How Uniti Uses Oracle GenAI to Answer 10,000 Monthly Billing Queries in Real Time

Uniti is a leading fiber infrastructure provider focused on enabling high-capacity, reliable connectivity across the United States. As a company managing complex billing relationships with tens of thousands of consumers and a national field sales force, the quality and speed of customer interactions directly affects loyalty, renewals, and sales efficiency.

Before adopting Oracle’s AI cloud solutions, Uniti’s customer support infrastructure was fragmented. Disconnected systems led to long response times on billing inquiries, repeat calls for unresolved issues, and customer frustration that eroded satisfaction scores. Field sales teams also lacked a reliable way to surface real-time insights on the spot—limiting their ability to make informed recommendations during client conversations.

Uniti selected Oracle Autonomous AI Database and OCI Generative AI for their tight data integration, native vector search capabilities, advanced query handling, and enterprise-grade security. The Oracle AI Vector Search layer enables precise data governance while grounding the generative AI in Uniti’s own billing and account data, minimizing hallucination risk for customer-facing responses.

The result is a 24/7 AI chatbot that provides immediate, personalized answers to billing queries without human escalation. Field sales teams now access AI-powered insights in real time, enabling faster, better-informed conversations with customers. Support costs have fallen, agent workloads have decreased, and Uniti’s Net Promoter Score has improved as customers get answers when they need them.

Uniti’s deployment demonstrates how telecoms with complex billing landscapes can use tightly integrated AI infrastructure to simultaneously improve customer experience and reduce operational cost—without compromising on security or data governance.