Case Study: How Agentic AI Supercharged Customer Service at Industrial Scientific
Industrial Scientific, the folks keeping workers safe with gas detection tech, teamed up with Oracle to give their customer service a serious upgrade. They swapped out clunky old chatbots for agentic AI—smart systems that don’t just talk but actually get stuff done. The payoff? They’re resolving customer issues 40% faster, cutting support costs by 25%, and boosting upsell revenue by 15%. This isn’t just tech hype; it’s real-deal business growth, proving agentic AI is the secret sauce for scaling up in 2025.
Background
Industrial Scientific makes life-saving gear for tough environments like oil rigs and mines. With customers all over the globe, they needed to deliver fast, tailored support as their products got more complex and regulations kept shifting. Their old setup—human agents and basic chatbots—wasn’t cutting it anymore. Customers were waiting too long, and the experience felt patchy.
In early 2025, with agentic AI making waves (thanks to big names like Sam Altman pushing doer AI), Industrial Scientific jumped on board with Oracle’s APEX platform. These new AI agents don’t just answer questions—they analyze, plan, act, and learn from every interaction. Using retrieval-augmented generation (RAG), they pull real-time info from product manuals and customer records to nail every response, turning customer service into a growth driver.
The Challenge
Industrial Scientific’s customer service was hitting some rough patches that were holding back their business:
Scaling Struggles: Global demand meant a flood of queries, with wait times stretching to 24–48 hours. Customers were bailing left and right.
Costly Operations: A big support team was burning cash, and burnout was real—over 20% of agents quit yearly.
Weak Personalization: Old-school chatbots spit out generic answers, dropping the ball on complex issues and missing chances to sell more.
Disconnected Systems: Sales, support, and maintenance tools weren’t talking to each other, slowing everything down.
Industry reports from 2025, such as one by McKinsey, suggest that agentic AI could manage up to 40% of business tasks, but this is possible only if companies successfully address integration and security challenges. At the same time, 43% of professionals are preparing for this shift, highlighting the urgency to resolve these issues
The Solution: Rolling Out Agentic AI
EcoWear partnered with a development team to build a bespoke AI-powered CRM from the ground up, designed to fit their unique workflow. Launched in just three months, the system integrated machine learning, natural language processing, and generative AI, pulling data from their e-commerce platform, social media, and customer feedback on platforms like Reddit.
Full Workflow Control
They read queries, map out steps, tap into databases or CRMs, get the job done (like scheduling), and learn to do it better next time.
RAG-Powered Smarts
They grab real-time data from manuals and customer histories, so answers are spot- on, not guesswork.
Team Players
The agents work together like a digital crew, tackling tricky issues as a unit and getting smarter with every job.
Locked-Down Security
Built with OWASP standards, using sandboxes to block sneaky exploits and keep data safe.
Human Backup
They handle 80% of routine stuff but pass the tough cases to humans for that extra touch.
Always-On Availability
Running 24/7 across time zones, they ensure no customer query gets left waiting.
How They Made It Happen
Here’s how they pulled it off:
Figuring Out the Gaps: They dug into their current customer service setup and customized the AI to fit their specific needs using APEX’s low-code magic.
Hooking It All Up: Connected the AI to Oracle Fusion CX and other platforms with APIs for smooth data flow across sales, support, and maintenance.
Testing It Out: Started in a safe sandbox with simple queries to make sure everything worked and stayed secure.
Going Big: Rolled it out worldwide, training staff on platforms like DataCamp to work alongside the AI in hybrid teams.
Keeping It Sharp: Used analytics to track performance and tweaked the system with feedback to keep improving.
They also made sure to use diverse data and regular checks to avoid biases or ethical slip-ups.
Results and Benefits: Growing the Business
The agentic AI turned customer service into a powerhouse, with numbers that tell the story:
Faster Fixes
Cut resolution times by 40%, handling 50% more queries without hiring extra staff, freeing up time for bigger priorities.
Saving Cash
Predictive analytics suggested eco-friendly alternatives like bamboo-fiber products for cotton browsers and timed outreach for maximum engagement.
More Money In
Smart recommendations boosted upsell revenue by 15%, like pitching premium services based on usage patterns.
Happier Customers
Net Promoter Scores jumped 20 points, with 90% of issues fixed on the first try, driving loyalty and referrals.
Ready to Scale
Multilingual support and 24/7 availability opened new markets, setting the stage for 10-15% yearly revenue growth.
Proven ROI
Industry trends show agentic AI delivers 30% better returns in customer-facing roles, making businesses leaner, smarter, and more efficient.
Potential Pitfalls and Lessons Learned
It wasn’t all smooth sailing. Linking up with old systems was a headache at first, and they had to ensure the AI didn’t fumble rare cases. Security was another concern—exploits targeting AI are real, but sandboxes and OWASP-standard audits kept things tight. They also made sure to keep humans in the loop and used diverse data to avoid biases.
Key takeaways? Start small, train your team, and keep an eye on metrics like speed and revenue to stay on track.
Conclusion
Industrial Scientific’s leap into agentic AI with Oracle shows how tech can supercharge business growth in 2025. By turning customer service into a proactive, money-making machine, they’re resolving issues faster, saving costs, and breaking into new markets. With Gartner predicting half of companies will test agentic systems by 2027, this is just the start.
Want to level up your business? Oracle’s got the tools—reach out to see how agentic AI can take you there.
