Oracle Customer Excellence
The Oracle platform needed customer support that matches its brand: customers write in any language via Telegram, email, WhatsApp, or the website, and expect fast, accurate answers around the clock without losing the human touch.
Publishing & Media
13 weeks
2 engineers
AI-First Omnichannel Support Platform
Key Results
Median Resolution Time
Channels Unified: Telegram, Email, WhatsApp, Web
Replies in the Customer's Own Language
AI Coverage with Human Escalation
The Challenge
Four inbound channels with separate formats, webhooks, and delivery rules
Customers writing in Spanish, English, French, Japanese, and more
24/7 coverage without a 24/7 support team
Knowing when AI should answer and when a human must take over
Our Solution
Single LangGraph agent classifies intent, sentiment, and language, then routes each message
Retrieves from three sources in parallel (knowledge base, content corpus, structured data) and answers in the customer's language
Quality gate checks every answer is grounded before sending; low confidence escalates to a human with a structured summary
Agent dashboard with live takeover, AI-drafted replies, and full conversation observability
Technology Stack
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