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Why the Detroit Pistons chose AI to power their championship-level service

Region

Americas

Company size

100–399

Industry

Sports & Entertainment

Products used

RingCX

AI Agents

Key integrations

Key metrics

20%

daily work saved as call transcriptions are auto-integrated into Salesforce

30%

time savings for agents through RingCentral’s AI solutions

50%

of calls expected to be resolved RingCentral AI Receptionist (AIR)

Overview

The Detroit Pistons faced significant operational friction following a move to a high-tech downtown facility, struggling with fragmented legacy systems. By partnering with RingCentral to implement an AI-first communications strategy, the organization consolidated its infrastructure and automated routine workflows. This transition has drastically improved response times and empowered staff to focus on high-value fan engagement.

We look at RingCentral as not only a communications vendor for our business, but a trusted AI business partner to help solve our communication needs.

Paul Rapier

Vice President of IT

About our customer

The Detroit Pistons, based in Detroit, Michigan, have been an inspiring fixture of professional sports since moving to the city in 1957. The organization has secured three NBA championships and remains a central pillar of the downtown Detroit sports district.

The challenge: Fragmented systems and physical barriers

Relocating the corporate headquarters to a new, high-tech facility in 2019 exposed deep-rooted flaws in a communications setup that had been built organically over 30 years. Employees across sales, HR, and finance struggled with a patchwork of incompatible tools that required constant manual maintenance and troubleshooting.

The solution and ROI: Deploying AI to ensure a championship-level fan experience

Explore all our AI-powered products

Bring your employee and customer experiences together with reliable AI communications.

Business Phone

The world’s most reliable cloud phone system with built-in team messaging – all reimagined with AI at every step.

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Contact Center

Create effortless customer experiences across every channel with our AI-first contact center solutions.

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To streamline internal operations and elevate the fan experience, the Detroit Pistons implemented multiple AI-powered solutions on the RingCentral platform: RingCX, AI Receptionist (AIR), AI Virtual Assistant (AVA), AI Conversation Expert (ACE), and the RingCentral App Gallery. Deploying these RingCentral solutions led to measurable internal improvements on important metrics.

RingEX AI Receptionist dashboard showing call resolution rates, total calls handled, and top unresolved questions.

What’s next for The Detroit Pistons

The organization is focused on expanding its knowledge base within the contact center to further optimize weekly workflows. By integrating advanced sentiment tools and AI-driven coaching, the IT leadership plans to continue refining the way staff interacts with a global fanbase. This ongoing digital evolution ensures that a franchise defined by its historic grit is now powered by the most sophisticated technology in the league.

To learn more about our customer, visit NBA Detroit Pistons.

Additional resources

Create effortless customer experiences across every channel with our AI-first contact center solutions.

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Empower sellers at every stage with at-a-glance sales views, AI-powered scoring, and instant call summaries.

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