smarter Tools Once You Flip the Switch
Multi-language GenAI Content
Oracle now lets you choose a generation language directly within the Eloqua editor. This applies to subject lines, emails, landing pages, and SMS. Rather than just translating, the AI creates native-language content that reads more naturally for your audience.
📍 Where to find it: Check the Guided Campaign editor under each asset type to select your generation language.
Send Time Optimization
You can now optimize send times in Guided Campaigns based on how each contact has historically engaged with your emails. Eloqua recommends delivery windows automatically, helping your team boost open and click rates without additional segmentation.
AI Entitlements Are Expanding
Predictive and Generative AI features are now included in all Eloqua editions, but they aren’t turned on by default. You’ll need to submit a service request (SR) to activate them. Guided Campaigns also come with a limited number of licenses depending on your edition, so it’s worth confirming what’s available in your contract.
What About Subject Line Optimization?
Subject Line Optimization is being phased out in favor of Oracle’s GenAI-powered Subject Line Generation. If your team relied on the classic version, now’s the time to start testing the new approach.
For Sales & CPQ: Intelligence That Fits Your Process
Forecast Summary (GenAI)
Sales managers can now auto-generate deal summaries and forecasts based on pipeline data. It’s available right inside the forecasting workspace, cutting down on copy-paste reports and last-minute prep.
Account Advisor Agent
This AI agent pulls data from CRM, ERP, and third-party sources to surface key insights about each account. Think: competitive activity, risk indicators, and upcoming opportunities, without the manual digging. It’s designed for sellers who don’t have time to chase context.
AI-Powered Product Recommendations (CPQ)
Using lookalike customer purchasing behavior, CPQ now suggests high-fit upsell and cross-sell options during quote creation. This feature helps reps maximize deal size with minimal lift.
Quote Assist Agent (CPQ)
Built on Retrieval-Augmented Generation (RAG) models, this agent helps reps build quotes faster using past deal data, product rules, and pricing logic. It’s not a chatbot, but rather a contextual assistant integrated with the CPQ workflow. Requires Redwood UI.
Reminder: Redwood Isn’t Optional Anymore
If you haven’t migrated to Redwood UX, most of these features are out of reach. With everything from legacy migrations to brand new Redwood implementations, we can help you make the move.
For Service: AI That Reduces the Load
Triage Agent
When new service requests come in, the Triage Agent assesses sentiment, severity, and product type to prioritize work automatically. This gives support teams an immediate sense of urgency before ever opening the ticket.
Resolution Agent
When a case is opened, the Resolution Agent immediately pulls relevant knowledge articles and past service requests with similar context. It helps reps see what worked before and apply it quickly, without manually searching through history.
This makes it easier to respond with confidence, especially on complex or recurring issues where the right answer isn’t obvious.
For CX Teams Ready to Go Deeper: Meet Oracle’s AI Agents
One of the most important and exciting developments in 25C is Oracle’s rollout of fully integrated AI agents across Sales, Service, and CPQ. These agents are built using the new AI Agent Studio for Fusion Applications, and they represent a move toward deeper, task-based automation inside core business workflows..
Unlike classic tools that enhance a single step, these agents are designed to observe, plan, and act across systems with minimal human oversight. They’re embedded directly inside the Redwood UI, powered by large language models (LLMs), and built to complete tasks that stretch across CRM, ERP, and external APIs.
If you're using Quote Assist Agent, Account Advisor, or the Resolution Agent, you’ve already seen the foundation. But Agent Studio goes further - offering a platform to configure new agents, orchestrate tasks across departments, and monitor performance in real time.
Oracle’s AI Agents aren’t external bots or disconnected tools. They’re built into Fusion to handle real tasks across your systems, with human-in-the-loop design, trust and security baked in, and workflows that don’t need a new app to function.
We’ll be covering more on AI Agent Studio and what it means for enterprise CX in an upcoming blog. But if you’re already wondering what’s possible, or how to get started, we can walk you through it now.
What Happens Next Depends on You
The AI is already there. It’s in your campaigns, your sales process, and your service flows. But turning it on isn’t the same as making it work.
Teams that see real value from 25C are the ones who know where to focus, what to test, and how to align their people around it.
How Motiv Helps You Put AI To Work
✅ Motiv Academy: Free, self-paced walkthroughs that show you how to activate the right AI features inside your Oracle CX instance. Updated every quarter with what’s changed and what’s actually useful.
🧭 AI Readiness Assessment: A focused evaluation of your data, workflows, and real-world use cases. We help you prioritize what’s worth doing, what’s ready now, and what will deliver results.
Motiv implements these features for Oracle CX customers and uses them ourselves across Sales, Marketing, and Service. We know what works, what doesn’t, and how to make AI part of the day-to-day.
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Own Your Journey
Oracle CX is a software suite that allows you to manage your customers’ experience (CX) through every step of your unique customer journey across a variety of different channels.
The benefits of utilizing the latest software that’s been configured to fit your workflow include an increased ROI, efficient and clean data management, increased business capacity, minimal process disruption, and an overall improved customer experience that grows current relationships while fostering new opportunities.
