Case Study: Intermedia enhances support and customer satisfaction with Oracle OCI Generative AI

Intermedia enhances support and customer satisfaction with OCI GenAI

Intermedia is a cloud communications company that helps more than 135,000 businesses connect through voice, videoconferencing, chat, and other services. To deliver strong customer support, its staff engineers handled 300 to 400 chats a day across 21 languages, which consumed thousands of staff hours each year. Intermedia turned to Oracle and Oracle Cloud Infrastructure Generative AI to help address this high-volume support challenge.

Oracle implemented OCI Generative AI to automatically summarize chat transcripts in minutes instead of requiring manual effort. The solution reduced costs and freed support engineers to spend more time resolving customer issues, improving responsiveness and overall customer experience. As a result, Intermedia gained a faster, more efficient support process with measurable time savings across hundreds of chats each day.

Intermedia

Urvashi Sheth

Chief Customer Officer