1. Applications Administration Guide
  2. Use Case 4: Generated Satisfaction Score

Use Case 4: Generated Satisfaction Score

In this scenerio, Generative AI produces intelligent real-time insight by aggregating across a variety of important customer satisfaction indicators. Indicators like, Customer Effort, Agent Effort, Agent Knowledge, and Empathy are evaluated after every interaction or purchase. It is measured on a 5 point scale, where 1 indicates minimal effort and 5 represents maximum effort.

Configuration and Authentication

To configure Generative AI capabalities

  • To enable and configure Generative AI capabilities, set the following System Preference:

    Name Vaue

    EnableOCIAIGenAI

    N (to be changed to 'Y' to activate feature)
    Note: By default it is disabled.
To authenticate Generative AI
  • Download the Authentication file from OCI which has the Credential details like userId, fingerprint, and tenancy.
  • Rename the file Config to ociconfig.properties and place it in Siebel's internal Tomcat's webapps folder.
  • Ensure that the ociconfig.properties file includes the location of the private key (.pem) file.
  • Import the necessary certificates as required to both internal and external Tomcats and add it to the Siebel Keystore and Truststore.