AI Communications
At RingCentral, we are redefining the boundary between human ingenuity and artificial intelligence through the power of Agentic Voice AI. We are dedicated to empowering businesses with autonomous, context-aware tools that don’t just surface data, but actively drive exceptional customer experiences.
By integrating AVA (AI Virtual Assistant) as a proactive participant in your ecosystem, our platform ensures every interaction is seamless, intelligent, and impactful.
Below, we’ll explore how our agentic voice capabilities transform the contact center through key enhancements in AVA Agent Assist, AVA Supervisor Assist, and AI Workforce Management.
AVA Agent Assist: Empowering agents with agentic voice intelligence
We’ve evolved AVA Agent Assist from a passive search tool into a true Agentic Voice AI partner that works side-by-side with your team. By leveraging autonomous reasoning and real-time environmental awareness, AVA acts as an intelligent co-pilot that anticipates needs before an agent even asks.
To ensure precision in complex workflows, AVA now identifies specific customer needs and auto-generates recommended action steps with dynamic AI checklists.
Example: AVA automatically identifies customer intent of checking an order status and brings up the appropriate checklists, checking off steps as they are discussed to ensure 100% procedural compliance.
AVA also maintains constant situational awareness of the “emotional pulse” of a call. It provides instant, agentic feedback to help human agents pivot their approach.
Example: If AVA detects a customer’s rising frustration or notices an agent is speaking too quickly, it triggers a subtle alert to “slow down” or suggests a specific de-escalation phrase.
Through these enhancements, AVA Agent Assist delivers measurable business transformation:
- Slashed handle time and superior FCR: By providing contextual guidance, AVA empowers agents to resolve issues on the first attempt, significantly lowering Average Handle Time (AHT).
- Bulletproof compliance: Agentic guidance ensures every agent, from a trainee to a veteran, follows the same verified protocols and asks the essential questions every single time.
- Elevated CSAT through course correction: By providing agents with a “mirror” of their own performance and the customer’s mood in real-time, your team can proactively save at-risk interactions before the call ends.
AVA Supervisor Assist: Autonomous team orchestration
Supervisors now have even greater control and insight into their teams with the updated AVA Supervisor Assist tools. Businesses can define trackers, such as key phrases or situations that come up in live conversations and automatically apply a category to them.
The categories are visible on the Supervisor Console to help identify high-risk interactions. For example, AI trackers can highlight negative patient sentiment. Supervisors now receive AI-driven alerts when an agent or customer needs immediate support.
Alerts and AI trackers, combined with real-time summaries and transcripts help provide supervisors timely guidance and full context in up to half the time than it would take when monitoring a conversation manually. Supervisors enter each conversation fully informed, reducing handle time and increasing first contact resolution.
AI Workforce Management: Autonomous optimization and scheduling
True agentic AI doesn’t just assist on calls, it optimizes the very structure of your workforce. Our AI Workforce Management (WFM) takes resource optimization to the next level by predicting volatility and empowering agent autonomy.
We have enhanced the capabilities of AI Workforce Management with anomaly detection. The system acts as an autonomous data scientist, scanning historical call volumes to identify and flag outliers and data shifts. Workforce analysts can leverage these insights to identify and address issues before they become mission critical problems that negatively impact operations.
We are also dismantling the traditional, rigid bidding process. Instead of forcing agents to commit to static weekly schedules, AI WFM is introducing “gig-style” flexibility. Agents gain unprecedented autonomy by bidding on individual days, specific shifts, or even partial shifts that fit their lives.
By replacing manual, ad-hoc processes with an intelligent, self-adjusting scheduling engine, businesses see a massive lift in operational efficiency and agent retention. You get the right person, in the right seat, at the exact moment the customer needs them.
Transform customer experience with RingCX
The latest AI enhancements empower agents, supervisors, and workforce planners, reflecting our unwavering commitment to providing a superior customer experience platform. These upgrades are designed to save time, improve accuracy, and ultimately strengthen the relationship between businesses and their customers.
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Originally published Mar 11, 2026
