In today’s fast-paced world, staying ahead means streamlining processes and enhancing communication. Kitay Law Offices and Cross Country Healthcare both faced challenges with inefficient communication that hindered client interactions and operational flow. By adopting RingEX, RingCentral’s AI-powered platform, and its personal AI Assistant call notes feature, they’ve not only solved these challenges but also discovered new ways to boost productivity, improve client experiences, and stay ahead of the competition.
At Kitay Law Offices, a high-volume workers’ compensation, personal injury, and criminal defense firm in Pennsylvania, managing partner Thomas Pivnicny has witnessed firsthand the impact of AI-powered call notes. “We’ve been using AI call notes for several weeks now, and it’s made a significant difference in our intake process for potential new clients,” Pivnicny explains. With hundreds of leads per week and dozens of daily calls, the ability to capture essential information accurately has become crucial for the firm’s success.
The AI call notes feature has proven particularly valuable during initial client interactions. Pivnicny notes, “By using the call notes, we’ve been able to get really good information through our intake process very easily. If we miss something, we have something to fall back on.” This capability ensures that no critical details are missed, even in the busiest of times.
Cross Country Healthcare, a leading provider of innovative healthcare workforce solutions, has also experienced the benefits of AI-powered notes. Izzy Choute, Telecommunications Engineer III at Cross Country Healthcare, shares, “Using AI-powered notes for calls and meetings has been a game-changer for our workflow. The automatic transcription feature captures every detail, ensuring that nothing is overlooked, and the smart summaries allow us to quickly revisit the key points without having to sift through long recordings.”
How RingCentral’s personal AI Assistant transformed client communication and team productivity
For both organizations, the AI call notes have provided unexpected advantages. Kitay Law Offices found that the feature greatly improved communications with current clients. Pivnicny explains, “During the life of the case, we’ll communicate with our client at several intervals about the status of the case, what we recommend, and what the next step of the case should be. Utilizing those call notes allows us to update the file at those regular intervals very easily.”
Similarly, Cross Country Healthcare has seen improvements in team alignment and productivity. Choute notes, “It has significantly improved our ability to stay organized and aligned, especially during complex discussions where multiple action items and follow-ups are identified.”
The impact of RingCentral’s personal AI Assistant extends beyond just efficiency. Both organizations report that the technology has improved the quality of their client interactions. Pivnicny states, “We can have a more natural conversation instead of stopping to write things down and then getting back into the conversation with our client.” This seamless communication flow has led to better client experiences and more productive discussions.
Future outlook and industry impact
Looking to the future, both Kitay Law Offices and Cross Country Healthcare see AI tools like call notes playing an increasingly important role in their operations. Pivnicny now uses the feature for all calls, regardless of whether they’re with potential clients, current clients, or internal team members. He believes that “this level of integrated intelligence in your conversations and note-taking is going to be huge for not only our firm but for the industry moving forward.”
For organizations considering implementing AI-powered tools like call notes, Pivnicny offers this advice: “I think the first is to give it a shot. When it comes to artificial intelligence, everywhere you go, everything you read, everything you see online, it’s all some new advertisement for some new AI tool. It’s very easy to feel like you’re being bombarded by something that may not have the value that it purports to have. But I will tell you from personal experience that the AI call notes do have value, they do help, they save time, and they make things more convenient.”
As AI continues to shape the future of communication in various industries, the experiences of Kitay Law Offices and Cross Country Healthcare serve as compelling examples of how embracing innovative technology can lead to significant improvements in client service, team productivity, and overall operational efficiency.
Originally published Oct 17, 2024, updated Nov 21, 2024
