Tell us how your company is using AI internally or externally?
It feels like this question was tailor-made for RingCentral! We pride ourselves on being THE AI-first business communications company. Here are a few examples of how we are integrating AI into many aspects of our organization. Internally we use our own products for video calls and collaboration, with built-in AI meeting notes, decision summaries and next steps. We also use an AI platform for our new hire recruiting, which has greatly improved our candidate pool.
Externally, RingCentral has taken the lead by integrating AI into our core product offerings. Our proprietary AI offering, RingSense, is a conversational intelligence platform that uses AI and communications data to automate work and provide insights that would otherwise not be discoverable. RingSense for Sales is a specific example of how we are taking AI to market: an application-layer revenue intelligence platform that provides actionable insight to sales teams to improve productivity. In 2023 we also launched RingCX, an AI-first Contact Center product that is transforming the customer experience landscape. Our customers love RingCX for its fast deployment and ease of use – while delivering a powerful omnichannel solution across voice and digital channels.
How are you anticipating AI will affect your industry?
Our CEO often refers to AI as the “Mother of all megatrends,” meaning that Artificial Intelligence is going to dramatically change all businesses that rely on communications. A perfect example of this is our RingCX product for contact center. RingCX is the first contact center solution with end-to-end AI integration. The First Contact Resolution (FCR) features AI-powered intelligent virtual agents, making it easier for customer independence and self-service. When customers need live agent assistance, Balto Real Time Guidance is there to provide agents with in-the-moment guidance and soft-skill coaching during calls.
Ultimately we see AI as an enabling force that will bring real, tangible value to our more than 400,000 global customers. We are committed to building AI solutions businesses can trust as we work together to reshape everyday communications and customer experiences.
Check out the RingCentral careers page here!
Tell us how your company is using AI internally or externally?
AI offers a wealth of opportunities across industries. For education technology, it can streamline processes and give employees the opportunity to focus on bigger picture tasks to best support students and educators.
Across the Cambium family of brands, teams are leveraging AI to give students and teachers the best possible academic experience. From an embedded formative assessment tool called Assessment Without Testing from Lexia Learning and ExploreLearning’s AI-powered logic systems driving math experiences and outcomes to a chat-bot based customer support infrastructure developed by Learning A-Z and ExploreLearning’s AI-driven revenue digital assistant, the number of AI-powered products and tools continues to grow. Looking ahead, Cambium brands will continue to assess the education landscape to see where opportunities for innovation lie and develop solutions that best fit the challenges of the dynamically evolving K-12 environment.
How are you anticipating AI will affect your industry?
AI has quickly transformed the education landscape. With the rise of remote learning and increased edtech adoption in classrooms, AI has become interwoven with school’s day-to-day activities and streamlined processes that give teachers more time back in their days. However, it’s important to look beyond just making menial tasks easier. With the right development, AI has the potential to create more curated learning experiences for students. To create these experiences, we need data-driven AI to accurately assess students’ progress and curate learning paths best suited to them. As we continue to see edtech organizations fine-tune their AI models, we can only expect these tools to improve.
Check out the Cambium Learning Group careers page here!
Tell us how your company is using AI internally or externally?
At Startek, we are leveraging AI in several innovative ways to enhance our services:
- Conversational AI: Startek uses Conversational AI to automate high-volume interactions and routine inquiries, eliminating wait times and driving cost efficiencies. This includes the use of chatbots and automated messaging solutions that provide personalized, 24/7 support.
- AI Coach: The Startek AI Coach brings on-demand training to contact center teams by simulating real-life customer contacts, including live chat and voice interactions. This allows agents to perfect their skills in a safe environment.
- Startek Agent AI: Startek has launched Startek Agent AI to improve customer engagement. This includes the use of gamification, which has the potential to cut average handling times (AHT) by as much as 10%, enhance first contact resolutions (FCR) by as much as 10%, and boost customer satisfaction (CSAT) by at least 5%.
In essence, Startek is harnessing the power of AI to deliver fast, efficient and personalized customer service while also using it as a tool for continuous learning and improvement within the organization. This demonstrates a forward-thinking approach to integrating AI into the customer service industry.
How are you anticipating AI will affect your industry?
Artificial Intelligence is poised to be a transformative force in the customer service industry. By leveraging AI, we can implement intelligent automation for mundane tasks, thereby enabling our customer service representatives to focus on high-value interactions that require human empathy and understanding.
AI-powered chatbots and virtual assistants can provide 24/7 support, resolve customer queries in real-time and offer a personalized experience based on past interactions and preferences. This not only enhances customer satisfaction but also significantly reduces response time.
Furthermore, AI can analyze vast amounts of customer data to extract actionable insights. These insights can help us predict customer behavior, identify patterns and proactively address issues, leading to improved customer retention and loyalty.
Lastly, AI can also aid in decision-making through predictive analytics, helping us strategize and make informed decisions to enhance our service offerings. Thus, the integration of AI in our industry is not just an upgrade; it’s a paradigm shift towards a more efficient and customer-centric approach.
Check out the Startek careers page here!
Tell us how your company is using AI internally or externally?
ArcGIS Pro is a powerful geographic information system (GIS) software that is used to analyze, visualize, and share spatial data, helping to solve real-world problems. Leveraging AI enhances the experience for our users and enables ArcGIS to become a more intelligent GIS platform for our customers. The implementation of an AI Copilot for ArcGIS Pro will improve user productivity, providing valuable and faster insights through automation, detection and pattern recognition.
How are you anticipating AI will affect your industry?
At Esri, our AI vision is to accelerate intelligent decision-making, assist in providing actionable recommendations, create effective information products, improve user productivity and efficiency, and deliver meaningful and relevant geospatial insights derived from data. The implementation of an AI Copilot for ArcGIS Pro will impact industries in government, public safety, conservation, imagery and more. Our goal remains to deliver value and ensure we stay true to our overall mission and ambitions for advancing GIS to solve real problems that affect our world.