Case Study: SKY reduces customer service time by 80% with Oracle Digital Assistant

SKY reduces monthly close times by 40% with Oracle Cloud ERP

SKY, a Mexican telecommunications and entertainment company serving Mexico and Central America, needed to modernize customer service and improve the speed and flexibility of its digital channels. Working with Oracle and the Oracle Digital Assistant, SKY looked to address limited automation and slow response times while creating a more complete and innovative customer experience.

Oracle implemented Oracle Digital Assistant across channels like WhatsApp and chat, enabling multiple customers to be served at once and integrating with existing tools such as Oracle Field Service. The results included a faster response time, cut from 10 minutes to 2, stronger operational efficiency, lower costs, and improved customer experience, with customer service time reduced by 80%.

SKY

Felipe Izquierdo

Technology Manager