AI use cases for Customer Service & Support
15 documented implementations
Cegid cuts support ticket volume 40% with generative AI virtual agent and Agent Assist
Cegid, a European leader in cloud management solutions, deployed Google Cloud Customer Engagement Suite with Google AI to transform customer support handling nearly one million annual interactions. A generative AI virtual agent answers customer questions 24/7 in natural conversational French, escalating complex issues to human advisors with a summarized ticket, while Agent Assist gives advisors instant access to relevant information and suggested responses. The project handles an average of 225 conversations per day with 93% response reliability, reducing support ticket volume by 17% overall and 40% in areas where the virtual agent is deployed.
Cegid· FranceGoogle Cloud Customer Engagement Suite with Google AI · Virtual Agent · Agent Assist +1
Tamilnad Mercantile Bank uses agentic AI to automate finance, HR, and customer service
Tamilnad Mercantile Bank unified finance, HR, sales, and customer service on Oracle Fusion Cloud Applications, chosen for embedded agentic AI capabilities. Expense management, customer service, and payroll are now fully automated, and employees handle twice as many service requests in half the time.
Tamilnad Mercantile Bank· IndiaOracle Fusion Cloud ERP · Oracle Fusion Cloud HCM · Oracle CXJohnson Controls uses embedded AI and machine learning to shift field service from reactive to proactive
Johnson Controls connected service agents, field technicians, and building assets on Oracle Fusion Cloud Service and Field Service with embedded AI and machine learning, automating scheduling, optimizing technician routes, and monitoring equipment health in real time. Technicians receive IoT-driven alerts and asset context via mobile tools, and Oracle digital assistants handle routine inquiries. The system is used by more than 3,000 field personnel with 99% adoption, improving first-time fix rates and customer satisfaction.
Johnson Controls· United StatesOracle Fusion Cloud Service · Oracle Fusion Cloud Field ServiceAegean Airlines uses AI-guided orchestration to personalize passenger journeys
Aegean Airlines connected customer profiles via Oracle Unity Data Platform and used AI embedded in Unity to segment travelers and predict likely needs, such as compensation after a misconnection or targeted upgrade offers. Oracle Marketing then automates journeys across email, web, mobile, and service touchpoints in real time. Aegean saw a tenfold increase in personalization volume, 60% faster marketing analysis, 30% productivity increase, and 40% revenue increase from targeted campaigns.
Aegean Airlines· GreeceOracle Fusion Unity Data Platform · Oracle Fusion Cloud MarketingEmpowering technicians with instant answers and faster fixes
Lumen Technologies integrated GenAI into its Laser diagnostic tool using Databricks Model Serving with a hosted Llama 3.3 model, enabling technicians to get real-time diagnostics, resolution recommendations and ticket summarization, saving an estimated 3,675 hours annually.
Lumen TechnologiesDatabricks · Agent Bricks · Delta Lake +1
Brain4Data boosts customer service with Oracle Database and Generative AI
Brain4Data, a German startup, built a GenAI-powered agent named Fred that uses retrieval augmented generation (RAG) over customer documents, databases, and ERP systems, powered by Oracle Database's native AI Vector Search and OCI Generative AI Service. Within a few months of deployment, Fred handled 80% of end-user requests. Brain4Data won the European Seal of Excellence from the European Innovation Council in early 2024.
Great Eastern drives efficiency and cost savings with Oracle Cloud
Great Eastern, a Singapore-based life insurer serving more than 16 million policyholders across Southeast Asia, migrated policy administration, finance, distribution, reporting, and rewards systems to Oracle Cloud Infrastructure with Oracle Autonomous AI Database on Exadata Cloud@Customer. The insurer is using native AI services such as Select AI, agentic AI, and AI-assisted development tools to improve productivity. Great Eastern increased revenue by 10%, improved efficiency by 50%, cut IT costs by 30%, and reduced turnaround times for some insurance processes from six to eight weeks to less than three days.
Great Eastern· SingaporeOracle Cloud Infrastructure · Oracle Autonomous AI Database · Oracle Exadata Cloud@Customer +3CZ Advances Healthcare with Data Intelligence
CZ uses the Databricks Data + AI Platform to unify vast healthcare data, calculate fair insurance premiums, automate quality claims checks, and deliver AI-assisted member support. By harnessing GenAI, collaborative analytics, and strong governance, CZ streamlines operations and improves affordable healthcare access for millions across the Netherlands.
