Artificial Intelligence introduced in newest Oracle Siebel CRM 22.10.
19. 10. 2022
With the newest update for the Siebel Oracle CRM delivers pre-built integration with Oracle Cloud AI Services which contain prebuilt machine learning models.
The two cases of OCI AI Services in Siebel CRM are available as standard :
1. Detect Personal Identifiable Information (PII): This AI service alerts the call center agent of any PII data entered in the Service Request Description field. This will prevent potential regulatory / data compliance issues.
2. Transcribe speech to text: This AI service transcribes the recorded audio call received by the Call Center to text and attaches the text file to the Service Request automatically. Further intelligence can be automatically generated from the text to perform categorization, sentiment analysis, etc.
The integration is done with Java Business Service based on OCI Java SDK deployed in tomcat. It can be used by Workflow, BS, Script but good news called also from Inbound REST API so it is introduced to the organization which has deployed Siebel CRM. More usecases can be expected with the next versions of SIebel CRM.
CCW is specialized consulting and integrating partner for Oracle Siebel CRM. Contact us.
https://www.oracle.com/uk/artificial-intelligence/ai-services/
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