How the Detroit Pistons score a Customer Experience advantage with AI and data
The NBA is all about moving quickly to gain a game-winning advantage. While on-court performance holds the key to victory, Paul Rapier, VP of Information Technology at the Detroit Pistons, recognizes that data plays a crucial supporting role in long-term competitive success.
To this end, the Pistons are using the RingCentral communications platform and an associated AI-enabled transformation to produce new operational efficiencies and fresh customer experiences. Last season, the team reached the NBA Eastern Conference semifinals – and the technology that Rapier and his team have implemented helped ensure everything off-court ran smoothly:
Towards the end of the season, we had an influx of calls, so getting AI in there helped with our efficiency in time to answer and time to resolve. The FAQ that we built out was handling basic questions for the arena, such as ‘What time do doors open? When's the next game?’ Our agents could...
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