Hello, everyone, and welcome to today's webinar, Scale Your Support Organization Using AI, A RingCentral Case Study, brought to you by Technology Services Industry Association and sponsored by Coveo. My name is Vanessa Lucero, and I'll be your moderator for today. Before we get started, I'd like to go over a few housekeeping items. Today's webinar will be recorded. A link to the recording of today's presentation will be sent to you within twenty four hours via email. Audio will be delivered via streaming. All attendees will be in a listen only mode. Your webinar controls, including volume, are found below the presenter headshot window. We encourage your comments and questions. If you think of a question for the presenters at any point, please submit your question in the bottom left hand corner in the ask a question box and we will open it up for a verbal Q and A portion at the end of today's session. Lastly, feel free to enlarge the slides to full screen at any time by selecting the full screen button, which will appear in the top right corner of the slide player. I would now like to introduce our presenters today, John Ragsdale, distinguished Vice President of Technology Research for TSIA, Juanita Oblin, Senior Product Marketing Manager for Cabello, and Jeff Harling, Senior Director of Global Self-service for RingCentral. As with all of our TSIA webinars, we do have a lot of exciting content to cover in the next forty five minutes. So let's jump right in and get started. John, over to you. Thank you, Vanessa. Hello, everyone, and welcome to today's webinar. I'm very excited about our event today. Knowledge management and self-service has been a very hot topic and something I've spent a lot of time on for the fourteen years that I've been with TSIA. And if you look back over all of the Barca awards and conference presentations around this topic, there are a few names within our member community who emerge as recognized experts. One of those is Brad Smith. Another is Dave Hare. And the third name always on that list is one of our guest speakers today, Jeff Harling. So very excited to have Jeff here today. He has, worked for a couple of different, tech companies as TSI members. He has authored some winning star award applications. He's been a frequent, presenter at our conferences, and he even coauthored a report with me once upon a time. We should probably do that again soon, Jeff. So, I'm very excited that we're hearing what RingCentral is up to. Back in twenty sixteen, I was able to do a self a self-service assessment project with RingCentral. They knew they had some opportunities for self-service, and they wanted to get sort of a third party view, before they, started a lot of investment and overhaul to people, process, and technology. And some of the challenges that they were having at that time is they were building a pretty good self-service site, but they had really low adoption. So they needed to not only improve the site, but also improve the marketing of that site to make it more, visible and apparent to customers. They had introduced the concept of unified search, but it was still limited, meaning that not all, content repositories were being indexed. And they had a lot of opportunities for AI and machine learning, and that seems to be very core to RingCentral, something that they, consider a core competency. And, obviously, since that time, there's been a lot of very interesting things happening, in the realm of knowledge management and self-service and intelligent search around, AI machine learning. So we're gonna get updates, from Jeff on RingCentral, and they've definitely, addressed these challenges. And I just wanted to give you a couple of things, to think about as you're listening to the case study today, going through, Jeff's content, and Juanita's content. There were a number of themes that were very apparent to me, things that we at TSIA talk about quite a bit. The first is that you've got to start with the customer experience strategy. And I know you've all seen this diagram many, many times. But self-service and omnichannel investments need to be part of an overall customer experience strategy, not just added here and there, throw in a new channel, throw in some new capabilities. It all needs to be part of a strategy, and I think you're gonna hear some good things about that today. I also wanted to mention, we just completed the twenty twenty channel preference study. The report with the findings is in editing right now. It will be published, if not by the end of the month, which I guess is coming up really fast, at least, within the next week. That report will be on our website. And one of the findings is that, self-service is incredibly popular, and we occasionally hear people think that self-service is only for millennials or it's only for North America or it's only for Asia. But the data that we have, shows that the propensity for self-service, and I've got data here, as a preferred or occasionally used channel, is incredibly high across all demographics, age demographics, territory region, demographics. So this is absolutely a channel that your customers care about care about, and it's worth investing in. Another thing that I was impressed in today's content is, I've been talking a lot over the last year about, these three themes, persistent, personalized, and intelligent, which I think is really embodying what the future of support is. And there are absolutely elements of all three of these in the case study today. So definitely pay attention to that. One other thing that's really interesting on the subject of persistent conversations is that the younger customers are leveraging more channels than than ever before. And this chart shows that, when we asked the baby boomers to rate twenty different, support channels, they only picked two as their preferred channel. And as we get down to millennials, they had nine preferred channels. Gen z preferred thirteen of the twenty possible channels. So that tells you that younger customers are interacting with you in every channel that you offer. And so this concept of a persistent