Great customer experiences drive business growth and customer retention. RingCentral’s suite of AI-powered solutions is changing how businesses manage customer interactions by providing intelligent support before, during, and after every customer touchpoint.
From intelligent call handling that ensures customers reach the right agent immediately, to real-time assistance that empowers agents during conversations, to powerful analytics that drive continuous improvement, RingCentral’s AI ecosystem creates an efficient and highly effective customer experience strategy.
Before the interaction: Smart call handling with AI Receptionist
24/7 intelligent call answering and routing that doesn’t miss a beat
The customer experience journey begins the moment a customer calls your business. RingCentral’s AI Receptionist transforms business communications by handling multiple calls simultaneously, remaining available 24/7, even during peak hours or after closing. It answers calls, handles FAQs, routes inquiries, and sends texts.
With RingCentral’s AI Receptionist, businesses are getting an answering system where:
- Customers implementing the AI Receptionist have reported high efficiency and accuracy in routing calls
- Calls requiring human assistance are reduced by half
- It seamlessly integrates with your existing RingCentral system to provide a comprehensive communication solution
Intelligent call routing with context
Routes callers by names, locations, and context — no more phone menus or wrong transfers that can frustrate customers. This intelligent call handling capability eliminates the frustration of misdirected calls and ensures customers connect with the right person or department immediately. By providing consistent, accurate routing and comprehensive appointment management around the clock, the AI Receptionist sets the foundation for positive customer experiences before human agents even enter the picture.
During the interaction: Real-time AI guidance with RingCX AI Agent Assist and AI Supervisor Assist
Empowering agents and supervisors with intelligent support
Once customers are connected with agents, RingCX provides real-time AI guidance for agents and supervisors, ensuring you never miss a beat with in-the-moment answers and targeted supervisor support during live customer interactions.
Real-time agent assistance
AI Agent Assist leverages existing knowledge-based content to give agents accurate responses instantly. It delivers:
- Effortless setup: RingCX AI Agent Assist leverages your existing content, with no manual setup required
- Instant answers: Reduce handle times and streamline interactions by eliminating excess transfers and manual searches
- Better agent performance: RingCX AI Agent Assist quickly builds competence in new agents and increases the retention of existing ones
Live supervisor insights and alerts
For supervisors and coaches, RingCX AI Supervisor Assist provides powerful oversight capabilities:
- Proactive issue detection: Surface negative customer interactions to supervisors using live AI alerts
- Real-time intelligence: Leverage real-time alerts, summaries, and transcripts to monitor multiple interactions effectively
- Faster resolution: Empower supervisors with information and context before coaching, so they can resolve issues and help agents quickly
Measurable operational impact
Effective implementation of these AI features reduces average handle time (AHT) and increases first contact resolution (FCR) for better customer experiences. It also helps onboard agents faster and retain them for longer with out-of-the-box AI coaching and assistance during every interaction.
Personal productivity enhancement with RingEX AI Assistant
Streamlined communication for better customer service
Beyond contact center interactions, RingCentral’s Personal AI Assistant comes standard with every RingEX package, enhancing overall business communications alongside phone, video, and messaging. RingCentral’s AI Call Notes keep track of important action items so you can focus on providing better support to your customers.
This AI-powered productivity enhancement ensures that every customer touchpoint—whether through the contact center or regular business calls—is captured, documented, and actionable.
After the interaction: Comprehensive intelligence and analytics
Turn every conversation into actionable business intelligence and revenue
Your calls are a valuable source of business intelligence. RingCentral’s comprehensive AI analytics suite analyzes every customer interaction so you can eliminate hours of manual review, coach faster, and act on insights. Every call becomes a source of data you can use to drive performance, improve effectiveness, and close more deals.
RingSense: Conversation intelligence for business communications
RingCentral RingSense provides comprehensive post-interaction analysis for RingEX voice calls and video meetings, transforming conversations into useful business intelligence:
- Automated documentation: Eliminate manual call reviews and note-taking
- CRM synchronization: Automatically keep CRMs up to date with conversation data and deal intelligence
- Objection tracking: See top customer objections by rep and deal stage
- Script and sentiment analysis: Understand what works and where calls fall flat
- Performance benchmarking: Spot coaching opportunities based on actual conversation behavior
- Automated tagging: Flag competitor mentions, complaints, and action items automatically
AI quality management: Data-driven coaching at scale
AI Quality Management enables comprehensive analysis of RingCX voice and digital interactions with customer service-specific features. Traditionally, quality management in contact centers relied on manual review of a small sample of interactions. AI Quality Management automates this process, analyzing 100% of interactions and providing managers with AI-generated insights for targeted agent improvement.
Key capabilities include:
- Comprehensive analysis: Analyze 100% of voice and digital interactions, not just samples
- Automated coaching insights: AI-generated recommendations for targeted agent improvement
- Customer service insights: Automatically identifies the top causes of customer frustration
- Automated scorecard playbook and summary: AI evaluates interactions and provides easy access to specific evaluation points in call transcripts
- AI-assisted scorecard calibration: Uses AI to evaluate and suggest improvements for quality assurance scorecards aligned with business objectives
AI Interaction Analytics: Predictive customer satisfaction intelligence
AI Interaction Analytics for RingCX provides advanced customer satisfaction measurement capabilities:
- AI-powered CSAT scoring: Get comprehensive customer satisfaction scores based on analyzing every customer interaction, not just manual survey responses that provide an incomplete view
- Predictive sentiment analysis: Understand how customers feel, not just what they say
- Contextual insights: Identify what drives positive or negative outcomes in interactions
- Churn risk detection: Spot satisfaction trends and potential churn risks early
- Comprehensive view: More accurate customer satisfaction data than traditional surveys with limited or skewed responses
Seamless integration and enterprise-grade reliability
RingSense works right away with RingEX and RingCX for all your calling needs. The platform offers 99.999% availability across 46 countries and top security and third-party certifications, ensuring enterprise-grade reliability for businesses of all sizes.
The integrated AI advantage: A complete customer experience ecosystem
What sets RingCentral’s AI solutions apart is their seamless integration across the entire customer interaction lifecycle. Trusted by over 400,000 businesses of all sizes, the platform creates a comprehensive ecosystem where:
- AI Receptionist provides intelligent call handling and efficient and accurate call routing
- RingCX AI Agent Assist provides real-time guidance during interactions
- RingCX AI Supervisor Assist helps surface calls where supervisor intervention is needed
- RingEX AI Assistant captures and documents every important detail
- RingSense transforms conversations into actionable intelligence
- RingCX AI Quality Management provides a comprehensive view of agent performance
- RingCX AI Interaction Analytics provides predictive AI CSAT for every call
This integrated approach delivers measurable benefits, including reduced handle times, increased first-contact resolution, improved customer satisfaction, and enhanced agent performance—all while providing deep business intelligence that drives continuous improvement.
Conclusion: The future of customer experience is AI-powered
RingCentral’s comprehensive AI ecosystem represents the evolution of customer experience management. By providing intelligent support before, during, and after every customer interaction, businesses can deliver consistently exceptional experiences while gaining valuable insights that drive continuous improvement and growth.
The integration of 24/7 AI call handling, real-time assistance, and comprehensive conversation intelligence creates a powerful foundation for customer experience excellence. Organizations that leverage this complete AI ecosystem position themselves not just to meet customer expectations, but to exceed them consistently while building stronger, more profitable customer relationships.
Trusted by over 400,000 businesses worldwide, RingCentral’s AI solutions are helping companies across industries transform their customer experience strategy.
Originally published Jun 30, 2025
