Case Study: Exati speeds up customer service by 40% with Oracle OCI Generative AI

Exati speeds up customer service by 40% using OCI Generative AI

Exati, Latin America’s leader in smart city operations software, faced a growing customer service challenge as it supported more than 700 municipalities and handled over 1,000 service tickets per month. New agents previously needed three to four months of training because knowledge was scattered across complex systems, slowing responses and creating risks for public safety, energy use, and costs. Oracle’s OCI Generative AI was used to help address these issues.

Oracle implemented OCI Generative AI, powered by Meta’s Llama Large Language Model and retrieval augmented generation, to streamline knowledge access and support onboarding. The result was a 30% reduction in employee onboarding time and a 40% faster response time to new tickets, while also giving Exati the scalability and high availability needed to support cities of any size.

Exati

Diego Roessle

Vice President of Engineering