Industrial Scientific Deploys Oracle AI to Revolutionize Customer Support Operations

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Industrial Scientific Deploys Oracle AI to Revolutionize Customer Support Operations

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Industrial Scientific, a Fortive-owned global leader in gas-detection and safety equipment, deployed SensAI — an AI customer-support agent on Oracle Cloud Infrastructure — to automate response to the ~1,200 support tickets it handles each month, compressing multiday email replies into minutes and deflecting more than 2,230 emails in the months after launch. 'Moving from multiday email responses to automated, instant support has transformed how our technical teams operate, freeing them to focus on complex issues rather than routine inquiries,' said Phanidhar Chilakapati, Global Data Architect at Industrial Scientific. 'Finding an enterprise-ready AI solution that could securely handle our documentation and improve customer service requests was game-changing,' he added. Support teams at Industrial Scientific were overwhelmed by 1,200 requests per month regarding device issues, troubleshooting and documentation queries. Extended response times required consulting multiple departments for answers, and limited support capacity was producing measurable service bottlenecks that hurt customer satisfaction for a vendor of safety-critical equipment. After evaluating several AI platforms, Industrial Scientific's engineering team — led by its chief architect and director of Engineering — partnered with Oracle to design and build SensAI. The case study was first published in December 2024 and updated in November 2025 as the deployment continued to deliver results. SensAI is built on OCI services orchestrated as a pipeline — OCI Generative AI (Cohere R+, selected for performance, enterprise-grade terms and strict data-privacy policies) for language understanding, OCI Generative AI Agents for retrieval-augmented generation against Industrial Scientific's product documentation, Autonomous Data Warehouse (queried with the Select AI natural-language interface) for interaction data, Oracle APEX for the chatbot-style UI, OCI Functions for serverless workflow orchestration, OCI Streaming and Oracle Integration Cloud for the Salesforce-to-OCI integration, and OCI Object Storage for the documentation knowledge base. At the time of publication SensAI had responded to more than 2,230 customer emails and saved more than 185 support hours, with response times collapsed from days to minutes and personalised answers tied to each customer's support contract. The deployment delivered a 30% efficiency gain over the prior manual process. Industrial Scientific is exploring chatbot support for training, generative-AI authoring of comprehensive training materials from existing documentation and potential integration with Oracle APEX to replace more expensive chat-agent solutions.