How RingCentral Cut Customer Support Call Certification Time by 90% Using Yoodli AI Roleplays 

TL;DR: RingCentral transformed its customer support onboarding by integrating Yoodli AI Roleplays. The company reduced call certification time from a full 8-hour shift to just one hour, achieving a 90% time savings. With realistic AI-powered conversations and automated feedback, RingCentral saw significant improvements in new hire readiness and call management skills.

Background

RingCentral, a global leader in cloud-based business communications, places a strong emphasis on delivering top-tier customer service. The onboarding team plays a crucial role in preparing new hires for live customer interactions. Historically, certifying mock calls required managers to manually observe and grade each session. This process could take up to 9 hours per new agent.

Challenge

The RingCentral onboarding team faced several key hurdles:

• Manual Certification Bottlenecks: Trainers were spending full workdays evaluating mock calls, which slowed down onboarding velocity.
• Scalability Limitations: As RingCentral grew, so did the number of new hires. This created capacity challenges and delayed training milestones.
• Stale Scenarios: Static scripts did not reflect real-world customer challenges, which limited the effectiveness of practice sessions.

To scale efficiently and maintain training quality, the team needed a faster, smarter, and more realistic way to certify new agents.

The Solution

RingCentral partnered with Yoodli to revamp its mock call certification process. Yoodli’s AI-powered roleplay platform provided:

• Realistic Simulations: Custom-built AI roleplays mimicked true-to-life customer-agent conversations, increasing the relevance of training.
• Automated Feedback: New hires received instant performance scores and coaching tips across key areas such as tone, clarity, empathy, and issue resolution.
• Time-Efficient Oversight: Supervisors used performance dashboards to track trends and review only the cases that needed human attention.

Implementation

The transition to Yoodli was fast and seamless:

1. Custom Roleplay Scenarios: RingCentral’s training team worked with Yoodli to design roleplays based on actual support conversations and pain points.
2. AI-Powered Certification: Trainees completed their mock calls in the Yoodli platform. They received immediate feedback and could retry until they met the quality standard.
3. Strategic Supervision: Managers shifted from full-length reviews to overseeing insights from the AI-generated evaluations, which saved time and allowed for more focused coaching.

Results

RingCentral quickly realized several key benefits:

• 90% Reduction in Certification Time: Certification duration dropped from 9 hours to just 1 hour per agent, streamlining the customer support onboarding process and accelerating time to proficiency.
• Up to 7 Hours Saved Per Certification for Managers and Enablement Teams: By replacing manual call reviews with automated AI evaluations, RingCentral’s training leads and supervisors saved up to 7 hours per certification. This freed up critical time for high-value coaching and strategic enablement activities.
• Improved Call Readiness Among New Hires: With realistic AI roleplays and real-time feedback, new support agents built stronger call handling skills earlier in their training, leading to increased confidence and performance on live calls.
• Scalable Training Program Without Compromising Quality: The enablement team expanded its onboarding capacity and supported more new hires without exhausting internal resources creating a scalable, future-ready training infrastructure.

Conclusion

By adopting Yoodli, RingCentral made its onboarding program significantly more efficient. The company saved time, improved skill development, and created a more scalable process for certifying mock calls. What once took an entire shift now takes just one hour, allowing RingCentral to ramp up new agents with greater speed and confidence.