RingCentral has added new capabilities to its AI-powered contact center solution, RingCX, to help companies deliver more personalized and exceptional customer experiences. The capabilities span advanced AI-based coaching insights for managers and supervisors, a native real-time AI-powered assistant, and a BYO intelligent virtual agent framework for customers and partners.
Launched in beta a year ago and made generally available in November 2023, the solution has helped more than 350 customers improve CX. According to the company, over 50% of RingCX customers leverage paid AI features such as call scoring and conversational analytics in RingSense AI Quality Management.
“The latest revolutionary advancements in AI are reshaping the landscape of customer experience, by helping customers, empowering agents, and enabling supervisors to drive business success. Our cutting-edge innovations stem directly from the voice of our customers, who have embraced AI-powered RingCX, as we work closely with them to deliver our latest transformative RingSense AI-based innovations,” said Jim Dvorkin, SVP of Customer Experience Innovation at RingCentral.
The newly-added RingCX AI Agent Assist provides real-time, in-call AI assistance for agents by actively listening to customer interactions and offering contextual suggestions. The AI agent can incorporate existing company resources, like documents, websites, and knowledge bases, into its suggestions, improving its effectiveness and reducing resolution time.
For enterprises looking for more sophisticated, highly customizable real-time guidance, RingCentral provides solutions through its partnership with Balto to make the solution work for different business needs.
RingCX AI Supervisor Assist is a solution that notifies supervisors if a situation that requires their attention arises. It proactively alerts supervisors and provides one-click access to detailed transcripts and concise conversation summaries.
AI Coaching Insights generates personalized AI-based coaching suggestions based on each interaction. It promotes consistent quality across all customer interactions while automating what was previously a tedious manual process for contact center supervisors and managers.
Finally, the Bring-Your-Own IVA Framework allows customers to easily integrate their preferred Intelligent Virtual Agent (IVA) for self-service across voice and digital channels. The framework provides open APIs for quick and seamless integration with any IVA, enabling conversational AI for various use cases such as password resets, order status checks, and other automations. RingCX's IVA ecosystem includes pre-built integrations with providers like Yellow.ai, Cognigy, and Google DialogFlow.
These new AI-based capabilities will be available in the coming months through an Early Access Preview program in the U.S. with plans to expand availability internationally and among strategic partners in early 2025.
