Normalized claim
Emails responded to: 2,230 emails increase
SensAI responded to over 2,230 emails
Industrial Scientific leverages Oracle AI to revolutionize customer support
Use case typeCustomer support automationUpdated Dec 11, 2024
Industrial Scientific, part of Fortive, rebuilt its customer support workflow on Oracle Cloud Infrastructure to handle support emails and documentation queries more efficiently. The solution uses OCI Generative AI and OCI Generative AI Agents with Oracle Integration Cloud, Oracle Functions, Autonomous Data Warehouse, OCI Object Storage, and Salesforce integration.
- Organization
- Industrial Scientific
- Industry
- Manufacturing
- Location
- United States
- Published
- December 2024
Reported outcomes
Emails responded to: More than 2,230 emails
Other quantified impact
Time saved: More than 185 hoursSupport response time: −100%Efficiency gain: +30%
Strategic outcomes
Customer experience & trustDelivered accurate, documentation-referenced support answersCost efficiencyFreed support staff to focus on complex issuesBetter decisions & insightGenerated insights into common support issues and inquiry patterns
Why do we believe this?Outcome claims, sources, and evidence checks
Normalized claim
Time saved: 185 hours increase
resulting in a time saving of over 185 hours
Normalized claim
Support response time: 100% decrease
Support response times have been dramatically reduced from days to minutes
Normalized claim
Efficiency gain: 30% increase
as shown in Figure 3, has significantly reduced operational costs through ticket deflection
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
- Customer
- Industrial Scientific
- Provider
- Oracle
- Maturity
- Unknown
- Linked source
- Oracle
No explicit deployment-stage evidence found.
Customer identity supportedSource describes one deploymentMaturity evidence evaluated
Primary read
Use case focus
Showing 3 of 3
- 1Customer support automation
- 2Workflow orchestration
- 3Knowledge management
- Support teams handled about 1,200 requests per month involving device issues, troubleshooting, and documentation queries.
- Response times stretched to days because teams needed to consult multiple departments.
- Limited support capacity created bottlenecks and hurt customer satisfaction.
- Industrial Scientific built SensAI on Oracle Cloud Infrastructure to automate customer support responses.
- When customer inquiries arrive in Salesforce, OCI Functions orchestrate OCI Generative AI and OCI Generative AI Agents to generate answers grounded in product documentation stored in OCI Object Storage.
- Oracle Integration Cloud connects Salesforce with OCI services and the workflow stores interaction data in Autonomous Data Warehouse.
- SensAI responded to over 2,230 emails.
- The system saved over 185 hours.
- Support response times fell from days to minutes.
- The company achieved a 30% efficiency gain.
Architecture
Industrial Scientific's SensAI solution runs on Oracle Cloud Infrastructure. Salesforce inquiries trigger Oracle Functions, which coordinate OCI Generative AI for response generation and OCI Generative AI Agents for RAG over product documentation stored in OCI Object Storage. Oracle Integration Cloud connects Salesforce and OCI services, and Autonomous Data Warehouse stores interaction data.
Sources & evidence1
Evidence: Medium50/100Evidence strength
- Customer explicitly identified
- Primary source available
- Quantified outcome available
- Technical implementation details available
Type: Customer StoryPublished: Dec 11, 2024Publisher: OracleEvidence: PrimaryConfidence: High
AI-generated summary. Verify important details with the linked sources before relying on this case.
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