As stated in the oracle blog this week with the Siebel CRM Release update 24.9 Oracle has enhanced Siebel AI framework beside traditional AI Services such as Speech-to-Text and PII detection with new seamlessly integrated generative AI usecases.
With generative AI-powered sentiment analysis, support specialists are alerted if cases are moving in the right direction or not, which leads to better-prepared agents. In addition, it helps supervisors monitor the customer tone in support tickets and reassign as needed to avoid escalations.
With generative AI-powered closing and transfer summaries, providing key points and narratives including the customers’ pain points, solution provided, status and action points, organizations can reduce manual tasks for call center agents, accelerate issue resolution, and increase agent efficiency.
Oracle also expanded the existing AI usecases with following features :
- Address regulations such as the GDPR by identifying them before saving
- Identification of the Personal Health Information in order to prevent missuse in the customer interactions
- Speech to text was enhanced with Spanish, French, German, Portuguese and Italian.
- Service Request Area and Sub-Area automatic population based on inbound email text classification