conversation becomes increasingly important. So if they chat with you today, they call you tomorrow, you need to make sure that you've got access to that chat transcript so you know exactly where they are in their life cycle, and and around this particular conversation. And the final thing I wanted to mention is the importance of creating an analytics strategy. And we typically see that every business unit is off building dashboards and off, investing in analytics. And that is a problem because you end up with a lot of overlapping and conflicting, dashboards. And it's important that you have an overall strategy for where where are the holes in your knowledge today, how do you want to plug that with data and analysis. And another, best practice that I think we're gonna really hear today is leveraging, out of box analytics from your existing vendors. And unless you're a company like IBM and have, you know, an AI engine as a product that you sell and you have expertise on, the companies that we're seeing doing the most with analytics today are looking to their existing vendors who are increasingly offering very sophisticated embedded analytics in their products. And those are very out of box. You don't have to have a team of data scientists in order to use them. And those are the companies that we're seeing, really getting value fast and doing some pacesetter pacesetter capabilities. So with that, I would like to turn things over, to our first guest speaker today is, Juanita Olguin, is the senior product marketing manager for Kaveo. Juanita, take it away. Thank you, Don. And hello, everyone. Really excited to be here today. I just have a couple of slides to share with you. And before, we turn the call over to Jeff, I wanted to just frame, the discussion and give you some sort of key takeaways as you follow along. So we were really excited to, have Jeff speak with us, today, and he has a really, really great presentation that's really a journey, for his self-service practice and capability at RingCentral. And so when we took a look at that, we thought there were sort of three key areas that other companies could, learn from and, listen in on. And so as we go through, the three areas you should, pay attention to are key signals that it's time for a change, and what those signals are. The second one is that there are absolutely prerequisites, for going down an AI implementation journey. And the third is there are key metrics in in a more holistic way that you can think about how to look at metrics, that you'll you'll hear a little bit more from, from Jeff. And and everything that that Jeff will cover, really is to help provide kind of scalability to the overall support organization. I'll now move into just sharing a little bit more about Coveo and what we do and where we help. So, hopefully, what you see on the screen looks a little familiar. I think many companies know that there are several websites and applications that have to be managed and that are used by different people. So customers are starting off by googling for information, and then they're going on a journey into company, websites. And then this turns into interactions with support staff and contact centers as employees try to resolve any questions coming in from end customers. Where Coveo comes in to help is that we start off by helping to unify data that exists across the enterprise, and we're bringing that data, and enriching it. And we're bringing the data into key line of business applications so that your key stakeholders, such as employees, don't have to leave the key system that you they're used to working with. In addition to unifying and enriching the data, we also start to apply AI and machine learning so that your content becomes intelligent and that you start to be able to build personalization through content recommendations. And underpinning all of that are powerful insights. So as your customer is going through an online journey, they're able your employees are able to see all of the insights end to end. And we're able to do this by by leveraging our one hundred percent cloud SaaS based platform. And we do have native integration to to leading service applications that many of you may know, Salesforce and ServiceNow. But, again, we are a platform, and so we're able to work with any key line of business application that you have and bring the power of our platform into that business application, so that, your experiences for your key stakeholders are seamless. And now I'm gonna pass it over to Jeff who's gonna talk about how he's able to deliver world class intelligent customer service experiences at RingCentral. So, Jeff, over to you. Thanks, Juanita. This is Jeff Harling. I appreciate the opportunity to speak to you guys. As John mentioned earlier, I've had some previous presentations at TSW, and I may have met some of you previously. So, I'm really looking forward to expanding the conversation here today. So, I'm going to try to live up to John and Juanita's great words here about me. So, let's tell you guys a little bit about me. So, first off, draw your attention to the bottom. There's a couple of companies that I've been part of the customer experience program for, and they're in a particular order. And so, I'll just leave that with you for a moment. We'll talk about why they're ordered left to right. I'll give you a hint. It's not the order in which I worked for those companies. So a little bit about myself, about twenty years implementing web user experiences. I've touched all the aspects of omnichannel delivery, both internally and externally within contact centers, really reaching out to customers across many different fronts. As John mentioned earlier, there's a number of channels as we evolve into expanding our offerings and capabilities and the ability to reach out to different customers. That list on the left is continuing to grow for me as we think about different social channels and various omni experiences that must be consistent with one another and allow the customer to really cross talk between them. On the right hand side, a couple of points of recognition. I