"We use AI in our support operation. We don't replace humans. We actually make our engineers better engineers, because what we're able to do is use AI first to route customers' cases much more accurately to the right and best source and faster."
"We're only able to do that because we use technology to route the incoming calls to the right engineer, which means AI is enabling us to reduce our time to resolution for customers by almost 30%."
"We deployed Copilot to every employee in the company. People go through a phase. Like many companies we're still in the learning phase. We're trying to understand what we can do with this technology. Everybody hears AI, but they don't really understand what it mean to them personally."
Rimini Street's CEO Seth Ravin discusses AI's rapid advancement and its transformative impact on business operations. The company deploys AI to enhance support efficiency by 50% through intelligent case routing that directs customer issues to the most appropriate engineers, enabling response times under two minutes. Rather than replacing workers, AI augments engineer capabilities and reduces resolution time by approximately 30%. Ravin emphasizes that AI is essential for maintaining competitiveness and addressing labor cost pressures. However, he acknowledges that Rimini Street remains in the experimental phase, having deployed Copilot company-wide while employees learn its applications. Ravin personally uses Microsoft Copilot and Gemini daily for research and information gathering tasks.
#ai-in-customer-support #operational-efficiency #intelligent-case-routing #labor-cost-reduction #enterprise-ai-adoption
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