Case Study: Noritz achieves shorter customer support resolution times and improved field engineer efficiency with DataRobot

How Noritz shortened customer support resolution time with predictive and generative AI to boost field engineer efficiency

Noritz, a major Japanese manufacturer of residential water heaters, faced long customer support resolution times and inconsistent outcomes because knowledge sharing between experienced and less-experienced field engineers was ineffective. To address this, Noritz partnered with DataRobot and used its enterprise AI capabilities—including AI Foundation, Predictive AI, Generative AI, and AI Observability—to build the Noritz Diagnostics AI Assistant.

DataRobot implemented a combined predictive and generative AI solution that standardizes field reports, classifies breakdowns, and recommends fixes so engineers can act faster and more accurately. The deployment cut the effort to review and process data by 70% (with a 90% target), enabled faster delivery of new models without expanding the team, shortened resolution times, boosted field engineer efficiency, and improved customer satisfaction.

Noritz