RingCentral has revealed plans to add two native AI Assistants to RingCX, its CCaaS platform.
One assistant aims to support contact center agents, while the other assists supervisors.
The first is named “RingCX AI Agent Assist”. It aids agents by surfacing relevant insights during live customer interactions to support faster, more accurate resolutions.
To do so, the AI Assistant delves into trusted company resources and spotlights relevant information that fits the flow and context of the customer conversation.
Over time, RingCentral will likely add to the capabilities of the native assistant. But, for customers that immediately require a deeper real-time assist solution, RingCentral recommends leveraging its integration with Balto.
By offering both, RingCentral hopes to cater to its diverse mix of RingCX customers, from those that desire simple, out-of-the-box solutions to those that require more complex, enterprise-grade tools.
The second assistant is called “RingCX Supervisor Assist”. This solution monitors all live customer conversations, isolating potential issues that may necessitate real-time supervisor attention.
In doing so, it alerts supervisors to each issue, presenting them with a live transcript and summary of the conversation so far, quickly bringing them up to speed.
From there, the supervisors may use other features within the RingCX stack, such as “barge” or “whisper”, to intervene in the most appropriate manner.
Celebrating the launch of the new native AI Assistants, Jim Dvorkin, SVP of Customer Experience Innovation at RingCentral, stated: ” 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.
Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics, echoed this sentiment. “By focusing primarily on agent and supervisor tools, they’re addressing the ‘human in the loop’ approach that customers are actually ready to deploy,” she added.
“It’s a smart approach… that balances innovation with practical application.”
Yet, it’s not only through native assistants that RingCentral aims to augment the supervisor experience with AI. Its new AI Coaching Insights solution will also do precisely that.
Other Upcoming Additions to the RingCX Platform
Alongside the native AI Assistants, RingCentral has announced two other solutions for RingCX: “AI Coaching Insights” and “Bring-Your-Own IVA Framework”.
AI Coaching Insights – part of the RingSense AI Quality Management module (an optional add-on to RingCX) – automatically analyzes every customer conversation.
From there, the solution surfaces individualized agent knowledge gaps and generates personalized coaching suggestions.
In doing so, AI Coaching Insights also helps supervisors hone in on the particular conversations that these knowledge gaps appear to enhance the manual quality assurance (QA) process.
Elsewhere, the “Bring-Your-Own IVA Framework” offering allows businesses to integrate their preferred intelligent virtual agent (IVA) platform with RingCX, whether that’s from Cognigy, Google, Yellow.ai, etc.
The framework provides open API to make this possible, so RingCentral clients can automate various service experiences, from password resets to order status checks.
Alongside the AI Assistants, these solutions will become available via an Early Access Preview program “in the coming months” for US RingCX customers. That program will likely expand to international customers in early 2025.
The solutions will likely reach general availability with several other features, given RingCentral’s rapid rate of CCaaS innovation.
Indeed, earlier this year, the vendor unveiled 300 new features for the platform in just three months.
That pace has helped RingCentral accrue over 350 global customers for RingCX despite only launching the platform in November 2023.
