RingCentral Unveils Plans for Native AI Assistants on RingCX Platform
RingCentral, a leading provider of cloud communication and collaboration solutions, has recently announced plans to enhance its Contact Center as a Service (CCaaS) platform, RingCX, with the addition of two native AI Assistants. These assistants are designed to support both contact center agents and supervisors, providing them with valuable insights and tools to improve customer interactions and overall efficiency.
The first assistant, named “RingCX AI Agent Assist,” is focused on aiding agents during live customer interactions by surfacing relevant insights from company resources. This helps agents provide faster and more accurate resolutions to customer inquiries by presenting them with information that fits the flow and context of the conversation. Over time, RingCentral plans to expand the capabilities of this assistant, but for customers in need of immediate assistance, they can also leverage the integration with Balto for real-time support.
On the other hand, the second assistant, “RingCX Supervisor Assist,” monitors live customer conversations to identify potential issues that may require supervisor intervention. It alerts supervisors to these issues, providing them with a live transcript and summary of the conversation so far, enabling them to quickly address any concerns using features like “barge” or “whisper” within the RingCX platform.
Jim Dvorkin, SVP of Customer Experience Innovation at RingCentral, expressed excitement about the launch of these new AI Assistants, highlighting how they are reshaping the customer experience landscape by empowering agents and supervisors to drive business success. Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, also praised RingCentral’s focus on agent and supervisor tools, noting that it aligns well with customers’ readiness to deploy AI solutions in their contact centers.
In addition to the AI Assistants, RingCentral has announced two other upcoming additions to the RingCX platform: “AI Coaching Insights” and “Bring-Your-Own IVA Framework.” AI Coaching Insights analyzes customer conversations to identify agent knowledge gaps and provide personalized coaching suggestions, while the Bring-Your-Own IVA Framework allows businesses to integrate their preferred intelligent virtual agent platform with RingCX for automated service experiences.
These new solutions will be available through an Early Access Preview program for US RingCX customers in the coming months, with plans to expand to international customers in early 2025. With RingCentral’s commitment to innovation and rapid development of new features, customers can expect continued enhancements to the RingCX platform to meet their evolving needs and drive better customer experiences.
