MetriNote – RingCentral Brings AI Assistance, Coaching, and More IVAs to RingCX

Published on: August 28, 2024

Author: Beth Schultz, VP of Research and Principal Analyst What's the news? August 21, 2024 – RingCentral announced four new artificial intelligence (AI) capabilities for RingCX, the natively built cloud contact center platform the company has been offering since November 2023 (see related MetriNote). They are:
  • RingCX AI Agent Assist – Internally developed basic assistance capability for providing agents with contextually relevant in-call guidance on responses, drawing from internal company resources; opens AI agent assistance to companies that do not have complex needs served by the Balto Software app integration available for RingCX
  • RingCX Supervisor Assist – For monitoring agent engagements and delivering real-time supervisor alerts; provides transcripts and conversation summaries for review
  • AI Coaching Insights – This RingSense AI Quality Management enhancement analyzes all interactions to provide individualized AI-based coaching suggestions for agents
  • Bring-Your-Own IVA Framework – This open API framework for intelligent virtual agents (IVAs) will let companies use any IVA for self-service voice and digital channels; RingCentral now also offers pre-built integrations with IVAs from Omilia and Replicant
These capabilities are available through an early access preview program initially in the U.S. and internationally in early 2025. RingCentral has not set specific general availability, though is targeting 4Q 2024; it has not set pricing yet.


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