Case Study: Razer achieves faster, automated gamer support with Oracle Cloud

Razer gives gamers self-service with Oracle Digital Assistant

Razer, a leading gaming and esports brand, needed to improve customer support for its digital-first fan base. Its existing CRM mainly supported phone and email, which made it harder to deliver fast, convenient service and forced agents to spend time on repetitive troubleshooting. Razer turned to Oracle, using Oracle Service and Oracle Digital Assistant, to create a more modern, chat-based support experience.

Oracle implemented a self-service help portal and AI chatbot that guided gamers to knowledge articles, handled common issues, and escalated complex cases with full context for live agents. With Oracle, Razer reduced average handle time, improved first contact resolution, and increased deflection from 9% to 75%, well above the 23% industry average.

Razer

Nik Tran

Senior Manager of Customer Advocacy