Case Study: ECHO achieves customer self-service with Oracle Digital Assistant

ECHO enables customer self-service with Oracle Digital Assistant

ECHO, a longtime manufacturer of professional-grade outdoor power equipment, was seeing a surge in customer inquiries during the pandemic, including a 33% increase in call center volume. Much of the demand was for knowledge-based questions, and ECHO’s website chat was hard to find, limiting self-service and putting pressure on its support teams. ECHO turned to Oracle Digital Assistant to improve customer experience and reduce reliance on live agents.

Oracle implemented Oracle Digital Assistant alongside Oracle Service, while also helping ECHO redesign its website to make chat easier to access and integrate knowledge-base search into the assistant. The result was an 83% call deflection rate, with handled chats rising from 500 per month to more than 3,000 per month without adding stress to call center agents. Oracle also helped ECHO improve ROI and deliver faster, more efficient self-service for customers.

ECHO

Kristina Fink

Supervisor of Customer Support