Case Study: Chicago Cubs scale white-glove fan service with RingCentral AI

Chicago Cubs save 1–2 minutes per call with RingCentral AI

The Chicago Cubs, a storied Major League Baseball franchise, faced growing challenges in maintaining personalized fan service with a lean team. Handling thousands of daily interactions, their staff was bogged down by manual CRM data entry after calls, which limited capacity and made consistent coaching difficult. They turned to RingCentral to find a smarter solution using its AI-cloud platform and products.

By implementing RingCentral's AI Virtual Assistant (AVA) and AI Conversation Expert (ACE), integrated with Salesforce, the Cubs automated call transcription and summarization. This eliminated 1–2 minutes of post-call data entry per conversation. RingCentral's solutions provided critical conversation insights for coaching at scale and gave the team a complete view of fan interactions. This allowed the organization to recapture productivity and elevate the fan experience across thousands of daily contacts.

Chicago Cubs