Oracle IT support increases customer satisfaction with OCI Generative AI
The IT support team at Oracle implements OCI Generative AI to increase employee issue deflection rates without escalation to support engineers.
“With our previous chatbot, about 10% of tickets were deflected on average. We took advantage of OCI Generative AI and we are now seeing a ticket deflection rates of 25%--that's nearly 4,000 tickets per week.”
The IT employee support team at Oracle manages 50,000 monthly tickets with 140 IT support engineers worldwide. Because existing chatbot implementations struggled to understand context, the team developed an intelligent Slack bot using OCI Generative AI and Oracle Digital Assistant. This AI-based service desk automatically deflects issues and learns from interactions, using a retrieval-augmented generation (RAG) architecture for accurate responses from an internal knowledge base. In only 6 months, deflection rates increased by more than 25% while click-through rates improved by 91%. Oracle employees who used the service gave it a 75% feedback rating.