Cosmo Fuels Digital Transformation With Databricks
Cosmo Energy chose the Databricks Data + AI Platform to unify siloed data, strengthen governance and enable AI-driven insights that improve customer engagement, operational efficiency and security, launching frontline analytics, predictive customer services and digital twin projects. The company trained 980 employees in data utilization in two years, surpassing its three-year goal.
Navy Federal Transforms Service With AI
Navy Federal Credit Union is reshaping banking for military members by unifying data and leveraging generative and agentic AI on the Databricks Data + AI Platform. By embracing AI-augmented workflows and upskilling teams, Navy Federal delivers customized services while streamlining productivity through responsible change management and data readiness.
Navy Federal Credit UnionDatabricksSandvik Revolutionizes Manufacturing with Microsoft AI Solutions
Sandvik, a Swedish manufacturing technology company, built the Manufacturing Copilot using Azure OpenAI Service and Azure AI Search to give employees and customers natural-language access to decades of product documentation, help files, and audio/video recordings across its CAD/CAM software brands (including Cimatron, GibbsCAM, and SigmaNEST). Rather than building separate solutions per product, Sandvik created a shared service with product-specific Copilots, each trained on brand-specific proprietary knowledge and supporting 19 languages with domain-specific translation algorithms. The tool is used internally in sales, customer support, and training, and was first launched across three CAD/CAM brands with a rollout planned to reach 400,000 users. Sandvik reports an average productivity gain of 20-30% (up to 50% for entirely new problems) and roughly 50% less time to onboard new salespeople.
Sandvik· SwedenAzure OpenAI Service · Azure AI Search · GitHub CopilotDiscover Financial Services Builds a Generative AI Solution on AWS for Faster Decision-Making and Time to Market
Discover Financial Services, a digital banking and payment services company, built an analytics workbench and unified data science workbench on Amazon EC2 (P3 and P4 GPU instances) so its data scientists could run machine learning and generative AI workloads, train large language models with sample sizes requiring up to 6 TB of memory, and deliver high-performance computing in the cloud. Model artifacts are stored in Amazon S3 and shared across engineering teams via Amazon EFS. Discover used the platform for use cases including sentiment analysis of customer service calls and a 'do not contact' model that classifies customers in near real time for customer care agents. Using feature embedding, the team reduced time to market from hours to minutes; parallel model training cut processing of 30 million records from days to hours, and sentiment analysis on a 57,000-record dataset dropped from hours to minutes. Discover reports 35% reduction in engineering and platform costs.
Discover Financial Services· United StatesAmazon EC2 · Amazon S3 · Amazon EFSAgent Bricks Gives Baylor a Direct Line to the Student Voice
Baylor University's Enrollment Management division built an agent workflow using Databricks Agent Bricks to review 100% of contact center calls about financial aid and student accounts, up from roughly 5% manual sampling. Call recordings are fed via API into a medallion architecture on Databricks; a Knowledge Assistant agent gives representatives instant policy guidance, and a Multi-Agent Supervisor evaluates calls against standard operating procedures, citing timestamps and sources. Supervisors also query call data via Databricks Genie in natural language. Unity Catalog and row-level security via Active Directory groups govern access to FERPA-protected student data. The system generates a daily summary report in about two minutes and enables faster, more consistent coaching for contact center staff.
Baylor UniversityAgent Bricks · Databricks Marketplace · Unity Catalog +1ABN AMRO's financial services digital transformation at a global scale with Databricks
ABN AMRO, the third-largest bank in the Netherlands, moved from a centralized on-premises data warehouse and siloed teams to the Azure Databricks Data + AI Platform, operationalizing it within a couple of months. The platform, using Delta Lake for reliable data pipelines and MLflow for deploying machine learning models, gave over 500 engineers, scientists and analysts shared access to data. ABN AMRO uses the platform for machine learning-based fraud detection to identify anomalous behavior such as money laundering, a marketing automation stack for faster, more relevant customer product recommendations, and a client dashboard giving support teams a near real-time view of customer assets and transactions. The bank delivered its use cases 10 times faster than with its previous infrastructure, with over 100 additional use cases planned.
ABN AMRO· NetherlandsDatabricks Data + AI Platform · Delta Lake · MLflow +2Zalando enhancies customer engagement and operational efficiency with Mistral
Zalando, a European e-commerce platform, integrated Mistral models hosted on AWS Bedrock into its platform to add natural language processing and machine learning capabilities. The integration supports personalized recommendations, improved customer service and streamlined operations for the retailer's shopping experience.
ZalandoMistral · Amazon Bedrock