التكنولوجيا وأخبارها بوابة الإمارات لتكنولوجيا المعلومات والإتصالات
Rimini Street Speeds Software Issue Resolution by 23% with New Artificial Intelligence Applications
Company extends software support leadership with new patent pending AI Applications that have already won multiple awards for innovation and achievement in customer service
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, today
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 optimizing 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. Built using open source
technologies, the AI Applications 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 analyzed 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 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 that enable better
service deliver
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. When a client
switches to Rimini Street support, they 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. 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. The AI Applications solve real-world challenges
using machine learning and natural language processing
technologies, 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.”
About Rimini Street, Inc.
