Rimini Street’s AI Apps: Helping Provide Human-First, World-Class Service for Clients

Elissa Klotz
Director, Innovations Product Management
4 min read

When people hear the term “artificial intelligence” or AI, it can prompt all sorts of images – from machines that appear to think and act for themselves to people being replaced as obsolete – but here at Rimini Street, AI is used to maintain and enhance the human experience not replace it.  

As a company obsessed with delivering extraordinary service, we are hyper-focused on client success, ensuring best speed, quality and personalization of experiences for the many organizations we are proud to serve. So back in 2018, long before “AI” and “machine learning” became ubiquitous (and years before ChatGPT), the company began to invest in AI support tools and people resources to bring concepts to reality.  

Our dedicated support performance team is charged with finding ways to continually get the next 5% improvement in our service metrics. This team is also responsible for the launch of our innovative AI support apps that now supercharge our engineers, helping them do what they love even more efficiently.  

As Craig Mackereth, EVP of Global Support Delivery at Rimini Street, puts it, “Our AI apps give my leaders and engineers super-human abilities.” 

Enhancing the client experience

Rimini Street has now activated three robust AI and ML applications – Case Assignment Advisor, C-Signal and Case Assistant. These proprietary tools have led to substantial enhancements in the client experience, including: 

  • 23% improvement in case resolution time 
  • 29% reduction in cases that develop urgency 
  • Facilitating a “shift left” approach so clients get the most qualified support engineer as quickly as possible 
  • Improved case update communications with clients 
  • Lowered system and business risk 

The list of benefits for our clients extends beyond these highlights, adding exceptional value to their IT team as operations become more efficient and overhead costs associated with support continues to become more optimized.  

Faster, accurate support = more time for the team to focus on higher priority, strategic projects.  

The AI Support applications

Take a closer look at our AI apps to see how they help to make our engineers more effective. 

Case Assignment Advisor: This patented application helps match the best engineer to a client case by analyzing over 35 vectors and indicators, including case, client and engineer information. It considers factors such as level of urgency, the client’s preferred language and time zones, and even less obvious matches including the engineer’s citizenship if required to access client’s systems in specific industries and countries.  

The AI algorithm creates a prioritized list of engineers that can be assigned to the case. A manager can then see the relevant rankings and choose the best engineer. What used to take managers about 20 minutes to perform a fraction of this analysis, Case Assignment Advisor can complete in just over 3 seconds.  

Value to clients: The app’s blazing fast analysis means clients can get the best engineer working on their issue – faster.  

C-Signal: This app is based on the philosophy that “an ounce of prevention is worth a pound of cure.” It analyzes client, contact and case information to alert engineers and managers of open cases where something may be out of the ordinary and might need additional attention or resources, or alert managers to extraordinary employee performance.  

By utilizing anomaly detection and natural language processing (NLP), it can process both structured data (e.g., average case life) and unstructured data (ex: sentiments in written conversations with clients). The app then points out any red flags before they become a problem, proactively escalating a case. 

Value to clients: The app lowers risks by anticipating potential issues and recommending actions to accelerate a resolution – or to prevent issues altogether.  

Case Assistant: Our engineers love this app, as it really maximizes brain power. It helps them identify similar cases to the ones they’re dealing with, the root causes for past issues and what resolutions were used to solve those issues. It also provides a list of engineers who have worked on similar cases to foster collaboration. Just picture it: All those brilliant minds, with all those resources, working together to solve an issue (talk about a superpower!).  

Value to clients: By pooling resources, insights and experience, this app can greatly accelerate case resolution success. 

And thanks to the machine learning and other continuous modifications made by my team, these apps are getting “smarter” over time, improving and adjusting to the data and providing better results.  

Recognition and awards  

Our global team of more than 1,200 engineers and service delivery professionals resolves over 30,000 cases per year and delivers over 60,000 tax, legal and regulatory updates. When you’re dealing with such substantive numbers, it’s imperative to look for efficiencies. At Rimini Street, we choose to use AI as a tool to improve the expert-to-client relationship from start to finish instead of simply stuffing AI between our engineers and clients. 

Did we succeed in that endeavor? I like to think so, and a client satisfaction rating of 4.9 out of 5 based on thousands of case survey responses suggests that we’re on the right track. 

And it’s not just clients who appreciate our efforts—we’ve also been recognized by the Stevie® Awards, considered by many as “the Oscars of the business world.” We were awarded for Technical Innovations in Customer Service in 2019, 2020, 2021 and 2022.  

Forward-thinking and always improving

AI is a fast-changing sector and while many are just beginning their journey into this world, we are happy to have had the foresight to identify the challenges we wanted to solve. By targeting specific business needs and trying to apply AI everywhere, this method allowed us stay focused, make mistakes, learn from them and improve.  

At Rimini Street, we are proud of what we’ve accomplished with these apps. As powerful as these tools are there’s an even bigger aspect to consider: As a company, we don’t just follow trends – we’re always looking ahead. The fact that we invested a whole team to develop these tools so early is a testament to Rimini Street’s dedication to providing world-class, human-first support for our clients, and that we’ll never stop learning, growing and looking for ways to improve that service.  

Learn more about our AI support applications, and how our services can deliver extraordinary results for you. 

Elissa Klotz

Director, Innovations Product Management