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RChee - Revolutionizing Customer Support
Empowering your business with an AI Agent can enhance customer support efficiency and reduce human intervention.
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
Reduction in Live-Agent Handoff
90%
Routine inquiries handled
Routine inquiries handled
Routine inquiries handled
25M+
Estimated Annual Cost Savings
Estimated Annual Cost Savings
Estimated Annual Cost Savings
Process
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
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
"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
"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
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
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
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Amagastya. 2025
Amagastya. 2025
Amagastya. 2025
Amagastya. 2025