Case Study: RingCentral Customer Success Team boosts response times with RingCentral AI solutions

RingCentral Customer Success Team boosts one-minute answer times by 100%+ with RingCentral

The RingCentral Customer Success Team, the internal customer success department for vendor RingCentral, faced a challenge with overwhelming inbound call volume. Their legacy system could not efficiently handle over 1,000 weekly calls, leading to severe latency where only 33% of calls were answered within the 60-second SLA target. This resulted in a 17% abandoned call rate, risking customer renewals and brand loyalty.

To solve this, RingCentral implemented its own AI-powered suite, including RingCX, AI Receptionist (AIR), and AVA Agent Assist. The solution automated 46% of inbound calls via AIR and provided agents with real-time assistance. Results included a more than 100% improvement in one-minute answer rates, an 82% reduction in abandoned calls, and a 43-point increase in Net Promoter Score above the industry benchmark.

RingCentral Customer Success Team