definitely have a lot of experience in knowledge management in the KCS space. I've been around with TSW for almost a decade, and I am definitely I think you're going to hear maybe once or twice a little bit of sarcasm, but that's okay. So, for those companies across the bottom, I have worked for each and every one of those. And the particular order that they're in from left to right, which I think is relevant for what I'm going to talk about today is, it's least desirable customer experience to most desirable. And I think that's interesting for this conversation because I think I bring with this conversation a spectrum of understanding of seeing some really bad customer experiences and seeing some really great customer experiences, understanding what needs to be fixed, what potentially can be done, right? So, let's talk a little bit about RingCentral. We just crossed over the one billion dollars mark in annualized revenue, so we're pretty excited about our four hundred thousand customers that we have today, a really high growth rate. But for the support structure, as you can imagine, thirty percent year over year growth rate, we have a rapidly expanding support environment for our customers. So, are we growing the company as well as growing our support model? Can we grow at the same rate as the company? Those are some of the things we're going to talk a little bit about today. So, coming to RingCentral about two years ago, there were a couple of signals. As John mentioned earlier, they they had done a previous analysis of the self-service model. And generally speaking, the self-service program at RingCentral was not largely mature at that time. So, we were just beginning to evolve as a company that had IPOed in twenty twelve, starting to grow into our space, had hundreds of employees growing into now thousands of employees and from hundreds of customers up to hundreds of thousands of customers. Thirty percent plus year over year over the last three years sustained has been a challenge for us, especially because we've been mostly revenue focused. We've been really, as a company, focusing on our bottom line growth for those years. And there has not been given as much credence to what happens after the sale, what happens with those customers in a post sale model, how are we keeping them loyal to us, how are we maintaining them as RingCentral customers for the long term and avoiding churn, etcetera? But this is a space that has been evolving for us, and we've really begun to besides think about what it takes to maintain a customer, what is the evolving nature of the generational gaps of our customers today, and how are we also addressing as we move Barca. So, there's really a couple of dimensions that are hitting us all at once, right, evolving with generations. And then, how do we build a company that is not just focused on supporting mom and pop shops, small and medium businesses, but also how do we support some of the Fortune one hundred, five hundred companies on the block that are now coming to RingCentral as customers? So, looking back, what was missing for us was really a high degree of focus on self-service. While there were all the aspects or many of the aspects of self-service that exist, they weren't necessarily aligned in a coordinated effort for us. So, when I joined the company two years ago, began to kind of pull those folks together under a single umbrella to think about self-service as a strategy for this company, as a major strategy for this company. Began to look internally at what our support model looked like. We had a very high touch rate via phone. You think about RingCentral as a UCaaS provider, everything we do is on the web. We Barca, we sell, We support we provide our product on the web. But if you needed support, eight out of ten times you were reaching out to us via phone call. And that is an inverse model for a company such as ours and definitely in our competitive space. So, how could we then look at various aspects of self-service to begin to drive us drive that high touch model into something more akin to an omnichannel diverse model? A couple of key points that we also really noticed early on was we didn't have a great search engine optimization practice. We did not present ourselves well even in a Google search. We didn't have great content. The content was there. It was good, but we really needed to begin to mature and bring elevator game on the Kilometers space. So, the impact our customers we were not getting customers the solutions they needed. Sometimes, they would access content via the web. They would call us immediately. The time to resolution was very, very long. Our customers frankly were frustrated. And many of the conversations that they had with us were starting with, I tried to find this on the web. I tried to find this via your website, but now I'm calling you, right? And so, certainly a big indicator that we are now turning the corner and RingCentral as a company is now needing to provide some additional solutions. So, now what happened? So, I joined the RingCentral team about two years ago. The first thing we do is we do an analysis. And the assessment of this particular situation had to be very candid. And I would say if you're just emerging or just really new to the self-service strategy, you may or may not have done this already. But I think what was most importantly learned here was that we had to be incredibly candid with ourselves. We had to assess what we had today and even within our senior leadership understand exactly where we were failing. And we had to pull no punches on this, right? Being realistic across things that we're limited on, our ability to serve up via mobile, our ability to learn from ourselves using any kind of AI or bot capability, having filling content, etcetera. So, all of these things were presented to our senior leadership. And this is a legit scorecard that I used for for those folks, which was quite eye opening, frankly, that we ourselves would look internally and present to ourselves that we are indeed failing. Sometimes that's a hard conversation for folks to have, but I I