After the initial hype around artificial intelligence (AI), and more specifically generative AI, organizations are now seeing a real opportunity for using AI technology to enter a new era of productivity. It is our goal for Siebel CRM to enable our customers to use AI solutions as easily and cost effectively as possible. In addition, to remain open and flexible with our approach to enterprise AI, since most would agree that we are just at the beginning of a new-era in AI.

Oracle AI for Siebel CRM

  • Oracle has delivered AI services in OCI for several years. With Siebel CRM we provided out of the box capabilities for Speech- to-Text transcription and PII detection with our 22.10 release, and the Oracle Digital Assistant integration in 2021. 
  • Within the Siebel CRM application, we have built a versatile Siebel AI Framework that makes it easy to consume Oracle AI services. This includes Speech-to-Text and PII detection, but can also be extended into a wide range of use cases, including translation, classification, summarization, transcription, analysis, and suggestions.
  • With our 24.9 release update, we have enhanced our Siebel AI Framework to include both traditional AI services and generative AI capabilities that help marketing, sales, and service teams enhance operational efficiency in everyday tasks and workflows.
  • Developers can access the Siebel AI Framework via REST APIs and SDKs as well as Siebel native components like Workflows or scripts. As a result, organizations can quickly and easily build custom AI solutions for their Siebel CRM deployment. 

What’s new with Oracle AI for Siebel CRM? quite a lot actually!

Sentiment analysis

As support teams work through their processes, there are times when generative AI can assist in an advisory role and identify the underlying emotions in customer conversations. The sentiment analysis model evaluates the text in the subject line, body of emails, description of cases, and returns positive, neutral, and negative sentiments. The feature is seamlessly integrated within the Service Request Activities workflow and helps to tailor responses to align with the customer’s emotional state.

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

A common process for support agents when they close support tickets is to summarize the case, the interactions, and any useful information that might help with similar support tickets. This summarization task can often take a long time to curate, especially for long running support tickets with lots of analysis and interaction. This is a classic scenario for using generative AI to summarize by using a specific format, length, and tone. 

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’s Generative AI differentiation

The Generative AI services from Oracle AI are uniquely different:

  • Cost-effiective and high performing enterprise-focused models: Allowing for many uses cases and efficient fine tuning
  • Customer data is private and protected: We don’t share the data with any third-party model providers
  • Iterate and refine prompts based on outputs: Fine-tune the performance and tailor the output to your desire
  • Humans remain in control: Read, evaluate, tailor and tweak responses
  • Choice of consumption: On-demand, pay-as-you-go or can be hosted in dedicated AI clusters

Expanded use-cases with the Siebel AI Framework

The out-of-the-box solution for Personally Identifiable Information (PII) detection is being extended to identify Private Health Information (PHI). Now the system detects, classifies and provides options (Replace, Mask, Remove) to redact sensitive information.

The speech-to-text transcription capability to transcribe files is now possible in new languages including Spanish, French, German, Portuguese, and Italian. In addition, we are adding support for multiple new input formats in addition to the existing WAV audio format: MP3, OGG, OGA, WEBM, MKV, AC3, AAC, M4A, MP4, FLAC, and AMR.  

By using the Service Request classification feature, the Area, and Sub-Area can be auto populated when the request is created by the inbound email channel. With custom text classification, you can create custom models and train the models on sample emails or support tickets. Then, you can deploy the models to analyze new tickets or email, categorize, and automatically assign to the right associate.

Here are some ways traditional AI can enhance customer support:

  • Address regulations, such as the General Data Protection Regulation (GDPR), by identifying private information and redact it before saving
  • Assist associates to receive accurate transcriptions in seconds
  • Automatically categorize incoming support requests

So, what do all these use cases mean for Siebel CRM customers? in short, with the out-of-the-box AI features and expanded capabilities, using AI services in Siebel CRM is made more accessible, more efficient, and more effective, enabling organizations to gain immediate and real-world business results.

Siebel customers can discuss their requirements and business use cases with their Oracle representative. Technical details of Generative AI Service for Siebel CRM are available in Oracle University. To learn more, also refer to the Applications Administration Guide

 

To hear more about Generative AI for Siebel CRM and ask any questions, register for the webcast on 26 September.