Sales journeys demand both speed and execution discipline. Customer service representatives must capture requirements, maintain context, complete mandatory steps, and progress the order journey without losing the flow of the customer conversation. Even when the underlying Siebel CRM process is clear, the day-to-day experience can still become navigation-heavy and overly dependent on agent familiarity with the application.
Siebel Sales Assistant is a Sample Application that addresses this challenge through a conversational experience embedded within Siebel CRM. It demonstrates how an AI assistant experience can help customer service representatives progress a customer order journey more naturally while continuing to operate within the underlying Siebel CRM business intelligence. The objective is not to move users away from the Siebel application, but to make the journey easier to execute by connecting natural-language interaction with relevant backend business actions.
Key Benefits
- Accelerates order progression through a more guided and intuitive user experience
- Reduces dependence on manual navigation across multiple Siebel views
- Helps customer service representatives use natural language to move more efficiently through key sales steps
- Lowers the effort required to capture and progress customer orders
- Improves consistency in how order journeys are executed from initiation through submission
Key Capabilities
The primary scenario supported by this reference solution is the creation of a new customer order, covering the key mandatory steps required to progress the journey through order submission. It shows how an AI assistant experience can be connected directly to business execution in Siebel CRM, allowing natural-language interaction to translate into functional execution across customer, contact, address, billing profile, and order-related tasks.
The reference solution demonstrates how AI supports execution of the end-to-end order journey by:
- Maintaining the customer account as the anchor for the overall journey
- Coordinating key related records such as contact, account address, and billing profile
- Interpreting user intent and mapping it to the appropriate journey step
- Invoking the relevant Siebel APIs through AI agents operating in the background
- Progressing the journey to order submission once required business steps and validations are satisfied
Natural-Language Sales Journey Experience
The solution introduces an embedded chat experience within Siebel CRM that allows customer service representatives to initiate and progress the supported order journey through natural-language interaction, reducing reliance on traditional screen-by-screen navigation.
AI-Assisted Journey Execution
The AI assistant interprets user intent, aligns it to the appropriate step in the sales flow, and coordinates the required functional actions in the background through AI agents, MCP-based capability access, and Open Integration-backed Siebel API execution.
Connected Customer Context Through Order Submission
The customer account remains the anchor for the journey, allowing related records such as contact, account address, and billing profile to be handled within a connected flow that progresses through to order submission within the defined scope of the reference solution.
Architecture
At the user level, Siebel Sales Assistant is experienced as a chat-led interface inside Siebel CRM. At the runtime level, the solution brings together an embedded chat experience, AI agents, workflow control, MCP-based capability access, and Open Integration-backed API execution into Siebel CRM.
When a user submits a request, the runtime interprets intent, evaluates journey context, determines the next step, and invokes the required Siebel APIs through the appropriate backend path. This allows the assistant to function as a governed execution layer while respecting required business logic, existing application views, and persisted Siebel state.
This architecture is particularly important in telecom environments because it preserves a clear separation of responsibilities: the chat UX handles interaction, the AI agents handle orchestration, the workflow layer handles progression and validation, and Siebel CRM remains the system of business execution and persisted state.
Access the sample application
Siebel Sales Assistant is being delivered as a Sample Application. It is intended to help customers and partners evaluate how an AI assistant experience can be introduced into sales journeys and what business value such an experience can offer in real-world order scenarios.
The Sample Application is delivered as a patch through My Oracle Support. Customers can request access by logging a Service Request and referencing Patch : 39911396. You can review My Oracle Support: KB927585 – Technical Note: Siebel AI Sales Assistant for more information and reference the note when logging the Service Request.
The patch includes the Siebel Conversational UX feature, Sales Assistant runtime adapter, Sales Assistant agent container image, AI Connector configuration updates, Open Integration configuration updates, Siebel server binary updates for Windows and Linux, Siebel seed-data setup instructions, and a README.html that guides customers through the complete Sales Assistant setup.
Next steps
The reference solution is focused on a practical, chat-led MVP for the supported order journey. It establishes a foundation for broader journey coverage, richer validation patterns, and stronger continuity between the AI assistant experience and the existing Siebel user interface.
Oracle encourages customers to share feedback and real-world use cases with the Siebel product team. This feedback will help validate the solution in real world scenarios and guide the next phase of our agentic capabilities.
Find out more – Join the webinar
Join our upcoming webinar on September 10 for an overview of Siebel Sales Assistant.
📅 Date: September 10, 2026 | 8:00 AM PT | 3:00 PM GMT | 5:00 PM CET | 8:30 PM IST
🔗 Register for this exciting event by clicking here.
This session will include a live demonstration of key features of Siebel Sales Assistant, followed by a Q&A session.