Evidence: Low40/100

SMEG UK extends Oracle Digital Assistant with OCI Generative AI for self-service customer support

Use case typeCustomer service automationUpdated Aug 1, 2025

SMEG extended its Oracle Digital Assistant chatbot with OCI Generative AI to improve customer self-service for UK-based customers. The implementation connects the chatbot to a large library of product manuals and documentation so customers and support agents can find quick, accurate answers.

Organization
SMEG
Industry
Consumer & Food
Location
United Kingdom
Published
August 2025

Reported outcomes

Strategic outcomes

Customer experience & trustImproved customer self-service supportCost efficiencyExpected to lower customer service inquiry volumeOther strategic outcomeHelped support agents find quick answers
Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
Customer
SMEG
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 service automation
  • 2Conversational assistants
  • 3Knowledge management
  • Reduce customer service inquiries
  • Provide fast, accurate answers across a large product documentation library
  • Extended Oracle Digital Assistant with OCI Generative AI using Cohere R+
  • Connected the chatbot to product manuals and documentation with OpenSearch
  • Implemented with Oracle partner Boxfusion
Technologies
Oracle Digital AssistantOCI Generative AIOpenSearchCohere RerankOracle Cloud CX
  • Expected to meaningfully lower the volume of customer service inquiries
  • Improved self-service support for customers and support agents
Architecture

SMEG extended Oracle Digital Assistant with OCI Generative AI using Cohere R+ and connected it to product manuals and documentation with OpenSearch Database. The implementation was completed with Oracle partner Boxfusion.

Sources & evidence1
Evidence: Low40/100Evidence strength
  • Customer explicitly identified
  • Primary source available
  • Technical implementation details available
Type: Customer StoryPublished: Aug 1, 2025Publisher: OracleEvidence: PrimaryConfidence: High
Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

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Market context
Consumer & Food AI use casesConsumer & Food industry insightsUnited Kingdom country insights
AI patterns
RAG
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