Uniti boosts customer satisfaction with Oracle Autonomous AI Database and GenAI
Telecom infrastructure provider uses Oracle Cloud solutions to offer real-time, AI-driven answers to sales and billing queries, reducing support costs.
United States | Communications
“Oracle’s tight integration and customer-centric approach with data and AI have been invaluable in helping us transform our service operations. Our teams get fast, accurate insights, and our customers receive answers in real time.”
Video: Uniti Enhances Customer Experience with Oracle AI Solutions (2:04)
Uniti is a premier insurgent fiber provider dedicated to enabling mission-critical connectivity across the United States. It needed a better way to handle more than 10,000 monthly consumer customer billing queries, as well as enable its field sales teams to make informed recommendations on the spot.
Before Uniti moved to Oracle Autonomous AI Database and OCI Generative AI, its fragmented system had led to long response times, repeat calls, and notable customer frustration.
Uniti selected the Oracle Cloud solutions for their strong data integration, advanced query capabilities, robust security, and innate scalability. Native vector search capabilities within Oracle AI Database help Uniti with data governance. The company now offers a 24/7 interactive chatbot that provides immediate, individualized responses to customer questions, improving satisfaction, fostering loyalty, and boosting Uniti’s Net Promoter Score.
In addition, the company’s sales representatives use AI-powered insights to speed up sales cycles and deepen client relationships. Uniti has also reduced its support costs and the workloads of its customer service agents.