Transforming Back-End Operations
In a world where digital transformation drives progress, one of the UK’s large companies has embraced the future with a bold move towards Artificial Intelligence (AI)-driven innovation.
Repetitive tasks drain human potential
Like many large enterprises, the customer reported that it struggled with managing repetitive, resource-intensive tasks in its Human Resources (HR) helpdesk. A significant portion of HR efforts went into handling routine queries and information requests. With a workforce comprised of thousands of employees, many with different originating employment contracts, these demands were particularly time-consuming. The customer needed a way to optimize efficiency and ease the burden on its team, which led them to explore GenAI solutions.
Oracle’s solution – a game changer
The customer turned to Oracle’s offerings in this space, adopting Oracle Digital Assistant, Oracle Cloud Infrastructure Generative AI, Oracle Cloud Infrastructure Compute (VM Instances), Oracle Integration Cloud, Oracle Autonomous Data Warehouse (23ai version), and Oracle Cloud Infrastructure Vault. At the heart of the transformation was the adoption of the Oracle AION-powered Digital Assistant, trained on the customer’s core documentation. This assistant provides instant, accurate support 24/7, significantly reducing the need for human intervention.
What is Oracle AION?
Oracle AION is an innovative AI Assistant framework that allows enterprises to securely connect their internal knowledge and databases, powering advanced, context-aware digital assistants. By leveraging Oracle Retrieval-Augmented Generation (RAG) and MCP components, AION provides not only fast and accurate answers to most employee queries but also helps improve productivity, reduce the load on support teams, and set a solid foundation for AI-driven business transformation. The solution includes tailored interfaces, user access and data security controls, and an admin console for continuous monitoring and improvement, offering a scalable, production-ready enterprise chatbot experience.
Behind the sales journey
The sales journey began with a conversation about upgrading integrations from Gen 2 to Gen 3, which naturally led into exploring GenAI capabilities. Since the customer had not previously used Oracle AI solutions, this was an opportunity to introduce it to the transformative potential of GenAI. By engaging directly with the customer’s Head of People Tools, Oracle Consulting uncovered its business priorities and showcased Oracle’s GenAI leadership through in-person sessions.
Through previous successful projects, Oracle Consulting had built a strong relationship with the customer, so when chosen to deliver this engagement, the same level of reliability and expertise was expected. Oracle Consulting rose to the challenge, with support spanning from planning through to deployment and ongoing managed services, while also collaborating closely with another partner to configurate the Oracle Cloud Infrastructure (OCI) resource.
As with any complex project, obstacles were inevitable. From involving third-party tenancy managers to ensuring close alignment with the customer’s IT team, Oracle consultants kept situations under control by defining clear roles and responsibilities for all stakeholders. One key learning was to never underestimate the power of a well-implemented Responsible-Accountable-Consulted-Informed (RACI) Framework.
Transforming operations through the power of AI
The customer already anticipates a reduction in HR back-office stress, allowing the team to focus on tasks for which sharp human minds are irreplaceable. The new Oracle AION solution improves the speed and efficiency of information requests, leading to better service quality and, just as importantly, more satisfied employees.
Accelerating success with continuous learning
This is one of the largest GenAI projects carried out by Oracle Consulting EMEA. It highlights AI’s critical role in modern business processes to elevate productivity, innovation, and competitive advantage.
For Oracle, this experience opened a valuable knowledge box around the functional and technical aspects of generative AI adoption. From refining best practices for managing and cleaning source data to integrating components into large language models (LLMs), our consultants have stored it all in their ‘experience toolkit’. As generative AI continues to reshape industries, Oracle Consulting is fully equipped to apply the lessons learned from this groundbreaking interaction to accelerate further success in future AI-powered transformations.
Please contact Craig Southerland (craig.southerland@oracle.com ) for Sales-related queries, and Deryk Egan (deryk.egan@oracle.com ) for Technical-related queries.