gotta say, it it it definitely changed the conversation immediately, once we knew exactly where we were. And there was no doubt within our senior leadership, the challenges, where the gap areas were. So I've assessed the situation. I've shared this with leadership. I've gotten their attention. And now, you know, coming Barca, circling back with what is the solution or what is the vision that we want? With self-service, besides just the obvious, creating a digital support entry point, we also have to look at very specific things around segmenting our user base and understanding how can we personalize self-service such that we can tailor that experience for our customers. Every customer is not looking for a one size fits all solution in the digital space. We're serving SMB and we're serving enterprise customers. They have different needs. So, we had to be very insightful in understanding, having the ability to have a data layer underneath that, to understand who is coming into our website, how are they being served differently, how are we maybe successfully serving them internally, and then take that intelligence and parlay it into enhancing the self-service experience? Certainly, omnichannel is a point that we had to focus on as well because just providing phone capability and some minimal chat capability was not going to be enough for us to stand with our competitors in the long on the long term. So, we had to think about how do we expand to those eight, nine, thirteen channels that John mentioned earlier. We, as a company, had to begin to mature into those spaces and think about how we could expand, provide the same level of consistent service across many different channels, more so than just phone and chat. And then, being predictive predictability for the customers for us was paramount to our success because we already knew that our customers were coming in and asking us the same ten questions at a high rate on a daily basis. We had to begin to be predictive and understanding when customers came to us that there was a very high statistical chance that they were going to ask us one of those ten questions. And so, presenting that, pushing that information up to the top, whether it was on a website, via bot chat capability, or even to our internal agents so that they were ready to answer those questions when the question got to them. So, self-service, many faceted, but as you see, though, most of these are soft skill oriented solutions for our customers. The words that the customers would use for us if they said this is how I'd build a self-service model. So, then third, once we had assessed the situation, defined our strategy, third for us is really securing leadership support. And we had gotten within the first step there, we've clearly gotten our leaders support. We'd gotten their attention. They were perked up and aware of what it was we were trying to do. They now understood the vision. Then it was a matter of telling the story in such a way that those leaders would get on board with us and fund and resource this effort. But we couldn't just tell the story in the terms of the customers. We had to use senior leadership Barca, sure. We had to represent quantified business impact with targets of revenue and cost reduction, the ability to, for instance, move high cost phone calls to lower cost chat and social interactions. All of those had to be part of the conversation. It had to be a very I want to say very specific around what the ROI was for this self-service effort. That is really what I think that self-service recognized amongst the senior leadership as an important aspect of our RingCentral strategy, right? If we were going to continue to grow at a thirty percent rate year over year, how could we then maintain that customer base over the long term and continue the growth model. It was all about creating a post sale experience that was optimized for those customers that made them happy, made them loyal users and made them stay with us. Fourth step in this process, you heard it mentioned earlier, analytics. Analytics is key for us. But but most of us might, you know, initially walk up and suggest, you know, that we're gonna look at things like FCR. We're gonna look at handle time. We're gonna look at what the metrics that make it quicker bounce rate, etcetera, on our website. But we looked at a model that was slightly different than that. We did use simple metrics such as time to resolution and FCR and so forth, but our analytic strategy is slightly modified from that. Every single one of our metrics had to be two dimensional. There had to be some comparison of how we were doing as a company and how self-service was influencing potentially or benefiting or not benefiting from that. How was our volume in self-service versus the cost to support those customers across the business. So, we began to build a model of artificial intelligence, such that we could now begin to baseline our own self-service traffic and volume and usage and compare that against the, corresponding contact center on support usage. Right? So those two metrics match together really is what what we've begun to start to surface now in our dashboards. I must say these are not the actual numbers. We'll talk a little bit about some of our our actual successful numbers, here later on. So, the key takeaway for this one is that the analytics strategy, it must be multidimensional. It has to be. We cannot you cannot look at just a single dimension traditional metrics, AHT, etcetera. We had to look at multiple. And then the fifth step in this process, which is start kicking some ass, start doing things, make this happen. So we then had the support of our leadership. We had resources. We had a baseline tracking for all of the current measures. We knew where we wanted to go and our leaders were standing behind us and helping us to get there. So, what did we need to look at first? So, now we've got the support. What do we begin to build on first? You will hear me talk through this presentation really about what are the foundational aspects of what is going to build your self-service model, what