Rinnai Australia has adopted Oracle Cloud Infrastructure (OCI) Enterprise AI and Oracle AI Database to streamline customer service and operational processes. By using agentic AI to build a customer service assistant, the company has automated key service workflows, reporting a reduction in response times of up to 35 per cent.
Established over 50 years ago, Rinnai Australia supplies hot water, heating, air conditioning, and renewable energy systems, including its Rinnai Infinity product line. As customer requirements have become more complex, the company’s call centre handles thousands of enquiries that average 30 to 60 minutes and require reference to extensive technical documentation.
To manage these workload demands and optimize support resources, Rinnai Australia built an AI customer service assistant using OCI Enterprise AI and Oracle AI Database. The solution automates manual processes, accelerates response times, and standardises support delivery across its operations.
“As an established Australian brand, providing timely and reliable support is a key priority,” said Samir Shah, ICT Business Services Manager at Rinnai Australia. “With growing demand and a broader product range, updating our service delivery model was essential. Partnering with Oracle has helped streamline operations, decrease response times, and give staff quicker access to technical documentation.”
OCI Enterprise AI enables Rinnai to build, deploy, and manage AI agents that interact with customers and automate workflows. Oracle AI Database stores Rinnai’s extensive product documentation as vectors and uses semantic search to retrieve the most relevant and up-to-date information in real-time. In addition, with retrieval-augmented generation (RAG), Oracle AI Database interprets customer queries and delivers context aware responses grounded in enterprise data.
