Utilizing OCI AI Services Integration with Siebel CRM

As the world is increasingly being impacted by Artificial Intelligence (AI), a majority of industries have started to embrace AI for business benefits. While AI’s accuracy is driven by the data, it is important to understand where and how to use the capabilities of AI to get the maximum value out of it.

As part of its continuous release model, Oracle Siebel CRM Update 22.10 includes a pre-built integration with OCI Artificial Intelligence (AI) Services.

The Siebel CRM integration with OCI AI can help organizations analyze their own data to identify their custom needs by taking advantage of AI services. The integration is based on OCI Java SDK which is wrapped as a Java business service that can be called like any other business service using a workflow process or through inbound REST API. A simple flow diagram of using OCI AI services is given below.

Oracle delivers pre-built integrations with OCI AI Services, such as Language and Speech and outlines two out-of-the-box use cases for AI integration:

• Personal Identifiable Information (PII) detection in the Description field of Service Requests using the Language AI Service.
• Speech-to-Text transcription of audio files (implemented for Service Request Attachments).

OCI Artificial Intelligence Services is a versatile service with pre-built machine learning models which helps to accomplish a wide range of complex tasks using fully managed AI Services like OCI Vision, OCI Anomaly Detection, OCI Forecasting, and OCI Data Labelling without requiring data science expertise.

While Siebel customers can leverage the out-of-the-box use cases, they are not restricted from building their own custom integrations.

To summarize, OCI AI Services and Siebel CRM go together to cater AI requirements at a lower cost and with less turnaround time.

Enable Cloud Guard to Maintain a Strong Security Posture in OCI for no Additional Cost – Syntax