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Hot Topics in B2C Service – Embedded AI at Work

edited Oct 14, 2025 10:59AM in Communication Channels

Summary:

Hot Topics in B2C Service is an embedded AI feature that clusters support tickets into meaningful topics, helping businesses identify recurring issues and automate responses. With options to stream outcomes into custom objects, it enables powerful reporting, workflow automation, and smarter customer service insights.

Content :

Hot Topics is an embedded AI feature available in Oracle B2C Service at no additional cost. At the time of writing, this feature is under controlled availability.

What does Hot Topics do?

  • Analyzes the text of support tickets.
  • Clusters similar incidents together.
  • Assigns a relevant topic name to each cluster.
  • Makes the generated topics and clusters available in two ways:
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