Should You Build Or Buy AI?

We’re in the midst of a radical shift from decades of the same-old reactive customer support processes to a much more proactive approach. When support organizations are proactive, they’re able to understand the root causes of customer issues much faster and act on customer needs before they’re even acutely aware of them, which directly and measurably improves the customer service experience and eliminates support agent frustration in the process. Learn about how Rubrik, a fast-growing cloud data management company, became a more proactive, modern support organization and ultimately achieved higher customer satisfaction. Rubrik reduced and prevented support escalations by leveraging AI-based customer sentiment signals in partnership with SupportLogic. And in the process, Rubrik made important build vs buy decisions and ultimately utilized both paths to achieve success.