Close Search

Artificial Intelligence (AI)

In the world of Customer Relationship Management (CRM), today’s spotlight is on technology. Technologies have evolved from emerging to a reality. Artificial Intelligence (AI) is more than a buzzword. Those that embrace AI will thrive and those that do not may struggle to maintain competitiveness.

With traditional and generative AI integrated to Siebel CRM, customers can instantly access AI outcomes wherever they’re needed in their existing business workflows.

AI Services

Oracle Cloud Infrastructure (OCI) AI services are a collection of offerings, including OCI Language, OCI Vision, OCI Speech and OCI Document Understanding, with prebuilt models that make it easier to leverage AI. Traditional AI features within Siebel CRM are powered by OCI AI Services. The AI Services-powered capabilities are pre-configured into Siebel CRM via the Siebel AI Framework.

Pre-configured AI capabilities include:

  • Speech-to-Text Transcription: Transcribe call center calls and links them to Service Request
  • Detection of personally identifiable information/private health information: Identify, classify, and de-identify PII/PHI in Service Request

Configurable AI capabilities include:

  • Custom text classification: Classify incoming Service Requests and auto-populate the Area and Subarea fields
  • Email translation: Detect the email language and translate incoming emails
  • Image Classification: Classify images into pre-defined categories

Generative AI

OCI Generative AI is a fully managed service that provides a set of state-of-the-art, customizable large language models (LLMs) that cover a wide range of use cases, including chat, text generation, summarization, and creating text embedings. Built on OCI Generative AI, Siebel CRM supports functional use cases within existing business workflow. These built-in features allow customers to take full advantage of both foundational and specialized large language models (LLMs).

Pre-configured Generative AI capabilities include:

  • Summarization: Generate a closing/transfer summary of the Service Request that can be reviewed and revised
  • Sentiment Analysis: Determine the sentiment of all inbound communication to understand how a customer is feeling about their current service

Configurable Generative AI capabilities include:

  • Customer feedback summarization
  • Case/Incident summarization
  • Multimodal AI - support multiple types of data—such as text, and images—to generate more comprehensive insights and responses.

AI Framework

Flexible and versatile AI framework to leverage both pre-configured and configurable AI features. Developers can access AI services via REST APIs and SDKs as well as through Siebel CRM native components like Workflows or scripts.

As a result, organizations can quickly and easily adopt the latest AI capabilities into their Siebel CRM deployment to enrich productivity, workflows and business insights.

Oracle AI Infrastructure

Oracle’s distributed cloud enables you to deploy AI infrastructure anywhere to help meet performance, security and AI sovereignty requirements.

OCI AI infrastructure for all your needs, whether you’re looking to perform inferencing or fine-tuning or train large scale-out models for generative AI, OCI offers industry-leading bare metal and virtual machine GPU cluster options powered by an ultrahigh-bandwidth network and high performance storage to fit your AI needs.

Customer success with Siebel & AI

Siemens
Enhancing multilingual communication in Siebel Call Centers with AI-Driven email translation

Proximus
Use Github Copilot for Siebel code-assist

Ideaport Riga
Magnet AI, a free, open-source, low-code solution for Siebel & GenAI

See more customer stories