What AI capabilities are available in Oracle B2C Service?
Oracle B2C Service offers a flexible range of AI features to enhance your customer service operations. These AI features are designed to make customer service faster, smarter, and more efficient.
You can take advantage of intuitive built-in AI capabilities, integrate advanced AI tools your organization already uses, or develop custom AI solutions tailored to your unique needs. For more technical options such as Bring Your Own Service or Customization, your IT team may be needed for setup and integration. This guide serves as a central, up-to-date resource for all current and upcoming Oracle B2C Service AI features, empowering your team to work more efficiently and deliver superior customer service.
These AI capabilities are grouped into three main categories, allowing you to select the options that best align with your organization’s goals and resources:
1. Embedded AI Service
These intelligent features are built directly into Oracle B2C Service and work immediately—no additional external ai service setup required. Oracle automatically keeps these services updated, ensuring you continuously receive enhancements and new capabilities without any extra maintenance effort.
| Feature | What it does | Learn More |
| Hot Topics | Gives supervisors real-time insights into trending customer issues and concerns | Answer 13004 (Published 04-June-2025): What is Hot Topics in Oracle B2C Service? |
| Similar Incidents | Helps agents quickly find other cases like the one they're working on (Details coming soon) | Answer 13015 (Published 01-July-2025): What is the Similar Incidents Feature? |
2. Bring Your Own Service
This option allows you to seamlessly integrate your organization’s own AI services—such as language processing or generative AI—with Oracle B2C Service using its intuitive interface. It’s ideal for organizations that already use advanced AI solutions and want to leverage them within their customer service operations.
Note: Setting up and managing external AI integrations may require assistance from your IT team.
| Feature | What it does | Learn More |
| ASK Agent | Uses AI-powered agents to answer questions and recommend responses | Answer 13007 (Published 09- June-2025): How do I configure ASK Agent using AI Studios? Blog (Published 09-May-2025): ‘ASK Agent’: Revolutionizing the Oracle B2C Service Agent Experience with AI Integration Release Readiness (Published 06-June-2025): 25C Agent Browser UI: ASK Agent and AI Studios |
| Incident Thread Language Translation | Translates incident threads, including response, customer entries, and private notes on support incidents so your team can help customers in any language. | Answer ID 12891 (Published 01-Feb-2025): Can I translate incoming and outgoing incident messages? Blog (Published 05-Nov-2024): Oracle B2C Service Built-in Thread Translation Release Readiness (Published 09-Sept-2024): 24D Browser UI: Incident Thread Language Translation |
| Language Translation for Chat Agents | Instantly translate chat messages so agents and customers can communicate easily | Answer ID 12842: Requirements to configure Language Translation for Chat in the Browser User Interface Blog (Published 04-OCT-2024): B2C Service Chat: How to Configure a Third-Party Language Translation Service Using Extensibility Release Readiness:
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| Suggestions for Chat Agents | Suggests AI-powered replies to help agents respond faster | Answer ID 12841: Requirements to configure Agent Suggestions for Chat in the Browser User InterfaceRequirements to configure Agent Suggestions for Chat in the Browser User Interface Blog (Published 25-FEB-2025): Oracle B2C Service : How to Configure Chat Agent Suggestions Release Readiness:
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| Proofreading for Chat Agents | Enhances agent responses with grammar, spelling, and clarity improvements | Answer ID 13008: Requirements to configure Proofread Agent for Chat in the Browser User Interface Blog (Published 26-MAY-2025): Oracle B2C Service: Proofread Agent for Chat Release Readiness(Published 09-JUN-2025): Chat in Browser UI: Proofread Agent for Live Chat Sessions |
3. Customization
If your organization has unique business requirements, you can tailor Oracle B2C Service’s AI capabilities using the extensibility framework along with the external objects and integration module. This approach allows you to connect advanced Oracle AI services and develop bespoke solutions that fit your specific needs. To help you get started, Oracle offers "accelerators"—templates and guides that streamline the development of custom AI projects.
Note: Creating custom integrations and connecting to external AI endpoints may require assistance from your IT team.
| Feature | What it does | Learn more |
| Incident Classifier Accelerator for Oracle B2C Service | Uses AI to automatically sort and categorize support incidents | Documentation |
| Live Chat Sentiment Analysis Accelerator for Oracle B2C Service | Detects customer emotions in live chats, so your team can respond more empathetically | Documentation |
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