On 21st August 2024, RingCentral, Inc., a leading provider of AI-driven cloud business communications, contact center, video, and hybrid event solutions, introduced innovations for its AI-powered contact center solution, RingCXTM. The latest advancements include a native, real-time AI-powered assistant for agents and supervisors, enhanced AI-based coaching insights for managers, and a new bring-your-own IVA framework allowing customers and partners to integrate their preferred Intelligent Virtual Agent with RingCX. These features are designed to enable companies to deliver more seamless, personalized, and high-quality customer experiences.
Since the general availability of RingCX in November 2023, the platform has onboarded over 350 customers and introduced more than 300 new features in the past quarter. Over 50% of RingCX customers have opted for RingSense AI’s paid capabilities, including call scoring, feedback, coaching, and conversational analytics.
Jim Dvorkin, SVP of Customer Experience Innovation at RingCentral, stated, “The latest revolutionary advancements in AI are reshaping the customer experience landscape by aiding customers, empowering agents, and enabling supervisors to drive business success. Our innovations are a direct result of customer feedback, as we continue to collaborate closely with them to deliver transformative RingSense AI-based solutions.”
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Bill Heep, Director of Communications and Systems at AUTOPAY, commented, “Since migrating to RingCX, we estimate a 20% time savings for customer success reps due to the sophisticated AI-based technology RingCX provides.”
The new AI-powered capabilities for RingCX include:
- RingCX AI Agent Assist: Provides real-time, in-call AI assistance for agents, offering contextual suggestions based on customer interactions. It integrates with existing company resources to improve effectiveness and reduce resolution times. This tool is built natively by RingCentral, with additional options available through its partnership with Balto.
- RingCX AI Supervisor Assist: Monitors customer interactions in real-time, identifying issues that require supervisor attention. It offers detailed transcripts and conversation summaries for quick assessment and effective intervention.
- AI Coaching Insights: Part of RingSense AI Quality Management, this feature automatically analyzes customer interactions to generate personalized coaching suggestions for agents, promoting consistent quality and streamlining quality management workflows.
- Bring-Your-Own IVA Framework: Allows customers to integrate their chosen Intelligent Virtual Agent for customer self-service across voice and digital channels. The framework supports quick and seamless integration with any IVA and includes pre-built integrations with providers like Yellow.ai, Cognigy, and Google DialogFlow.
These new AI-based capabilities will be available through an Early Access Preview program in the U.S. in the coming months, with plans for international expansion and availability among strategic partners in early 2025. New research from Metrigy indicates a significant increase in investments in AI for customer service, with organizations planning a 71% increase in AI-supported self-service spending and a 67% increase in AI-supported agent assistance this year.
Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, remarked, “RingCentral’s latest AI additions to RingCX demonstrate a deep understanding of current contact center needs. By focusing on agent and supervisor tools, they effectively address the ‘human in the loop’ approach, balancing innovation with practical application.”