Search

Below is a summary of the major highlights in this release.

Customer Experience

There are no enhancements for the customer experience in 25D. Updates are planned for 26A.

Agent Experience

Agent Chat User Interface

• Chat Transcript Summarization: Now available. Summaries are included in transcripts during chat transfers and appended as private notes on incidents when chats are terminated.
• Real-Time Language Translation: Enhanced for on-demand translation and includes an indicator for agents so they know when translation is in process.
• Multi-Chat Experience: Agents and admins can select from standard, list, or tab layouts to make managing multiple chat sessions easier.

Incidents

• Thread Summarization: Generate summaries for threads within incidents, enabling more efficient understanding.
• Selective Language Translation: Translate only the required part of a thread, for more tailored communication.
• Notes Enhancement: Notes on Organizations and Contacts pages can be filtered by staff account.
• Attachment Toolbar Configuration: Admins can now hide the attachment toolbar icon in the incident thread component.

Analytics

• Filter Area Enhancements: We have improved the report filter area by removing unnecessary labels and whitespace, repositioning the lock button, and allowing the Limit and Order controls to expand or collapse for more efficient use of real estate.

Knowledge Foundation

• OpenSearch Benefits for Answer Reports: Features like type-ahead are now enabled.
• Enhanced Answer Search: The Incident workspace’s Answer Search component now leverages OpenSearch for faster and smarter search capabilities.

Administrator Experience

Job Scheduler

• Now generally available and supports actions such as file transfer and Zip.

Data Lifecycle Policies

• Canned policies introduced to manage the lifecycle of Service Level Agreement (SLA) instances associated with Contacts and/or Organizations.

Element Manager

• Now supports inclusion of dependent elements for custom business events during export.

Global Audit Log

• A unified report view captures audit logs for numerous objects and provides essential insights.

Sentiment Analysis

• Supervisors can leverage a tool that uses OCI AI Services to determine sentiment in a selected set of incidents.

Knowledge Advanced Authoring

• Views and downloads for attachments on Knowledge Advanced articles are now tracked.

Developer Experience

Event Delivery Service (EDS)

• Administration has been enhanced to a wizard-like process, making it easy to add or remove object/event types without deactivating the integration.
• Now supports OAuth authentication for Oracle Integration Cloud.

Data Sync

• Chat and Answer tables are now available for syncing to an Oracle Autonomous Database.

Migrator Experience (Fusion RAMP) 

August Release

• Selective Migration Mode: Allows uploading a list of IDs to only migrate matching records for a specific object type.
• Email Notification: An email is now sent to the migration run owner when a migration completes.

September Release

• Lookups Management: Lookups used during data transformation can now be managed visually in RAMP, instead of through JSON files.
• Success and Error Insights: View success and error rates for each object type during migration run setup.
• Expanded Service Request Support: Supports migration to HR Help Desk and Internal Service Requests in addition to Service Center.

October Release

• Object Type Views: Filter migrations using views on object types during migration run completion.
• “Ask Redi” the AI Agent: New conversational AI agent provides retrieval-augmented guidance from the RAMP Users Guide.
• Progress Indicator: New indicator helps users track the progress of migration runs.

Oracle B2C Service 25D Features
 

Oracle B2C Service 25C release brings a range of exciting updates across all key personas—Customers, Agents, Administrators, and Developers.

Our team remains focused on:

• Introducing new Artificial Intelligence use cases
• Evolving Better Together connectivity with Oracle CX Marketing applications
• Enhancing the administrator and agent experiences
• Delivering customer-driven enhancements and innovations

Here’s a quick breakdown of some major highlights from this release:

Customer Experience

• Customer Portal Enhancements:
  • New Answer Search widget with AI-powered summaries via BYO RAG integration.
  • Bring Your Own Captcha feature for enhanced bot deflection and security.
• Web Chat for Service:
  • Launch forms now support full-page rendering.
  • Configurable tooltips for both standard and custom fields.
  • New supervisor features: chat monitor and join.
  • Restored default label styling on pre-launch forms.

