Introducing Oracle Siebel CRM with Integrated OCI GenAI: Smarter Customer Email Response is Here!

Handling customer complaints and queries through email is a daily routine for many support teams. But extracting meaning, summarizing complex threads, and writing timely, empathetic responses can be a real challenge—especially as message volumes surge.

Our new GenAI integration is designed to change that. With just a few clicks, Siebel Email Response users can leverage AI-powered insights, summaries, and even draft replies—all without leaving their familiar Siebel workspace.

• Automatic Email Summarization: AI instantly reads and condenses long customer complaint emails into clear key points. Your teams don’t need to dig through lengthy threads—they get a quick summary and can focus on solutions.
• AI-Powered Drafts and Suggestions: Need to acknowledge a customer or craft a follow-up? Let GenAI propose a first draft, tailored to the tone and context of the conversation. Agents simply review, personalize, and send.
• Smarter Case Triaging: GenAI can highlight important details like urgency, sentiment, and main issues, making it easier for your team to prioritize and act fast.
• SuggesSeamless, Secure Oracle Integration: Thanks to the standard OCI GenAI Adapter, you get enterprise-grade AI features within Siebel—with no custom middleware, no complex wiring, and native Oracle Cloud compliance.

With the new GenAI integration, working in Siebel Email Response feels smarter, faster, and more intuitive—like having an expert assistant by your side, guiding you through every customer interaction.

Here’s what a typical GenAI-powered workflow looks like:

• Instant Smart Summaries: As soon as a customer email or complaint arrives in Siebel, GenAI gets to work. In moments, the email is automatically summarized—long, complex messages are distilled into bullet points or brief highlights. Agents no longer need to scroll through multiple paragraphs hunting for key facts or main issues; everything they need to understand the customer’s problem is presented up front.
• Critical Details Highlighted Effortlessly: GenAI doesn’t just summarize—it identifies urgency, sentiment (“frustrated,” “urgent,” “confused”), and important data such as product names, account numbers, or time-sensitive requests. This means agents can quickly sense the mood and priority of each interaction, ensuring that the most urgent complaints get the fastest attention.
• One-Click Draft Response Generation: With one click, the agent asks GenAI to draft a suggested reply. Drawing on the email thread, customer history, and your organization’s tone, GenAI creates a polished, empathetic, and on-topic first draft—often including helpful suggestions, apologies, or next-step instructions as appropriate.
• Personalization & Human Touch: The agent reviews the suggested draft, quickly making any adjustments or adding personal touches. Since the “heavy lifting” is already done by GenAI, agents can focus on tailoring their response, connecting authentically with the customer, and making sure every answer is accurate and on-brand.
• Seamless Integration, No Added Complexity: All of this happens inside the familiar Siebel CRM interface—no switching between screens, no copy-paste, no waiting for external tools. The GenAI Adapter runs natively, so agents experience speed, security, and reliability backed by Oracle Cloud.
• Learning and Consistency: Over time, teams notice greater consistency in communication style, fewer errors, and rising customer satisfaction—no matter who’s on shift. GenAI suggests closing loops, answering specific questions, or providing links to relevant knowledge articles, so nothing gets missed.

Agents feel empowered. New team members ramp up faster, everyday repetitive work is reduced, and everyone spends more time actually solving problems and building customer loyalty. The end result? Faster response times, less manual effort, more personal service, and customers who genuinely notice the difference.