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Rimini Street’s New Artificial Intelligence Applications Reduced Software Issue Resolution by 23%
May 29, 2020 News

 

Rimini Street, Inc., a global provider of enterprise software products and services, the leading third-party support provider for Oracle and SAP software products and a Salesforce partner, announced that it has reduced software issue resolution times by 23% using its new patent pending Rimini Street Artificial Intelligence Support Applications (AI Applications), and that to date the AI Applications have won two awards for innovation and achievement in customer service. The new AI Applications are a result of Rimini Street’s continued investment in optimising support processes and ensuring global service delivery outcomes at scale.

 

Delivering a Better Client Experience Through Artificial Intelligence

The Rimini Street Artificial Intelligence Support Applications were developed by Rimini Street’s Global Service Delivery Innovation Team, whose mission is to invent innovative solutions that further enhance a client’s overall service experience. The AI Applications are built using open source technologies that can be integrated into support processes along with other new AI Applications when they become available.

The AI Applications provide specific, unique data insights and intelligence to seamlessly accelerate better client service and support outcomes. Initial AI Applications include:

  • Case Assignment Advisor – Reviews dozens of different vectors in real time to identify the right engineering team to assign to a specific case, ensuring relevant experts are in the right place, at the right time, to resolve the client’s issue more quickly and effectively. Vectors analysed include specific expertise required, historical case performance, language, availability, engineer caseload and time zone match.
  • C-Signal – Performs sentiment and anomaly analysis on cases, contacts and clients to anticipate potential issues and proactively recommend actions to prevent issues from occurring.

The AI Applications that enable better service delivery are built on Rimini Street’s Artificial Intelligence Platform which includes infrastructure, tools, algorithms and data used to build, train and run the AI Applications that are always “learning” to translate information into actionable insights.

Rimini Street’s AI Applications have already delivered substantial service benefits to clients, including accelerating case resolution times by an average of 23% and providing an even faster, more efficient case resolution process than previously experienced.

“Rimini Street showed us what they were doing with AI early on and how they were using this advanced platform in their daily support operations; we are now personally experiencing the benefits of this platform including faster time to resolution for our support issues,” said Jay Fisher, CIO, BrandSafway. “We initiated our partnership with Rimini Street over five years ago, and as our experiences have been positive, we have expanded our support to include other applications. The Company continues to be a great partner and trusted adviser, helping us meet the different challenges of maintaining our enterprise software system while delivering quality support and helping us improve our business outcomes.”

 

Building on Rimini Street’s Award-Winning Support Delivery Model

The Rimini Street AI Support Applications have already won two awards – a Stevie Sales and Customer Service Award for “Innovation in Customer Service” and a Stevie American Business Award for “Achievement in Customer Satisfaction” – and build on the Company’s successful, award-winning support delivery model. The Company’s Global Service Delivery team is comprised of more than 600 full-time, highly experienced software support engineers based in 17 countries, providing 24/7/365 coverage. Clients are assigned a Primary Support Engineer (PSE) with an average of 15 years’ experience in their particular software system, who is backed by a team of functional and technical experts when they switch to Rimini Street support. In addition, the Company leads the support industry with its service level agreement (SLA) of 15-minute response times for Priority 1 critical cases, and 30 minutes for Priority 2 cases, and consistently achieves scores of 4.8 out of 5.0 (where 5.0 is “excellent”) on its client satisfaction surveys.

The Rimini Street AI Support Applications leverage what industry analysts refer to as a “pragmatic AI” approach, which is designed to enhance the human connection versus automation that replaces human interaction in the customer service process, such as chatbots to manage inquiries. Machine learning and natural language processing technologies are used by AI Applications to solve real-world challenges, each with a specific function as it relates to customer service. The “work” done by the AI Applications happens seamlessly in the background and does not require any action by the client.

“Our vision for Rimini Street’s AI Support Applications is to deliver an even more proactive and responsive support program that continually resets the bar for excellence in enterprise software support,” said Brian Slepko, executive vice president, Global Service Delivery, Rimini Street. “Rimini Street is making the investments required to ensure optimized client outcomes globally at scale. This latest achievement from Rimini Street’s Global Service Delivery Innovation Team underscores the value of our focus on support innovation and the mission to provide clients with the right support engineering team, at the right time, in the right geography to deliver the right solution.”

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