Case Study: Industrial Scientific transforms customer support with Oracle AI

Industrial Scientific leverages Oracle AI to revolutionize customer support

Industrial Scientific, a global leader in gas detection and safety solutions, was struggling with about 1,200 monthly support requests that were taking days to resolve and overloading support teams. The company partnered with Oracle and used Oracle Cloud Infrastructure, including OCI Generative AI, OCI Generative AI Agents, and Oracle APEX, to build its SensAI support system.

Oracle implemented an automated workflow that pulls customer inquiries from Salesforce, uses AI to generate responses from product documentation, and returns contract-aware answers through Salesforce. With Oracle, Industrial Scientific has answered more than 2,230 emails, saved over 185 hours, and improved support efficiency by 30%, while cutting response times from days to minutes.

Industrial Scientific

Phanidhar Chilakapati

Global Data Architect