Case Study: Industrial Scientific achieves faster customer support and 30% efficiency gains with Oracle AI

Industrial Scientific boosts support efficiency by 30% with Oracle Marketing Cloud

Industrial Scientific, a global leader in gas detection and safety solutions, faced significant challenges in its customer support operations. Its teams were overwhelmed by approximately 1,200 requests monthly, leading to response times that often stretched to days. This bottleneck impacted customer satisfaction and service delivery efficiency. To address this, the company partnered with Oracle to implement an AI-powered solution using Oracle Cloud Infrastructure.

Oracle's solution, named SensAI, utilized a suite of OCI services including OCI Generative AI with Cohere’s LLM and OCI Generative AI Agents for retrieval-augmented generation. The system automated responses by drawing from a knowledge base in OCI Object Storage and integrating with Salesforce via Oracle Integration Cloud. This implementation revolutionized support, reducing response times from days to minutes, saving over 185 hours, and achieving a 30% efficiency gain through ticket deflection and automated handling of routine inquiries.

Industrial Scientific