Generative AI for Siebel CRM Now

Available Now – Generative AI for Siebel CRM

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.

Following new genAI functionalities are now integrated into Siebel CRM :

Sentiment analysis

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.

Summarization

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

We also strongly recommend the approach do deploy Siebel CRM to the cloud, read our blog

Please also note, that Oracle Cloud Infrastructure has available Digital Assistant, AI driven chatbot which with integration with Siebel CRM can enhance the business opportunities for the company.

Checkout also our pre-built OCI packages