RingCentral, a customer engagement solutions and services provider, has added AI capabilities for RingCX that give contact centers one place to supervise, measure, and plan for AI and human agents as a single workforce.
RingCX now extends live supervision, quality scoring, journey analytics, and staffing forecasts to AI agents, including RingCentral AI Receptionist (AIR) and AIR Pro, so supervisors can monitor performance, evaluate interactions, understand customer journeys, and plan capacity from one dashboard.
"AI agents are becoming part of the everyday customer engagement workforce, and managing them alongside human agents presents a tremendous opportunity to improve contact center operations," said Jim Dvorkin, senior vice president of customer experience products at RingCentral, in a statement. "With RingCX, leaders see every customer conversation in one place, whether an AI agent or a human agent is handling it. They can step in sooner, hold quality to one standard, and plan staffing for the whole workforce, so more customers get their issue resolved in one go, with no need to call back."
RingCentral's new AI capabilities enable organizations to do the following:
- Seamlessly transfer between AI and human agents in both directions while preserving context.
- Surface AI agent interactions in the same live view as human agents, so supervisors can catch issues and intervene in real time, regardless of whether the interaction is handled by an AI or human agent.
- Score every AI agent interaction against the same rubric used for human agents, providing quality and compliance leaders with one complete, sentiment-scored view of the customer regardless of who handled the conversation.
- Forecast staffing needs across AI and human agent capacity together, so schedules reflect the whole workforce.
In addition to managing AI and human agents, RingCentral is introducing AI Onboarding for RingCX to simplify and accelerate contact center setup. Administrators can describe their desired configurations in natural language. RingCentral AI builds the configuration plan, executes it through RingCX APIs, and validates routing with a simulated test before go-live.
RingCX is also available for mobile, enabling call center agents to receive and handle routed RingCX voice calls from their mobile phones using the RingCentral mobile app. Additionally, RingCX in Microsoft Teams brings contact center capabilities directly into Microsoft Teams.