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What is Chat Realtime Topics in Oracle B2C Service?
Environment:
Oracle B2C Service BUI
Pre-requisite:
Resolution:
Chat Realtime Topics is an embedded AI service feature in Oracle B2C Service. It analyzes the subject and initial messages of active live chats, automatically grouping them into trending topics as identified by the site’s Hot Topics model. This functionality provides administrators with real-time insights into the most common issues customers are discussing with agents, enabling proactive management and swift resolution of high-priority topics.
By leveraging Chat Realtime Topics, organizations can:
How to Enable and Access Chat Realtime Topics
How Chat Realtime Topics Works
The feature processes live chat subjects and early chat messages in near real-time, assigning each chat to a relevant topic identified by the site’s Hot Topics model based on the underlying ingested data. This topic assignment provides valuable context for both customer inquiries and agent interactions. The real-time report presents key details for each active chat, including:
This report enables administrators to quickly identify trending issues and adjust operations accordingly.
Key Benefits
Data Usage and Security
Chat Realtime Topics processes data within each tenant and site. Data is not shared across tenants, sites, or external systems. Personally identifiable information (PII) is removed before analysis to maintain privacy and security.
Related Documentation:
For more information about Hot Topics for incidents, see What is Hot Topics in Oracle B2C Service? .