AI is transforming how businesses interact with and support their customers. From intelligent routing to real-time transcription and sentiment analysis, AI-driven tools are enabling organizations to provide more personalized, efficient, and satisfying customer experiences.

By exploring real-world examples and best practices, businesses can gain practical guidance on navigating the complexities of AI adoption and leveraging these technologies to improve customer satisfaction and operational efficiency.

Our Innovators Report provides valuable insights into how leading organizations are successfully implementing AI-powered communications to enhance customer experiences.

Sun River Health

Sun River Health, a healthcare organization serving underserved communities in New York, exemplifies the positive impact of AI-powered communications on customer satisfaction. By implementing RingCentral Contact Center, Sun River Health significantly improved its patient care capabilities. Carlos Ortiz, Senior Vice President of Operations, noted that the platform’s routing and callback features have shortened wait times and empowered callers to self-serve, leading to quantifiable improvements in patient satisfaction scores.

Notably, Sun River Health’s Patient Care Contact Center has seen remarkable results. Diana Velez, Director of the Patient Care Contact Center, reported that “Thanks to the reporting that lets us analyze call data, and the Workforce Management tools that let us move agents around to meet high-volume times, we’ve improved our answer rate from 75% to 97%—which is a real achievement considering we receive tens of thousands of calls a week.”

InsuranceHub

InsuranceHub, a trusted insurance provider, has also leveraged AI to enhance customer interactions. The agency adopted AI tools for performance management, enabling sales managers to conduct efficient call reviews and improve customer interactions. Lee LeBaigue, Senior Vice President at InsuranceHub, emphasized that “The introduction of the account manager scorecard, complemented by AI-driven suggestions, has paved the way for a unique and personalized scoring system that effectively addresses our needs.”

AI-powered communications solutions are not only improving direct customer interactions but also enabling businesses to gain deeper insights from these interactions. InsuranceHub, for instance, uses AI keyword search features to quickly find specific types of calls for coaching, whether they’re reviewing cancellation calls or new quote inquiries. This capability allows the company to continuously refine its customer service approach based on real data and interactions.

Looking ahead

Looking ahead, the potential for AI in customer experience management continues to expand. As Jon Arnold, an independent technology analyst, points out, “AI is not just augmenting our communications; it’s redefining the very fabric of how we connect and collaborate. In the next five years, we’ll see AI transform from a tool to a true partner in our daily interactions, bridging gaps in understanding and productivity that we never knew existed.”

However, as businesses explore these AI-driven solutions, it’s crucial to balance innovation with privacy and security concerns. Paola Zeni, Chief Privacy Officer at RingCentral, emphasizes the importance of data minimization, transparency, and explainability in AI applications. She notes, “Privacy isn’t just about compliance—it’s a cornerstone of customer trust and a catalyst for responsible innovation.”

Conclusion

Businesses implementing AI-powered communications solutions should prioritize building customer trust through visible and transparent privacy practices. This approach not only ensures regulatory compliance but also provides a significant competitive advantage in an increasingly privacy-conscious market.

AI-powered communications are reshaping customer experiences across industries. From healthcare to insurance, organizations are leveraging these tools to provide more efficient, personalized, and satisfying customer interactions. As AI continues to evolve, businesses that thoughtfully implement these technologies – with a focus on both innovation and privacy – will be well-positioned to meet and exceed customer expectations in the digital age.

Originally published Apr 03, 2025