is going to ultimately define and help to evolve that self-service model longer term. And there are really some key things. Certainly, everything you see around this, Daisy, is important for self-service, how we interact with folks via social, what the web experience is, whether it be mobile or a website, the tools that we use to get to a customer from get information from a customer, etcetera. But there were two key things that we learned, again, from a lot of experience, a lot of, you know, trial and error in the past. But coming into this business, the two things that we learned were the most important for us to build to pour the foundation to prepare ourselves for the AI journey that was ahead of ourselves was our search engine and our knowledge and content. And those two had to be right first for all the other things around the rest of the horn here to be developed, well. So, we began immediately to start to build against those. So, of course, we know that searching is hard, right? To steal a slide from J. B. Wood, we know that customers come to us for a reason. There's a reason that customers seek out self-service. It is to get a solution. They have an answer. They have a query. They have a question. They have an unknown. They need an answer for that. And if we are if we do not connect great content with their query, the it's self-service fails. It fails every time. And it doesn't matter whether we have a great AI or a bot tool. It's going to fail if if search is not done well for us. Okay. So the first thing we did was implement this search strategy. We partnered with Coveo very early on. We explained to them all of the needs. We'd had an old, archaic Google search appliance that was frankly failing our customers and not working well to get them connected. Even if we did have the content, the customers were not able to find that content very easily. So, of course, with that, it ultimately ended up in a lot of pain, a lot of additional calls to our contact center. But getting to the SEO practice, required us to do a couple of key things. First off, we had to understand all of the content we had. We had to understand who was it that we were trying to communicate. We didn't just communicate externally to our customers. We also had to create a consistent experience for our agents such that whether you called us or you came to the website, you're getting the same consistent answer, right? Whether an agent, a Tier one agent delivers that to you or you find it on the web via Google search. The answer should be consistent or the customer immediately begins to question. I mentioned earlier, we based on our metrics because we had to know whether we were driving towards success or whether we had started where in the how deeply in the dirt we had started, so that such that we could later on demonstrate proof. And I'll show you some of that proof here in just a little bit. And then we had to implement the search engine universally. One thing that I have seen at many different companies and I continue to see is that your search experience, if you come to the marketing or the corporate website, is much different than when you, flip over to the support website, in that experience. And that can certainly be a problem for you. Coveo actually allowed us to serve up unique but similar search experiences across all of our ringcentral dot com domain, the entire web experience. And that was very helpful for us because it didn't matter where the customer's entry point was. Frankly, they didn't care if they were looking at a marketing page or a page dedicated to our channel partners or a page dedicated towards support. They just knew that they needed a particular solution, and they needed to be able to access it from anywhere. So, universal search was certainly key for us. And then I think most importantly in all of this was that search is not a once and done operation. We have dedicated a full time SEO resource to this effort and all day, every day, his job, we'll talk about a little more, is to come in and evaluate how successful our search is, right, and really tune it to create a better experience. So that is a, also a common, bad practice if you don't have a dedicated resource with this. So what does that give you? So you you do SEO. Yeah. So what? Right? What what do you have to What do you have to do within SEO to really make it successful? So addressing every audience. As I mentioned earlier on, understanding all your audiences, internal and external. That's key. You are not building a search for your users if you don't understand who the users are. Secondly, leveraging machine learning. Coveo itself has a great AI capability that learns from itself such that even when customers misspell things, the more that they click on specific articles, Coveo is already learning to associate certain keywords with certain content, even if the two are not congruent. So, machine learning has been a great resource for us as well. And then, lastly, tuning the content tuning the content, tuning the content. The world's best search engine married with the world's best search engine optimization program means nothing if you have bad content. So, we also, simultaneous to our SEO effort, also had to kick off a content effort to build amazing content. And what I mean by that is that the content itself had to be very consistently built. It had to be very consistently structured. We had created a practice, where the content we were building content, moving it through a, an SEO optimization tool, evaluating that SEO output. If the content was not one hundred percent perfect, we were retuning the content until it got to that level of perfection. Once we reached the level of perfection such that our titles were great, the structure that we were using, the keyword density layout, tags, even the text that we put on the images, the site maps that were built, all of those had to be perfect for SEO to get that search or that content to the top of the search results each time every time. That was this was a an iterative effort that took us a couple of months to complete, and it required some