Solution
Uniti Group, a telecommunications company managing 10K+ monthly billing-related customer inquiries, consolidated billing, CRM, and operational data into Oracle Autonomous AI Database and deployed a 24/7 generative-AI chatbot powered by OCI Generative AI and Oracle AI Vector Search to deflect call-center load. The chatbot answers customer and agent queries in natural language, grounding every response in authoritative billing data via vector search indexes, reducing manual data correlation by agents and enabling self-service billing support.
Solution architecture
3 components · 2 layers - Storage
- Oracle Autonomous AI Database Unified data platform consolidating billing, CRM, and operational data; hosts AI Vector Search indexes for semantic FAQ and documentation search.
- Serving
- Oracle AI Vector Search Semantic search engine for FAQ, billing policies, and documentation; embedded in Autonomous Database; enables AI chatbot to ground answers in authoritative data.
- OCI Generative AI Large language model service powering chatbot conversational reasoning and natural language understanding; delivers 24/7 self-service support.
- AI Vector Search co-located with operational data—no separate vector store
- Chatbot for both customers and internal customer-care agents
- OCI Generative AI for chatbot LLM
- Oracle Autonomous AI Database as unified data platform
The chatbot grounds every answer in Uniti's authoritative billing, CRM, and operational data.
Uniti uses Oracle Autonomous AI Database with AI Vector Search and OCI Generative AI to provide 24/7 self-service answers to more than 10,000 monthly billing-related customer inquiries.
