NEC announced that it will adopt the vector search function “AI Vector Search” of “Oracle Database” to improve the efficiency of support operations. In the demonstration, it is expected that the time to respond to inquiries will be reduced by more than 20%, and the full operation in the support operation system is scheduled for September 2025. NEC operates the “NEC Oracle Response Center” (NEORC), a specialized organization that handles support operations for Oracle products. Although many new inquiries from customers are similar to past inquiries, there was an issue that it takes time to find similar inquiries from a huge amount of data.
Therefore, using AI Vector Search, a new function of “Oracle Database 23ai”, a demonstration experiment was conducted to apply generative AI using search augmentation generation (RAG) to support operations. As a result, when creating a proposal for an answer using generative AI, the source of the inquiry can be identified, which shortens the investigation time.
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In addition, it was found that by using the answer created by generative AI as a basis, it is possible to reduce the time to respond to inquiries, including investigations, by more than 20%. In response to this result, NEC decided to officially adopt AI Vector Search in the support operation system of NEORC.
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