very, heads down diligence by a couple of individuals to to, again, take our content out, put it into an SEO evaluation tool. We were using Quake at the time. If you happen to have not used that before, I highly recommend it. And Quake then gave us an output that says your content is seventy percent, your content is eighty percent, your content is ninety nine percent. And at some point, we reached the threshold. We said, you know what, this is great. We're getting our our search results are showing up at the top of the Google results or at the top of the Coveo results every time regardless of what the customer searches on it. They misspell a word, etcetera, use jargon, acronyms, synonyms. It doesn't matter. It's getting right where we need it to be. And and we then call that the the golden article, the golden template for how all of the rest of our content in our knowledge base would be structured. So, we began to build beautiful content. We began to build content that was rich, multimedia rich, dynamic, tag rich, was included a bevy of related content such that whether the customer even if they were searching for one very specific article, we were leading them to continue to maintain their presence within the self-service space such that they were clicking on other content to say, not only is this content good, but I'm going to click and continue into other self-service content because this site has it all. And our customers loved it. We have had great accolades, I think, coming from our customers back to say, you know what? Look, I love the fact that you have designed your content in such a way that at the top of your, articles, you are included in a quick, thirty to ninety second video that explains to me exactly how, in this case, to log in to a RingCentral account. But you know what? If I'm not the kind of person that likes to see something on video, as a walk through, I I can immediately below that I can see the five steps it takes for me to complete this step. So whether you're a, an individual that likes to follow-up steps or likes to see it done, demonstrated by someone else, we've got both of those. That that has become very powerful for us. So, where you can integrate multimedia content, I highly recommend, you do that. And then, as I mentioned earlier, making that search universal. Right? How do we how do we, get access to this content, if if if it is not easily, findable, if the search is not easily found? We had a search engine that was buried, frankly, within our website, and we've now moved at the top center. It is frankly a standard for support sites. If you're not already doing this, I suggest you you consider. The first thing the number one thing that our customers come to our website and do today is they click into that search box right there, and they're on their way in most cases. Not only did we make that available, but we also unified that search and made it available across every single one of our websites, whether it's our marketing site here on the left, it's our support site in the middle, it's our product on the right. Directly inside of the product now, we now have a search capability that is embedded in our chat, and that chat is inclusive of a bot and AI mechanism that can track and assess everything that the customer is asking. So, that experience that I'm showing here on the right, I'll expand on that a little more. But that the customers frankly on the right never have to leave our product to get every single question that they may have answered. And so that also was a big win. We went from zero percent of our traffic coming through that through the product interface to about one third of our total traffic now sits directly in the product. So, we know the customers are using this to great degree. So, we then integrated Coveo based on the success of everything we've done so far with building a great SEO platform and a wonderful group content. We're now ready to kick off an AI effort. We're now ready to integrate a bot and AI capability, which we use Google Dialogflow Barca, and we're also marrying that up with the Coveo search engine such that inside the chat, the customer can find any of that great content, whether they want the bot to walk them through the process or they want to leverage a search capability. It's all embedded directly in that. And the AI layer within that Google Dialogflow bot is now learning and reevaluating every single experience the customers come in for. So anywhere, anything they need to search, it's all found in one place across all our websites and even inside our product and we're rolling up the same experience within our mobile app here in the middle of March. So, what are our key metrics for Measible ROI? Let's talk a little bit about success. As I mentioned earlier, so we've kind of gone through this timeline here over the last 24ish months. We started out with the self-service program really kicking off, beginning to pull, consolidate all of the self-service aspects, our community team, our SEO practice, etcetera, all of those into one place. We leveraged the Coveo began to leverage the Coveo tool very, very quickly, integrated into as many different places as we could, start to stand up an AI and SEO practice that would now be universal across all of the digital experiences for RingCentral, and then deliver a new support experience starting in November twenty eighteen. Once that was done, we have recently integrated all those capabilities into our chatbot. That has kicked off as a pilot most recently, but you can go frankly, you can come to support. Ringcentral dot com today and experience it for yourself. So, great success. However, the thing that I mentioned earlier, the baseline of our metrics was key for us because guess what? Now we can demonstrate the fact that we have come from not great site search usage to just completely explode in this space, over three hundred percent growth in the use of our site search. Phenomenal, phenomenal growth in this space. In addition to that, how are we seeing what kind of impacts have we seen even outside? So, I mentioned a lot about SEO and like what