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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.
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.
Answer 12850 (Published on 01-May-2024): How can I configure real-time suggestions for non-chat agents in BUI?
Answer 12851 (Published on 01-May-2024): What is Agent Insights?
Blog (Published on 10-June-2024): Empower support agents with ‘Agent Insights’ to improve customer satisfaction
Customer Connect (Published on 06-June-2024) CX – Service: Empower with Agent Insights
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
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
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:
Chat in Browser UI: Language Translation Powered by Third-Party Services (Published 20-AUG-2024)
Answer ID 13036 (Published 19-Aug-2025): How can I configure the Proofread Agent feature for BUI Incident Threads?
Release Readiness (Published 19-Aug-2025): Agent Browser UI: Proofread Agent for Incident Threads
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
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
Chat in Browser UI: Agent Suggestions powered by Oracle Digital Assistant (Published 24-MAY-2024)
Chat in Browser UI: Agent Suggestions powered by Third-Party Services (Published 24-FEB-2025)
Answer ID 13058 (Published 23-Sept-2025): Incident Thread Summarization Agent feature
Release Readiness (Published 23-Sept-2025): Agent Browser UI: Summarization for Incident Threads
Answer ID 13056: Requirements to configure Summarization for Chat in the Browser User Interface
Answer ID 12877: B2C Service capabilities that are not available for U.S. Government sites
Blog (Published 22-SEPT-2025): Oracle B2C Service Chat Summarization
Release Readiness (Published 22-SEPT-2025): Chat in Browser UI: Summarization for Chat
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.
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