AI Changemakers: Steve Inman, Chicago Cubs

The Chicago Cubs serve millions of fans each season with a team of roughly 500 full-time employees — scaling to 1,500 during game days. Delivering white-glove, personalized service to season ticket holders while managing a flood of internal requests and fan inquiries is an enormous operational challenge for any lean organization. Steve Inman, VP of Technology, turned to RingCentral’s agentic AI tools to give his small team the force-multiplying capabilities of a much larger one.

Key Takeaways:
• How the Cubs are using AIR, AVA, and ACE to automate internal workflows and fan-facing operations — and recapture roughly 20% of representative time previously lost to manual call documentation
• Why ACE’s one-to-one coaching at scale is the standout capability: continuously raising the quality of every fan interaction without adding headcount
• What Steve Inman’s roadmap looks like next — deeper CRM integration, real-time issue detection from aggregated call transcripts, and AI-powered coaching across the full organization