Pick a topic

Why AI is Critical to the Future of Customer Engagement

Ring Central Blog


URL copied
2 min read

Traditionally, the role of the agent in the contact center has been vital yet costly. To address these cost concerns, many companies—often challenged with legacy systems—tried to automate customer service experiences with IVR (interactive voice response). Unfortunately, though IVR technologies cut costs up front, they ultimately frustrate users because IVRs cannot replace that human touch, leaving callers lost in menus and unable to find answers.

More recently, however, artificial intelligence (AI) has arrived, with the potential to redefine a new customer service experience that delivers seamless high-value interactions with an intelligent system that solves issues faster and more accurately than ever before.  

RingCentral’s announcement last week about the extension of our partnership with Google Cloud to integrate with their new Contact Center AI solution, marks yet another exciting step in our commitment to delivering the value of AI for our customers. Contact Center AI dramatically improves customer service productivity, as well as the overall customer experience.  

Together, RingCentral and Google Cloud will collaborate on applying AI in multiple areas of RingCentral Contact Center™, enabling deeper customer engagement and improving the productivity of agents. For example, rather than relying on just contact center agents to provide insights into a customer query, now companies can use AI to offer high-value customer service by leveraging knowledge workers or experts from within the enterprise. When a live agent is required for a personal one-to-one experience, AI can seamlessly hand off customer interactions to agents while simultaneously passing all interaction details—so the agent picks up right where the system left off. AI performance will also improve over time with every interaction as the system learns continuously, building upon the knowledge to offer better service levels.

More broadly, AI provides multiple opportunities to enhance customer service experiences, including:

Our commitment to customers is to deliver products that greatly improve the productivity of their teams while also enhancing the experience of their customers. The opportunity present with AI in the contact center delivers exactly that.

Originally published Jul 30, 2018, updated Aug 27, 2020

Up next

Business leadership, IT leadership

Going from AI Hype to Competitive Advantage—Here’s What We Learned at Google Next from Four AI Leaders

According to Irwin Lazar, research leader at Nemertes Research, artificial intelligence (AI) was the “topic du jour” at Google Next 2018, held in San Francisco in late July.  RingCentral announced plans for its new integration plans with Google Cloud Contact Center at the event.  Lazar was part of a panel at Google Next that dissected ...


URL copied

Related content

Business leadership, Customer stories

RingCentral Helps Peifer Security Solutions Achieve Two Mission-Critical Company Goals

Customer experience, Small business, SMB customer experience

Running a promotion is not a customer retention program

Customer experience, Small business, SMB customer experience

27 books to build, boost & revitalize your customer service

Before you go...
Get our very best content for free and start working better from anywhere
You’re in! Thanks for signing up. Keep an eye out for our emails in your inbox.
Get the Remote Work Playbook
Everything you need to know in one place
Get the 2021 State of Hybrid Work Report
Learn how businesses are managing a partially remote workforce
You’re in! Thanks for signing up. Enjoy your copy of the Remote Work Playbook.