Rinnai Australia Streamlines Customer Service with Oracle and AI
Sydney, Australia—August 11, 2026
Rinnai Australia, a wholly-owned subsidiary of Rinnai Japan Corporation, is using Oracle Cloud Infrastructure (OCI) Enterprise AI and Oracle AI Database to enhance customer service and improve operational efficiency. By leveraging Oracle’s agentic AI capabilities to develop an AI-powered customer service assistant, Rinnai Australia has automated key service workflows and has reported reduced response times by up to 35 percent.
Established more than 50 years ago, Rinnai Australia is a trusted household name that is known for high-quality hot water, heating, air conditioning, and renewable energy solutions, including its iconic Rinnai Infinity range. As customers’ needs have grown more complex, its call centre has been tasked with managing thousands of inquiries that average 30 to 60 minutes and need to be supported by extensive technical documentation. To address these challenges and reduce the pressure on its support resources, Rinnai Australia developed an AI-powered customer service assistant using OCI Enterprise AI and Oracle AI Database. The assistant helps automate manual processes, accelerate and improve the accuracy of responses, and deliver more consistent, high-quality support at scale.
“As a trusted name in Australia, we have a responsibility to deliver fast, accurate and consistent support to our customers,” said Samir Shah, ICT business services manager, Rinnai Australia. “As demand increased and our product portfolio expanded, we knew we needed to modernise the way we deliver service. With Oracle, we’ve been able to deliver a more efficient, responsive, and consistent customer experience by streamlining our service operations, reducing response times, and giving our teams faster access to the information they need.”
OCI Enterprise AI enables Rinnai to build, deploy, and manage AI agents that interact with customers and automate workflows. Oracle AI Database stores Rinnai’s extensive product documentation as vectors and uses semantic search to retrieve the most relevant and up-to-date information in real-time. In addition, with retrieval-augmented generation (RAG), Oracle AI Database interprets customer queries and delivers context aware responses grounded in enterprise data.
“The customer service function is foundational to every successful business, and AI is transforming how organisations deliver speed, increased accuracy, and consistency at scale,” said Stephen Bovis, regional managing director, Australia and New Zealand, Oracle. “With OCI Enterprise AI and Oracle AI Database, Rinnai Australia is enhancing customer satisfaction through faster, more consistent responses while improving operational efficiency across its service operations.”
Looking ahead, Rinnai plans to expand its use of AI to support more complex workflows, including supply-chain inquiries and field-service bookings. These capabilities will be powered by Oracle Autonomous AI Database,Oracle Digital Assistant, and Oracle APEX to further streamline operations and scale innovation across the business.
About Rinnai Australia
Rinnai Australia is a leading industry innovator and supplier of residential and commercial Hot Water, Heating and Cooling solutions. With a commitment to innovation and sustainability, Rinnai Australia strives to enhance the comfort and quality of life for all Australian’s. For more information, visit www.rinnai.com.au.
Contact Info
About Oracle
Oracle offers integrated suites of applications plus secure, autonomous infrastructure in the Oracle Cloud. For more information about Oracle (NYSE: ORCL), please visit us at www.oracle.com.
Trademarks
Oracle, Java, MySQL and NetSuite are registered trademarks of Oracle Corporation. NetSuite was the first cloud company—ushering in the new era of cloud computing.