Customer experience (CX) is undergoing a dramatic shift as new technology makes it easier for agents to do their work and deliver better experiences. Today, delivering standout CX is no longer just about being present on digital channels; it’s about anticipating needs and connecting every interaction with precision and consistency.
AI, and especially agentic AI, is at the core of this change, transforming customer engagement by unifying once-disconnected systems and teams. Businesses are now able to set a new standard for customer interactions.
Let’s take a closer look at how AI is changing CX and what it means for organizations striving to exceed customer expectations.
1. The end of fragmented customer journeys
For years, businesses have faced a familiar challenge: disconnected communication systems. Customers are often passed between departments, forced to repeat themselves, leading to frustration, inefficiency, and missed opportunities.
Last week at CCW Las Vegas 2025, we unveiled a major step forward in solving this problem: Customer Journey Analytics.
Built to bridge the gap between RingEX (our UCaaS solution) and RingCX (our CCaaS solution), Customer Journey Analytics gives you a complete, end-to-end view of the customer call journey across your organization.
With this level of insight, you’re not just improving customer experience, you’re identifying what’s causing unnecessary transfers in the first place. For example, you can now see how many calls are moving from RingCX agents to RingEX users and start asking:
Where are the handoff gaps? What training or information do agents need to resolve issues sooner?
This visibility empowers teams to streamline workflows, close knowledge gaps, and deliver faster, more contextual support, reducing repetition for customers and lifting performance for agents.
No more lost context between systems. Now, every voice interaction is part of a continuous, intelligent conversation.
As Jim Dvorkin, our SVP of Customer Experience Products, puts it: “What we’re delivering is complete customer intelligence—comprehensive analytics that capture every voice conversation detail. When you can see the full customer journey and have AI actively improving every interaction in real-time, that’s when breakthrough customer experiences happen.”
2. AI as the ultimate partner for customer service agents
While AI is transforming the customer experience, it’s also revolutionizing the way customer service agents work. The days of agents scrambling through the company’s knowledge bases and multiple documents on their desktops while on calls are coming to an end.
Enter AI Agent Assist, now generally available from RingCentral. This intelligent assistant instantly surfaces relevant information from across the organization’s knowledge base, providing agents with timely answers informed by a complete customer interaction history.
The results? Nothing short of transformative. Early adopters report:
- 50% reduction in call handling times
- 35% improvement in first contact resolution rates
As Natalie Bolfeta, Office Operations Manager at ClaimSolution Inc., shares: “AI Agent and Supervisor Assist have been a game-changer for our customer service team. By cutting call handling times from 10 minutes to just 5 minutes, our agents have been able to double their daily call volume, going from 20 to 40 calls per day.”
3. Predictive analytics: Staying ahead of customer needs
The next frontier in CX is not just responding to customer needs, but anticipating them. This is where AI-powered predictive analytics comes into play.
RingCentral’s AI Interaction Analytics (currently in beta) analyzes 100% of customer interactions to provide sentiment analysis and predictive CSAT scores, without relying on cumbersome, manual post-contact surveys. This allows organizations to identify and address satisfaction issues before they escalate, turning potential detractors into promoters across the entire customer journey.
Coupled with Agent Screen Recording (also in beta) and AI Quality Management, supervisors gain complete visibility by leveraging AI to measure agent performance and workflows as well as customer sentiment. This enables precision decision-making that directly impacts performance and, ultimately, customer satisfaction.
4. The future of CX: Integrated, intelligent, and intuitive
As we look to the future, it’s clear that the lines between different aspects of customer engagement will continue to blur. The silos between UCaaS and CCaaS are breaking down, creating a unified experience that benefits both customers and businesses.
AI is at the center of this transformation, acting as the connective tissue that brings together data, insights, and actions across the entire customer journey. From intelligent routing to real-time assistance for agents, from predictive analytics to personalized customer interactions, AI is enabling a level of service that is more integrated and intuitive.
At RingCentral, we’re committed to leading this revolution. Our latest innovations are just the beginning. We’re building a future where every customer interaction is an opportunity to exceed expectations, where every piece of data contributes to a better understanding of customer needs, and where AI empowers humans to deliver truly exceptional experiences.
Embracing the AI-powered future of CX
The message is clear: businesses that harness the power of AI to create seamless, intelligent customer experiences will be the ones that thrive in the years to come. It’s not just about adopting new technologies, it’s about reimagining what’s possible in customer engagement.
Ready to break down the silos in your customer experience? To leverage AI not just as a tool, but as a transformative force in your business? The future of CX is here, and it’s powered by AI.
Join us for our next AI Real Talk on June 30, where we’ll dive deep into how AI is transforming the way businesses connect with customers and how our AI solutions are empowering teams and truly enhancing every customer conversation.
Register here: https://ringcentr.al/3FCUvp1.
Originally published Jun 18, 2025
