Case Study: Noritz reduces customer support time with DataRobot predictive and generative AI

Noritz reduces customer support review time by 70% with DataRobot

Noritz, a major manufacturer of residential water heaters, faced a challenge with ineffective knowledge sharing among its field engineers. This extended customer support resolution times and lowered satisfaction rates. The company turned to DataRobot and its AI Foundation platform to address this industry-wide issue of skill disparities.

DataRobot implemented the Noritz Diagnostics AI Assistant, which combined predictive and generative AI to automatically classify breakdowns and recommend resolutions. This solution standardized data entry and reduced the effort needed to review data by 70%. As a result, field engineers made faster, more accurate decisions, leading to significantly reduced resolution times, improved customer satisfaction, and greater operational efficiency across the entire division.

Noritz