Agent Experience

• Agent Chat User Interface:
  • AI Proofread Agent allows for an Bring Your Own RAG agent to suggest an alternate response based on a pre-configured prompt or preamble.
  • Queue labels and color customization for better visibility.
  • Message labeling for public/private messages with configurable colors.
  • Response suggestions panel can be anchored and now supports user feedback on AI tools.
• Analytics Improvements:
  • BUI Report Management surfaces sub-optimal reports and enables in-depth report analysis.
  • "Export All" function now in BUI.
  • BUI reports visibly display the count of selected rows.
• Collaboration & Agent Tools:
  • Direct integration with MS Teams for seamless meeting scheduling and joining.
  • AI-powered Proofread expanded to non-chat use cases.
  • Hot Topic utility now surfaces Similar Incidents based on detected topics when agent opens an incident.

Administrator Experience

• Hot Topic AI now supports real-time chats and data streaming to custom objects.
• Better Together integrations:
  • Enhanced Business Rules leverage CX Unity Intelligent Attributes.
  • Outbound SMS now also supported via Eloqua (in addition to Responsys).
• Job Scheduler: Advanced scheduling features and completion notifications.
• Element Manager: Now supports Custom Business Events and navigation set overwrite.
• Knowledge Advanced: Enhanced author workflows and managed search question tracking.
• Staff Account editor released in Browser User Interface (BUI).

Developer Experience

• External Object Management enhancements for smoother upgrades and configuration persistence.
• Service Health Metrics can now separate BUI and .Net console metrics.

Thank You & Recognition

A big thank you to the Oracle B2C Service development team for delivering another feature-packed quarterly release and for the entire B2C Service team for keeping engaged with our customers and feeding us with their requests!

Oracle B2C Service 25C Features
 

Oracle B2C Service 25B release brings quite a few exciting updates across all the key personas—Customers, Agents, Administrators, and Developers. The team continues to focus on the introduction of new Artificial Intelligence use cases, evolving Better Together connectivity with our CX Marketing applications, enhancing the data sync capabilities, and delivery of Customer Driven Enhancements.  Here’s a quick breakdown of some of the major highlights:

Customer Experience

• Customer Portal gets an Answer Search widget with better search capabilities and SSO support for admin pages.
• Web Chat for Service enhances with features like:
  • Action button size configuration.
  • Conditional surveys for bot vs. live agent interactions.
  • Custom label styling and try again button visibility control.
  • The addition of Engagement Engine eventing and custom JS triggers.
  • In Engagement Engine ability to preview the customer chat user interface.

Agent Experience

• More flexible Language Translation configurations for both off the record and language detection.
• ASK Agent feature, powered by AI, to assist agents with suggested actions based on their queries.
• User experience Enhancement to incident forwarding prepending the reference number.
• Analytics chart enhancements, including chart animations and real-time data series highlight.
• Knowledge Advanced now opens articles within BUI tabs instead of separate browser windows.

Administrator Experience

• AI Hot Topic enhancement surfaces data source details and allows customization.
• Better tracking of service usage metrics sessions including hourly drilldowns.
• Outbound SMS activity tracking with Responsys.
• Audit logs for Job Scheduler and new Data Lifecycle Management purge policies for Organization and Answer transactions.
• Knowledge Advanced authoring improvements and additional values included on the KA Knowledge infolet dashboard.
• Element manager updates for product, category, disposition dependency management.

  Developer Experience

• External Object Management is enhanced to make upgrades smoother by persisting configurations.
• Service Health Metrics gets a dashboard for better monitoring.
• Custom Business Events in Event Delivery Service opens up new possibilities for pushing events into streaming services using an Action in Enhanced Business Rules.

  Overall Takeaways

This release continues Oracle’s focus on AI enhancements, providing better integrations across the CX ecosystem, and enhancements driven by customer conversations. 25B is a well-rounded release that’s targeting the needs of end users, agents, and those managing and developing the system.  I will conclude with giving a big shout out to the Oracle B2C Service development team for yet another feature packed quarterly release.

This concludes the release announcements for 25B.

Please be sure to check out our Oracle Release Readiness pages for ALL features delivered in this release.