United StatesProfessional services2020 – ongoingRimini Street
AI applications for routing and monitoring support cases
Rimini Street said two AI applications cut its software issue resolution time by 23%
Problem
Rimini Street provides third-party support for enterprise software. Each case had to reach engineers with the right expertise, and early signs of unhappy clients were hard to spot across many cases.
Approach
Rimini Street built two AI applications for its own support operation. Case Assignment Advisor assigns each case to an engineering team, weighing expertise, past case performance, language, availability, workload and time-zone match. C-Signal analyzes sentiment and anomalies across cases, contacts and clients to flag problems early and suggest preventive action.
Results
Takeaway
Routing cases by engineer fit and workload was the first target for Rimini Street's AI. The 23% figure is self-reported and dates from 2020.
Categories
- Industry
- Professional services
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Predictive analytics and ML
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Company release describing Case Assignment Advisor and C-Signal. It states that resolution times fell 23% and that the applications won two Stevie awards. The release does not describe how the 23% was measured.
Full details are in the original sources.