“We were already deflecting traffic from live agents to the Oracle Digital Assistant chatbot. However, with OCI Generative AI, we transformed our customer service experience, providing a greater first-time resolution path. We aspire to reduce overall inquiries via email, phone, or chat ongoing, which would give human agents time to deal with more complex customer inquiries.”
SMEG 集团总部位于意大利，自 1948 年起始终致力于为日常生活场景设计家用电器。2022 年，该公司通过采用 Oracle Digital Assistant 扩展了 Oracle Cloud CX 应用套件，帮助回答常见的客户查询，例如产品支持问题和保修疑问。在迁移到 OCI Generative AI 后，该公司获得了新的功能，进一步提升了客户体验，并为英国客户提供更多自助支持服务。SMEG 采用 Cohere R+ 模型，通过 OCI Generative AI 扩展 Digital Assistant 聊天机器人功能，并携手 Oracle 合作伙伴 Boxfusion 完成用户体验友好的部署。该公司帮助客户与支持座席快速从 OpenSearch 数据库中庞大的产品手册与文档库中准确地找到答案。SMEG 预计生成式 AI 将显著减少客户服务咨询量。