Details of the latest Siebel CRM 25.8 Release Update under the Continuous Delivery Model. This Update was GA on 19th August, 2025.
This Update contains the following new features and delivers lots of key bug fixes.
Siebel AI Framework – Multimodal AI
Multimodal AI integrates and processes multiple types of data—such as text, and images—to generate more comprehensive insights and responses. This bridges the gap between vision and language, interpreting the context, and delivering results in a contextually relevant response. Multimodal AI represents a significant advancement over traditional AI as it blends different data types, such as text and images to offer a more holistic understanding of information. Furthermore, it understands the context by recognizing patterns across different types of inputs.
With Multimodal AI, you can achieve image-based use cases, such as:
- On closing a Service Request, the Service Desk Agent can generate a Summary of the interaction based on all Inbound, Outbound communications (text) and Service Request Attachments (images)
- Image-text retrieval relevant for Sales use cases, such as Charts and Graphs
- In an Insurance scenario, a Claims Representative can analyze damaged vehicles via Photos
- While entering the necessary Fields associated with a Service Request (For example: Changing Customer Address), a Customer Service Representative can use Multimodal AI to automatically detect predefined values, extract text from documents uploaded and auto-populate in the respective Fields
The Siebel AI Framework enables Developers to use Multimodal LLMs (For example: Llama 3.2 90B) to process both text and images. Access is available through chat interfaces, APIs, or dedicated endpoints.
Siebel AI Framework – Generated Satisfaction (GSAT) Score
Powered by Generative AI, the Generated Satisfaction (GSAT) Score produces intelligent real-time insight by aggregating across a variety of important customer satisfaction indicators. These indicators: Customer Effort, Agent Effort, Agent Knowledge, and Empathy are evaluated after every interaction or purchase—helping businesses elevate service quality and boost customer satisfaction:
- Customer Effort Score measures the effort it takes for a customer to interact with a company, resolve issues, or complete purchases.
- Agent Effort Score measures the ease with which an agent can accomplish their tasks and/or resolve issues.
- Agent Empathy Score measures the degree of empathy conveyed.
- Agent Knowledge Score evaluates how well an agent uses and applies their knowledge to manage customer interactions.
The GSAT Score is derived from this set of “defined factors” and can be triggered based on the user’s chosen workflows. The AI-powered feature allows instant access to customer satisfaction score, without manually checking emails or interaction logs. Developers who wish to include the GSAT Score into their workflows or agent screens/views can do so via the Siebel AI Framework and caters to both on-premises and cloud customers.
Anticipated benefits from this intelligent scoring are enabling organizations to deliver better agent customer experience.
Siebel Test Automation Dashboard and Productivity Enhancements
Siebel Test Automation now provides dashboards with data snapshots, for quick metrics and pending actions. Enhancements include:
- Test Results can now be stored at Test Step level, and causes of failure can be assigned for each failed Test Script, so that improvements can be focused and measured. Assigning the reason or categorizing failed results, improves planning for improvement actions.
For example, if 20 out of 100 Tests fails in a given run, the failure reasons need to be identified, in order to take remedial actions. If the reasons are determined to be environment related issues, or that Test Scripts need updating, or an application change caused regression, or a combination thereof, the remedial actions can be taken accordingly. Correct identification and remediation of recurring issues, can significantly improve efficiencies and save recurring manual effort involved to analyze, fix, rerun, etc.
- Persistent Profiles are used to store various parameters centrally, reducing effort involved in kicking off automation batch runs. Profiles enhance visibility and eliminate repeated manual efforts, and errors.
- Landing pages provide a snapshot of Test Management, in terms of Test Scripts, Data Sets, and Master Suites. Dashboards provides details of Test executions, Pending analysis (assigning category or causes to fail results), and Root causes summary for actions.
Expected benefits from these enhancements are:
- Improved scale and effectiveness of Test Automation
- Better analysis with next actions summary, such as failure analysis, and corrective actions.
To find out more about these features, please review the Transfer of Information on Oracle University.
An independent review of our Siebel CRM Release Updates can also be found here from the Siebel Hub.
For more information on Siebel CRM Release Updates: