Case Study: Panasonic achieves higher customer satisfaction with Oracle B2C Service and Oracle Digital Assistant

Panasonic automates digital-first service experiences with Oracle B2C Service

Panasonic, a global electronics manufacturer, wanted to improve its service operations by centralizing product information, giving call center agents better access to FAQs and customer behavior data, and enabling customers to get quick answers through self-service and AI-driven chatbots. To address these challenges, Panasonic chose Oracle B2C Service and Oracle Digital Assistant.

Oracle implemented Oracle B2C Service and Oracle Digital Assistant to unify CRM and chatbot data, support messaging channels and web forms, and strengthen the knowledge base for agents and customers. As a result, Panasonic cut customer calls and emails handled by the call center by 50%, increased Digital Assistant usage tenfold, and improved its Net Promoter Score, while also shortening call center operations by up to two hours during low-activity evening periods.

Panasonic

Seigo Hotta

Chief Engagement Center