Rimini Street, Inc. (Nasdaq: RMNI) – a global provider of enterprise software products and services, a leading provider of independent support for Oracle and SAP software, and a Salesforce partner – announces it has reduced software troubleshooting time in 23%, with the use of new applications of Artificial Intelligence, in the patenting phase and which, to date, have already won two awards for innovation and excellence in customer service. The new AI applications are a result of Rimini Street's continued investment in optimizing support processes and ensuring better results in delivering global, large-scale services.
Rimini Street's Artificial Intelligence Support Applications were developed by the Global Innovation Team, whose mission is to create innovative solutions that further improve the overall customer service experience. Built on open source technologies, AI applications can be integrated into support processes, as well as other new applications of their kind, when they become available. Early AI applications include:
• Support Engineer Auto Picker – Analyzes dozens of different variables in real-time to identify the most suitable team to assign to a specific case, ensuring relevant experts are in the right place at the right time to solve a customer's problem. faster and more effectively. Variables analyzed include specific knowledge required, historical support performance, language, availability, engineer ticket load, and time zone.
• C-Signal – Performs sentiment and anomaly analysis on tickets, contacts, and customers to anticipate potential issues and proactively recommend actions to prevent them from occurring.
“Rimini Street showed us in advance what they were doing with AI and how they were using this advanced platform in their daily support operations; we are now personally experiencing its benefits, including faster resolution time for our support issues,” said Jay Fisher, CIO of BrandSafway. “We began our partnership with Rimini Street more than 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 advisor, helping us to face the different challenges of maintaining our enterprise software system, providing quality support and helping us to improve our business results.”
Based on Rimini Street's award-winning support delivery model
Rimini Street AI Support Applications have already won two awards – a Stevie Sales and Customer Service Award for “Customer Service Innovation” and a Stevie American Business Award for “Customer Satisfaction Achievement” – building on the success of the award-winning customer service model. company support delivery. The company's global service delivery team comprises more than 600 highly experienced, full-time software support engineers based in 17 countries with 24/7/365 coverage.
Rimini Street’s AI support apps use what industry analysts call a “pragmatic AI” approach, designed to enhance human connection versus automation that replaces human interaction in the customer service process, such as chatbots, to treat doubts. AI applications solve real-world challenges using machine learning and natural language processing technologies, each with a specific role in customer service. The “work” performed by AI Applications happens seamlessly in the background and requires no action from the client.
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