Jim Payne, Director of Product Marketing at RingCentral, specializes in AI-driven solutions for customer experience. He discusses the frustrations of traditional customer support systems and how AI can streamline communication. Payne highlights a study revealing 97% of participants encountered issues with automated systems. He emphasizes the balance between automation and personal support, advocating for enhancing agent experience through AI. With strategic implementation, AI can transform customer interactions and solve core business challenges.