RingCX | AVA Agent Assist
Empower teams with real-time AVA Agent Assist
Instantly provide in-the-moment guidance during live customer conversations with RingCentral AVA Agent Assist.
Streamline customer support with RingCentral AVA Agent Assist
Deliver instant answers
Empower agents with real-time, AI-generated solutions that eliminate manual searches and reduce hold times.
Guide every interaction
Deploy dynamic checklists that track live progress, ensuring 100% compliance and a "perfect path" to resolution.
Optimize calls in real time
Use live sentiment and behavioral insights to help agents recover at-risk calls in the moment.
Exceed customer expectations
Improve resolution rates and brand consistency by surfacing the right information and guidance at the right time.
Experience our AVA Agent Assist features in action
Happy agents, happy customers
Improve agent performance at every step with real-time AI assistance.
REAL-TIME AI ASSISTANCE
Empower every agent with live AI guidance
Empower your agents with real-time assistance and guidance.
Provide instant answers to customer questions
AI Agent Assist surfaces answers from your web page, FAQ guides, CRMs, troubleshooting manuals, and more.
Ensure a consistent customer experience
Guide agents through complex interactions with dynamic real-time checklists.
Turn agents into empathy experts
Help agents course correct with real-time scoring and behavioral coaching.
ENHANCED PERFORMANCE
Elevate the standard of customer service
AVA Agent Assist helps agents solve customer issues quickly, consistently, and independently.
Reduce average handle time
Eliminate manual, frantic searches of multiple documents with instant AI-powered answers.
Increase first-contact resolution
Remove guesswork and provide the right solution to customers.
Minimize escalations and transfers
AVA Agent Assist reduces the need for supervisor escalations or transfers to other agents.
OPERATIONAL EXCELLENCE
Deliver faster service and elevate CSAT scores
Empower your agents with real-time assistance and guidance.
Reduce training time
Build agent competence in days—not weeks or months—with an AI coach on every call.
Increase agent retention
Ease stress, prevent burnout, and engage your agents with tools that make customer service effortless and efficient.
Enhance customer satisfaction
Delight customers by eliminating long holds and frequent transfers.
Trusted by over 600,000 businesses of all sizes
By cutting call handling times from 10 minutes to just 5, our agents have now doubled their daily call volume. On top of that, we've increased our first contact resolution rates by 35%.
Natalie Bolfeta, Office Operations Manager, ClaimSolution Inc.
50%
Reduction in Average Handle Time
35%
Increase in First Contact Resolution
Real-time agent assist FAQs
Real-time agent assist is AI software that monitors live customer conversations, such as voice or chat, and surfaces guidance to agents as each interaction unfolds, not after it ends.
During a call or chat session, the system transcribes speech in real time, analyzes customer intent and sentiment, and delivers on-screen prompts:
- Relevant knowledge base articles
- Suggested responses
- Compliance reminders
- Real-time coaching insights
Agents get the right information at the right moment without switching tools or putting customers on hold.
Unlike post-call analytics, which identify what went wrong after the interaction ends, real-time agent assist intervenes during the conversation — when corrective action still matters.
The core difference is timing: real-time agent assist operates during a live interaction, while post-call analytics evaluates performance after the call ends.
Post-call analytics identifies coaching opportunities, scores agent performance, and flags compliance gaps, but only after the customer has already hung up. That's valuable for QA and long-term development, but it can't prevent a compliance miss or a frustrated customer in the moment.
Real-time agent assist fills that gap by catching issues as they happen: a missing disclosure, an unanswered objection, a rising sentiment score. The two systems work best together.
Yes, real-time agent assist is one of the most effective tools contact centers use to enforce compliance consistently across every agent and every call.
The system monitors conversations for required disclosures, prohibited phrases, and regulatory triggers as the interaction happens. It provides agents with a visual checklist that guides the agent with questions to ask and information to collect. As it detects these, they are automatically crossed off.
This eliminates the reliance on post-call audits to catch violations that have already occurred and can't be undone. Industries with strict regulatory environments, including financial services, healthcare, and collections, see the strongest compliance ROI from real-time guidance because the intervention window is still open.
The four metrics real-time agent assist most consistently improves are:
- Average handle time (AHT)
- First-contact resolution (FCR)
- Customer satisfaction (CSAT)
- New-hire ramp time
Compliance-focused deployments also see measurable reductions in disclosure miss rates and escalation frequency. Supervisor workload decreases as real-time guidance reduces the volume of calls that require live manager intervention.
RingCentral's AVA Agent Assist, included with RingCX, provides in-workflow guidance to contact center agents without requiring them to leave the platform or switch between tools during live interactions.
AVA Agent Assist surfaces contextual information, including knowledge base content, suggested responses, and workflow cues, directly within the agent's active interaction environment. Because it's embedded in RingCX rather than added on as a separate application, agents access guidance without the context-switching that slows down assist tools built outside the communication platform.
RingCX also includes AVA Supervisor Assist, which gives supervisors real-time visibility into ongoing interactions, including alerts, category monitoring, real-time summaries, and live transcripts.
Create effortless customer experiences with RingCentral
Experience our AI-powered contact center in action.