Is RingCentral AI Ready for Primetime? with Erik Smith

Join Frank Rogers on the ActivateCXTM️ Podcast as he dives into the world of self service and AI with RingCentral's AI leader, Erik Smith. Learn about CX strategies, keeping customers happy, and more!
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To watch the full episode on YouTube, click here: https://bit.ly/3Qve5og
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To book a call or Demo of RingCentral CX & AI: https://bit.ly/3SAts1z
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RingCentral has a well-thought-out strategy for self-service and AI in their contact center. They focus on redefining the customer journey by starting the clock from the moment a customer has a question, rather than when they call. They aim to control upstream activities to reduce call volume and improve customer satisfaction. They have developed a multi-stage solution that provides additional information to customers as they progress through their journey. RingCentral emphasizes the importance of collaboration between contact centers and marketing teams and the need to work on multiple channels, such as WhatsApp and Apple messaging. They offer AI solutions that focus on conversational AI, process automation, agent assist AI, AI routing, and AI analytics. The goal is to make agents more effective and reduce agent churn. They address concerns about job displacement by highlighting the benefits of AI in improving agent capabilities and customer experience. RingCentral advises businesses to start with conversational AI to offload basic interactions and achieve cost savings. They also encourage ongoing education, proactive adoption of new technologies, and a focus on creating a better customer and agent experience. The implementation of AI requires careful planning and measurement of ROI. RingCentral offers professional services to ensure successful implementation and provides guidance on identifying pain points and use cases. They emphasize the need to put the customer's experience first and offer education and support to help businesses make informed decisions about AI investments. Overall, RingCentral aims to deliver a connected customer journey across channels and help businesses adapt to the evolving digital landscape.