we're doing for instance to tune Coveo, but tuning all of that content has far reaching implications way outside of our own environment. The fact that our customers can, access our content, through using Siri or just a simple Google search. They may not even need to experience our our website. Google search impressions up three hundred percent. Hang on to this one for a minute because I'm gonna show you an example of this. I think, you you guys are gonna be pretty excited about. What does that do to us internally though? We now are creating these amazing, digital and bot driven experiences, with the new chat tool, AI embedded in it, our support chat volume has increased over one hundred percent in the last twelve months. And that has been attributed to the great degree of success that our customers find in getting the solution that they're looking for directly inside that, that chatbot component. And then lastly, and certainly internally, we're beginning to see our support component volume to increase decrease, in a pretty dramatic fashion. So folks are moving to that low cost alternative, which is chat. They're calling us less, they're chatting with us more. But of the two, the customers will tell us and historically, any of you that have been part of these conversations at TSIA or TSW, you know that chat is a preferred method for customers to communicate. No longer do they want to sit on the phone or find it figure, navigate their way through an IVR to get to the right agent and then sit on hold or sit on a phone call. They want to multitask in meetings. They want the ability to be able to chat with us directly, and get the support when they can't find the content that they need. So certainly, we we can peel off, some of their questions with now with the bot and AI capability. So, let's talk a little bit about those Google search impressions we mentioned a moment ago. In tuning all the content and creating an SEO optimized information, available to our customers, not only did we reinforce the capability of our tools, reinforce the power and strength of our bot and AI platform, but also even outside of our ecosystem. It's a simple search for how to address one of the most basic of questions for RingCentral. If you look on the left hand side here, you can see this is the search results page, from about a year ago, right, a little over a year ago. Notice that not only is there our competitors, Avaya, sitting at the top of that list, there's also a lot of other folks, frankly, some noise in this if I'm searching for something as simple as how do I reset my password for my RingCentral account. In tuning the content, in working through that effort of SEO optimization of content, we have done a couple of things here. Today, when you search for the same information, these are the results that you get in Google. That box up at the top that has the small bar around it, where it has change your password and the seven steps to do that within RingCentral, that's called position zero in Google. That is gold for any SEO expert in the system in the industry. If you can get your content into position zero, most of the time you are doing great. The customers don't, frankly, even need to get to your website to find this answer or to follow the steps to get to their solution. They can find it in Google, and then they can go away. It's as simple as that. Not only that, we're providing multimedia, results as well. So you want a quick video? You you want you want, direct access to that to the article if you want if you just simply wanna read the article, outright? We we've got all of that. It's all here. And this is the power of, again, a a fantastic SEO process, supported by wonderfully built and structured content. So where have we come from and what success what does success look like for us? So you think about the self-service experience for our customers. Back in the day, for every ten RingCentral customers, we moved from three visits a month to ten. For every ten visits to the site, we there were fewer than two searches. Now we're up to ten searches. You could see the number of articles that they viewed fewer. We more than doubled that. And they're actually answering more questions and even creating fewer web cases, which you might suggest is less than what we would want. But if they're answering the questions and not having to create a web case that then requires a callback or some kind of email interaction, then that's gold for us as well. So, where are we going from here? So, really, building out our Google Dialogflow bot integration, expanding or exploding the AI capability that we have built within this bot. It's starting now to learn. We've got several months under our belt with the Google Dialogflow. The AI capabilities that Google is providing us is starting to self learn, self teach. It began back in September for us. We were daily coming in, running reports, what intents, what workflows within the bot were working, what intents, what workflows were not working, and we were tuning and teaching that AI component. But in the last sixty to ninety days, that AI started to take off. It started to learn, from itself. It has it is leveraging the great, SEO and the great especially the great tuned well tuned and structured content to be able to support our customers and get them the right answer even more. Such that we have seen for every hundred people that come into the chat, there's about fifty plus that are that are not getting to a live agent. All of that may not be specific to deflection, but we do know that the jury is still out on this, but we do know that there are far fewer number of people Barca coming through the chat, than are launching it to get to our live agents. We've also now made that bot capability available everywhere, all of the RingCentral websites. It doesn't matter where you come. It's the same capability. Ask us anything. And then what are we also doing? I mentioned earlier that we have integrated greatly with Coveo. We have looked at what Coveo can do for us within the chatbot. We have made it available within our product. We've made it