As AI becomes more embedded across its communications platform, RingCentral is integrating the technology into everyday customer-engagement workflows with growing commercial traction.
With AI and AI-affected revenue now doubling, with retention above 100%, suggesting the technology is becoming a meaningful contributor to customer value and expansion.
For CX leaders, the shift highlights the need to move away from fragmented, experimental AI deployments that sit outside core communications and service operations.
Vlad Shmunis, Founder, Chairman, and CEO for RingCentral, outlined how the vendor is positioning AI as an intelligence layer across its communications and customer engagement platform.
“RingCentral is becoming an intelligence layer where AI agents and human agents work together to manage customer interactions end-to-end for better business outcomes,” he said.
AI Now Shapes Platform Value
As AI is becomes more embedded across the communications platform, RingCentral is integrating it into everyday customer engagement workflows with strong commercial results.
The company reported its customers were using at least one of RingCentral’s native paid AI products in their operations which represents 13% of the company’s ARR, as well as delivering net retention above 100% and meaningfully higher ARPU than the broader customer base.
These results suggest organizations adopting AI are increasing their spending and retention, supporting Gartner's view that enterprises increasingly prefer AI from established software vendors with proven ROI and seamless integration.
As AI becomes a core driver of platform expansion, adoption now contributes to stronger customer economics, supporting both higher spending and longer-term retention.
“AI and AI-affected revenue is growing. It’s again doubling, with meaningful numbers already and retention is over 100%,” Shmunis explained.
Today, the distinction between AI revenue and traditional communications revenue becomes less meaningful because AI is increasingly influencing the value of every customer deployment.
Having ended the quarter with more than 16,000 paying customers for AIR, ACE surpassing 6,300 customers, and the Customer Engagement Bundle exceeding 9,600 customers, the company is seeing AI move from an emerging capability to a core part of customer deployments.
With nearly half of new sales now including AI capabilities, the integration of the technology is becoming central to customer purchase decisions.
Shmunis noted: