RingCentral Orchestrates AI and Human Agents As One Workforce in RingCX

RingCentral, Inc., a global leader in AI-powered customer engagement, announced new AI capabilities for RingCX^Ⓡ that give contact centers one place to supervise, measure, and plan for AI and human agents as a single workforce. AI agents now handle a growing share of customer conversations, and contact center managers and supervisors need the same visibility and control over them that they have over people. 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. These capabilities are designed to help contact centers improve first contact resolution, reduce handle time, and lower customer service costs.

“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, SVP of Customer Experience Products at RingCentral. “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.”

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“Having AI and human agents work together is only valuable if we can see what’s actually happening across the full journey between them,” said Tasha McIntosh, Senior Patient Care Manager, EVP Eyecare. “We’ve been finding that when a customer’s request doesn’t match what our AI agent expects, that gap can slip through until the patient calls back frustrated. With these new RingCX features, we’ll now have one system that can catch that kind of mismatch before it becomes a bad experience, instead of after.”

Delivering Better Customer Outcomes with AI and Human Agents Working Together

RingCentral’s new AI capabilities enable organizations to:

• 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.
• Track the complete AI-to-human journey, providing consistent insights into the performance of AI agents and human agents.
• Forecast staffing needs across AI and human agent capacity together, so schedules reflect the whole workforce.

“Bringing AI and human agents under common visibility will give businesses more confidence to begin or expand agentic AI,” said Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics. “The next challenge will be personal AI agents: as consumers increasingly use agents to act on their behalf, contact centers will need to recognize, route, and measure both inbound and outbound AI-agent traffic. Understanding the full AI-to-human customer journey will become essential.”

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Sample use cases include:

• Real-time monitoring and handoff: A member of a regional health plan calls about a denied claim. An AI agent answers initial questions and gathers details while a supervisor watches the conversation live. If human empathy is needed, the supervisor steps in and the conversation moves to a human agent with context intact, so the member gets clear next steps without repeating their story.
• Seasonal staffing: A retail workforce planner schedules AI agents into the holiday seasonal staffing forecast. AI agents handle routine shipping and return questions overnight and on weekends, while human agents handle escalations, covering peak-seasonal surge without the cost of temporary hires.
• Escalation rate tracking: A quality leader at a regional bank sees fraud dispute calls handled by AI agents have the highest escalation rate of any intent. The team routes those calls straight to human agents, and fraud customers reach a human agent at first attempt, improving first contact resolution.

AI Onboarding, Wherever Agents Work

In addition to managing AI and human agents, RingCentral is introducing AI Onboarding for RingCX, designed to simplify and accelerate contact center setup, and shorten the configuration work that delays go-live. Administrators can describe their desired configuration 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 Available for Mobile, Microsoft Teams

RingCX is available for mobile, enabling call center agents to receive and handle routed RingCX voice calls from their mobile phones using the RingCentral mobile app, helping reduce missed calls. Additionally, RingCX in Microsoft Teams brings contact center capabilities directly into Microsoft Teams, allowing organizations to manage customer interactions within an interface employees already use, without adding another vendor.