SMEG UK turns to OCI Generative AI to provide quick and easy product support
Leading appliance manufacturer adopts OCI Generative AI to upgrade customer support capabilities in Oracle CX and Oracle Digital Assistant.
“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.”
Headquartered in Italy, SMEG has designed household appliances for everyday environments since 1948. In 2022, the company extended its Oracle Cloud CX suite of applications by adopting Oracle Digital Assistant to assist with answering the most common customer queries, such as product support issues and warranty questions. After the company migrated to OCI Generative AI, it gained new capabilities to further improve customer experience and offer more self-service support for UK-based customers. SMEG extended the Digital Assistant chatbot with OCI Generative AI using Cohere R+ and also completed a user-friendly implementation from Oracle partner Boxfusion. The company helped customers and support agents find quick and accurate answers from across a vast library of product manuals and documentation in an OpenSearch Database. SMEG expects that Generative AI will meaningfully lower the volume of customer service inquiries.