available on the external support and communities. The one missing link for us right now that we're working on is how do we make the same experience create the same amazing experience for our internal agents. I mentioned to you early on that consistency is really key. If the agents can't answer the same questions, the customers excuse me, the questions the customers are asking on the web in the same manner, if they cannot give them the same solutions or get them to the same correct consistent solution, then we have not delivered on that consistent experience. And so we're looking at a Coveo integration with Salesforce right now that will allow us to take all of the greatness that we talked about and the delivery of content, leveraging of the bot and AI capabilities and put that directly in front of our frontline users, and overlay that with the KCS process such that there are no there is no knowledge that is left unlearned by us. Every time the customer queries or comes to us directly, whether it be a chat, social, text SMS, phone call, it doesn't matter. We are capturing their query, their customer context. We are either providing them with an answer or we are learning from the answer that was ultimately delivered to them through KCS and through bot and AI. As you can imagine, self-service, it's a lot bigger than just what we talked about here today. So what are we doing in the rest of our support transformation? We have a lot of other there's is maybe five more webinars that we can invite you to, to talk about the rest of our self-service journey, because it's big. We're doing a lot with mobile, whereas I mentioned we're making that bot and AI capability available via our mobile application here within the coming weeks. We continue to evolve our content kicking off KCS as a primary effort and initiative within our contact center. And that's our global contact center around the world, whether it's in London, the United States, in Asia, etcetera. We are blowing up KCS all over the place and ensuring that we are capturing every question that every customer is asking us and at some point even localizing that content to ensure that we can capture it in as many languages as possible. Expanding our social media, efforts such that you can access us via any social entry point, Twitter, Facebook, it doesn't matter. Instagram, will at some point maybe even Snapchat, who knows. Delivering a web user experience that is second to none and also analytics, continuing to expand the stepchild of all efforts, which is reporting and analytics. We're getting really good at this, as you saw some of our success metrics already. Now, we're beginning to turn the corner such that we can take those metrics and start to tailor and personalize really step up personalization of our users' experience, so that we can be more predictive, as I mentioned in our earlier vision. So, takeaways. What are the takeaways and lessons learned that we have? Never underestimate power content. It is it is the foundation. The one thing that all others will build from it doesn't matter if you're thinking about AI or not. Everything centers around the success and the the, capability of that content. How it's built, how it's structured, how easy it is defined. It has to be accessible everywhere. And really being candid in your assessments is is something that I would say that was maybe the very first lesson I learned coming in. Eye opening to leadership, can make you one a little nervous and being candid with delivering a report card that might suggest that you're doing that the company is doing something less good than it should. But frankly, it was the conversation starter that got us to the strategy that we have today and the success frankly that we have today. So lesson learned for us. We started with content. I can't say that enough. We empowered the dedicated resources for SEO and for bot tuning. That individual is full time all day, every day, and in fact, even expand sometimes beyond just one individual to have two or three additional support folks to help in ensuring that the SEO and the bot experience is tuned for us on a daily basis. It is a worthy investment. I can't underline that one enough. Get loud and push you with your strategy. You gotta you gotta speak the the senior leadership language and and frankly, get yourself out there. You cannot sit on your hands and expect them to come to you. You you must, as a self-service leader, help them to understand what it is to deliver a predictive, omnichannel, cohesive experience around self-service and digital support. And certainly, one that we have not discussed, but as you can imagine, plenty of mistakes have been made before, during, and after this process. You must be incredibly thin skinned and fail fast, recover, move forward as quickly as you can through this. So with that, I turn it back to Juanita and John. I'm gonna go ahead and jump right in here, Jeff. Thank you so much for your presentation. Unfortunately, we have run out of time for the live Q and A. However, if you would like to submit a question, please enter it in the ask a question box on the bottom left corner of the webinar player, and we will make sure to follow-up with everybody personally. Since we have come to the conclusion of today's live webinar, I now just have a quick a couple of quick reminders before we sign off for today. There will be an exit survey at the end of today's live webinar. Please take a few minutes to provide your feedback on the content and your experience by filling out that brief survey, and a link to the recorded version of today's webinar will be sent out within the next twenty four hours. I'd now like to take this time to thank our presenters, John, Juanita, and Jeff, for delivering an outstanding session. And thank you to everyone for taking the time out of your busy schedules to join us for today's live webinar, Scale Your Support Organization Using AI, A RingCentral Case Study, brought to you by Technology Services Industry Association and sponsored by Coveo. We look forward to seeing you at our next TSIA web TSIA webinar. Take care, everyone.