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RChee - Revolutionizing Customer Support

Empowering your business with an AI Agent can enhance customer support efficiency and reduce human intervention.

ring central banner - an image of robot hand

Industry

Industry

Industry

Contact Center

Software Development

Headquarters

Headquarters

Headquarters

California, U.S

California, U.S

Founded

Founded

Founded

1999

1999

Revenue

Revenue

Revenue

$2.4 billion (2024)

$2.4 billion (2024)

Company size

Company size

Company size

2500 - 5000

2500 - 5000

Challenge

RingCentral needed an efficient solution to manage thousands of daily customer support requests. The primary challenges included high volumes of repetitive queries, long response times, and overburdened human agents. A scalable, automated AI system was essential to improve customer satisfaction and operational efficiency.

Solution

RChee was developed as a conversational AI agent designed to streamline support operations at scale. By leveraging advanced Natural Language Understanding (NLU), RChee could accurately interpret user queries, automate routine resolutions, and escalate complex issues only when necessary. The system integrated seamlessly with internal tools to support a wide range of customer workflows.

Results

RChee radically transformed RingCentral's customer support operations. The AI Agent successfully handles most routine inquiries, resulting in improved customer satisfaction and substantial annual cost savings. Freed from routine tasks, support agents could now focus on high-impact interactions — elevating the overall service experience.

87%

Reduction in Live-Agent Handoff

Reduction in Live-Agent Handoff

90%

Routine inquiries handled

Routine inquiries handled

25M+

Estimated Annual Cost Savings

Estimated Annual Cost Savings

Process

Process

01

Implementing NLU

We started by implementing advanced Natural Language Understanding (NLU) to support the extensive customer scope of RChee. As lead developer, this foundational step was crucial in enabling RChee to understand and respond to a wide variety of customer inquiries effectively.


I was responsible for migrating the agent to a MegaAgent, increasing the intent limit from 2,000 to 20,000. I also developed novel capabilities by creating tools and webhook functions, greatly enhancing the agent's helpfulness and utility.

02

Live Agent Deflection

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

03

Intelligent Fallback Behavior

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

04

Optical Character Recognition

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

05

User Identification and Routing

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

01

Implementing NLU

We started by implementing advanced Natural Language Understanding (NLU) to support the extensive customer scope of RChee. As lead developer, this foundational step was crucial in enabling RChee to understand and respond to a wide variety of customer inquiries effectively.


I was responsible for migrating the agent to a MegaAgent, increasing the intent limit from 2,000 to 20,000. I also developed novel capabilities by creating tools and webhook functions, greatly enhancing the agent's helpfulness and utility.

02

Live Agent Deflection

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

03

Intelligent Fallback Behavior

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

04

Optical Character Recognition

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

05

User Identification and Routing

We conducted user interviews, surveys, and analyzed in-app analytics to understand the pain points and user needs. We also studied competitor apps and industry trends to gather insights

Tech Stack

Tech Stack

"Generative AI is going to reinvent virtually every customer experience we know, and enable altogether new ones about which we’ve only fantasized."

Andy Jassy

CEO, Amazon

"Generative AI is going to reinvent virtually every customer experience we know, and enable altogether new ones about which we’ve only fantasized."

Andy Jassy

CEO, Amazon

Conclusion

RChee has significantly transformed customer support at RingCentral, setting a benchmark for AI-powered customer support at scale. By intelligently automating routine interactions, deflecting unnecessary live-agent escalations, and offering innovative support features, the AI Agent not only improved operational efficiency but also enhanced customer satisfaction dramatically. This initiative showcases the immense potential of thoughtfully implemented conversational AI agents in delivering real business impact, significant cost reductions, and exceptional customer experience.

Trusted by Professionals

While most of my client reviews are NDA-protected, I managed to sneak in a few favorites from my previous partners.

  • Amogh was fantastic to work with - Very knowledgeable and delivered beyond expectations!

    Gavin Sloan

    CEO, Direct Connect

  • Amogh is 10/10! He took full responsibility for making the project successful and he was going far beyond himself to complete the work perfectly.

    Thank you very much Amogh for your fantastic work and dedication to deliver something great!

    Hannes Jacobsson

    Founder, Hannes Media

  • I had the pleasure of working with Amogh, and I can confidently say that he is a top-notch innovator with an unparalleled zeal for learning.

    His exceptional analytical skills allow him to approach challenges with precision and creativity, which consistently delivers outstanding results.

    Pankaj Tiwari

    Senior Vice President, Programming.com

  • Really skilled developer! His professionalism and attitude to deliver great work are of a unique kind.

    I highly recommend him for similar projects, and we will continue our cooperation with Chatbots in the future as well.

    Juan Cortazar

    CEO and Founder, Upani CBD


  • 5 stars all around! He came up with suggestions, was quick to respond, and very friendly.

    Oz Erbas

    Founder and CEO, Sprout.ae

Trusted by Professionals

While most of my client reviews are NDA-protected, I managed to sneak in a few favorites from my previous partners.

  • Amogh was fantastic to work with - Very knowledgeable and delivered beyond expectations!

    Gavin Sloan

    CEO, Direct Connect

  • Amogh is 10/10! He took full responsibility for making the project successful and he was going far beyond himself to complete the work perfectly.

    Thank you very much Amogh for your fantastic work and dedication to deliver something great!

    Hannes Jacobsson

    Founder, Hannes Media

  • Really skilled developer! His professionalism and attitude to deliver great work are of a unique kind.

    I highly recommend him for similar projects, and we will continue our cooperation with Chatbots in the future as well.

    Juan Cortazar

    CEO and Founder,

    Upani CBD

  • I had the pleasure of working with Amogh, and I can confidently say that he is a top-notch innovator with an unparalleled zeal for learning.

    His exceptional analytical skills allow him to approach challenges with precision and creativity, which consistently delivers outstanding results.

    Pankaj Tiwari

    Senior Vice President, Programming.com

Schedule a free Discovery call 📞

Schedule a free Discovery call 📞

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Ready to transform your business with AI?

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Email

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Amagastya. 2025

Ready to transform your business with AI?

Let's bring your vision to life!

Start a Project

Email

Medium

Github

LinkedIn

Amagastya. 2025

Ready to transform your business with AI?

Let's bring your vision to life!

Start a Project

Email

Medium

Github

LinkedIn

Amagastya. 2025