Rinnai Australia has developed an AI-powered customer service assistant to automate key service workflows reducing response times by up to 35 per cent.
Rinnai has enhanced customer service and improved operational efficiency using Oracle Cloud Infrastructure Enterprise AI and the Oracle AI Database.
By leveraging Oracle’s agentic AI capabilities, the customer service assistant helps automate manual processes, accelerate and improve the accuracy of responses, and deliver more consistent, high-quality support at scale.
Since commencing operations in Australia more than 50 years ago, Rinnai has seen its customer base grow significantly and over time customers’ needs have become more complex.
Moreover, the company’s product range covers hot water, heating, air conditioning, and renewable energy solutions, including its iconic Rinnai Infinity range.
The call centre manages thousands of inquiries that average 30 to 60 minutes and need to be supported by extensive technical documentation.
The company’s ICT business services manager, Samir Shah, said that as a trusted name in Australia, Rinnai has a responsibility to deliver fast, accurate and consistent support to customers.
“As demand increased and our product portfolio expanded, we knew we needed to modernise the way we deliver service,” Shah said.
“With Oracle, we’ve been able to deliver a more efficient, responsive, and consistent customer experience by streamlining our service operations, reducing response times, and giving our teams faster access to the information they need.”
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.
Oracle ANZ regional managing director, Stephen Bovis, said the customer service function is foundational to every successful business, and AI is transforming how organisations deliver speed, increased accuracy, and consistency at scale.
“With OCI Enterprise AI and Oracle AI Database, Rinnai Australia is enhancing customer satisfaction through faster, more consistent responses while improving operational efficiency across its service operations,” he said.
Looking ahead, Rinnai plans to expand its use of AI to support more complex workflows, including supply-chain inquiries and field-service bookings.
These capabilities will be powered by Oracle Autonomous AI Database, Oracle Digital Assistant and Oracle APEX to further streamline operations and scale innovation across the business.