Updates for AI Conversation Expert (ACE) this quarter are all about clarity and speed. We’ve added new layers to our coaching and discovery features to help you find the signal in the noise faster. Whether you are benchmarking trends or replicating the expert DNA of your top performers, these features provide a clearer view of your business with far less manual effort.

A high-level pulse of your business with Insights

Our Insights executive dashboard has officially moved out of beta and is now live for all ACE for RingEX users. This gives leaders a high-level pulse of their most important business metrics at a glance, removing the need to dig through individual calls. With Insights, leaders can manage six business categories that drive strategy: Customer Intent, Issues, Retention Risk, Competitive Threats, Promotion Effectiveness, and Appointments – all via a centralized view integrated directly into your RingCentral app.

For those on RingCX, these same metrics are available through Interaction Analytics, which adds AI CSAT to monitor satisfaction across 100% of interactions. To keep things running smoothly, new role assignment features automatically ensure every user has the right permissions from day one. Ready to start using Insights? Get started here.

Effortless discovery through natural language

We’ve introduced more natural ways to interact with your data to map user intent to specific business outcomes. With the new Smart Views feature, you can generate complex filter sets simply by typing what you’re looking for in plain English. To keep key research one click away, you can now name and save these filtered states directly in your Tracker and Coaching tabs. Plus, you can personalize your workspace by reordering the navigation bar to put the features you use most front and center.

Targeted coaching and flexible quality management

Our coaching tools are becoming more flexible so managers can identify winning behaviors and replicate them with less legwork. Admins can now mark AI Scorecard questions as mandatory or optional, which allows for nuanced scoring while ensuring your critical standards are always met. A new Tracker Distribution report identifies exactly which agents are handling interactions tied to specific behaviors, helping you spot coaching needs immediately. We’ve also streamlined navigation into focused Review Stats and Activity tabs, featuring metrics like “Plans Reviewed” to help you monitor coaching consistency over time.

Visualizing global trends while protecting your data

Strategic data is most valuable when it’s easy to interpret and secure globally. The redesigned Tracker Dashboard now features historical charts that show activity over time, allowing you to benchmark multiple teams or trackers side-by-side. To give you instant context, AI-generated abstractive snippets explain exactly why a specific tracker fired, providing the high-level “why” without needing to read a full transcript. For global teams, UK administrators can automatically mask sensitive identifiers like NHS numbers and Tax IDs , and we’ve added full Portuguese language support. Finally, sentiment data is now accessible via API, making it easy to log customer satisfaction signals directly in your CRM.

Faster path to value with the ACE Onboarding Wizard

The new ACE Onboarding Wizard makes it easier than ever for admins and managers to hit the ground running. This intuitive, guided experience helps you walk through key configurations and discover core features in minutes, ensuring your team is ready to go from day one. By streamlining the setup process, we’ve made it even simpler to move from initial sign-up to actionable business intelligence, so you can spend less time configuring and more time leading.

Bottom line

Q1 isn’t just an update, it’s an upgrade for your strategic vision. By putting high-level executive insights at your fingertips and turning complex research into a simple conversation, ACE transforms raw interaction data into your most powerful competitive asset. Whether you are tracking the core drivers of your business strategy or replicating the expert DNA of your top performers, ACE ensures your leadership team is moving with absolute clarity, total compliance, and zero friction.

Originally published Apr 28, 2026