Rimini Street Speeds Software Issue Resolution by 23% with New Artificial Intelligence Applications

Rimini Street, Inc. (Nasdaq: RMNI), 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.

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Rimini Street Speeds Software Issue Resolution by 23% with New Artificial Intelligence Applications (Graphic: Business Wire)

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 delivery.