{"id":39243,"date":"2018-07-30T00:00:00","date_gmt":"2018-07-30T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/why-ai-is-critical-to-the-future-of-customer-engagement\/"},"modified":"2025-05-14T05:19:10","modified_gmt":"2025-05-14T12:19:10","slug":"why-ai-is-critical-to-the-future-of-customer-engagement","status":"publish","type":"post","link":"\/us\/en\/blog\/why-ai-is-critical-to-the-future-of-customer-engagement\/","title":{"rendered":"Why AI is Critical to the Future of Customer Engagement"},"content":{"rendered":"<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-24585\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/artificial-intelligence-concept-picture-id870655548.jpg\" alt=\"\" width=\"1200\" height=\"675\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Traditionally, the role of the agent in the contact center has been vital yet costly. To address these cost concerns, many companies\u2014often challenged with legacy systems\u2014tried to automate customer service experiences with IVR (interactive voice response). Unfortunately, though <a href=\"https:\/\/www.ringcentral.com\/contact-center\/interactive-voice-response.html\">IVR<\/a> 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.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">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. \u00a0<\/span><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/company\/pressreleases\/pressreleases-2018\/RingCentral_Announces_New_Integration_Plans_with_Google_Cloud_Contact_Center_AI.html?BMID=BLOGNEW\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">RingCentral\u2019s announcement last week<\/span><\/a><span style=\"font-weight: 400;\"> about the extension of our partnership with Google Cloud to integrate with <\/span><span style=\"font-weight: 400;\">their new Contact Center AI solution, <\/span><span style=\"font-weight: 400;\">marks yet another exciting step in our commitment to delivering the value of AI for our customers. <\/span><span style=\"font-weight: 400;\">Contact Center AI dramatically improves customer service productivity, as well as the overall customer experience. \u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Together, RingCentral and Google Cloud will collaborate on applying AI in multiple areas of RingCentral Contact Center\u2122, enabling deeper <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-engagement\/\">customer engagement<\/a> 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 <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-interactions\/\">customer interactions<\/a> to agents while simultaneously passing all interaction details\u2014so 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.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">More broadly, AI provides multiple opportunities to enhance customer service experiences, including:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.ringcentral.com\/virtual-agent.html\">Virtual agent<\/a> learning engine improves performance over time based on customer interaction<\/span><span style=\"font-weight: 400;\">. Chatbots and natural language processing (NLP) leverage these continual improvements to solve customer issues faster and more efficiently than before. <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Agent Assistants, powered by AI, NLP, and speech analytics, dynamically support agents by accessing a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/create-knowledge-base\/\">knowledge base<\/a> to gain contextual information inflight. <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">AI-powered routing engines use behavioral analysis to detect intent and optimize <a href=\"https:\/\/www.ringcentral.com\/contact-center\/skills-based-routing.html\">skills-based routing<\/a>, connecting customers to the best available agent to handle the interaction.<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">AI-powered workforce optimization solutions leverage machine learning and improve agent performance over time. <\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Intelligent cross-selling and upselling engines align agent scripts, customer insights, and propensity to buy to power improved performance. <\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">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. <\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Traditionally, the role of the agent in the contact center has been vital yet costly. To address these cost concerns, many companies\u2014often challenged with legacy systems\u2014tried 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, &#8230;<\/p>\n","protected":false},"author":29,"featured_media":39244,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901,4,18391],"tags":[12520,7538,12588,8000,17417,12668,9511,3402,17418,16328,16329,237,8011],"class_list":["post-39243","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","category-customer-experience","category-it-leadership","tag-ai","tag-artificial-intelligence","tag-chatbots","tag-contact-center","tag-contact-center-ai-solution","tag-google-cloud","tag-interactive-voice-response","tag-ivr","tag-ivr-technologies","tag-natural-language-processing","tag-nlp","tag-productivity","tag-ringcentral-contact-center"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Why AI is Critical to the Future of Customer Engagement | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Traditionally, the role of the agent in the contact center has been vital yet costly. 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To address these cost concerns, many companies\u2014often challenged with\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/why-ai-is-critical-to-the-future-of-customer-engagement\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2018-07-30T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-05-14T12:19:10+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/artificial-intelligence-concept-picture-id870655548.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"RingCentral Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"RingCentral Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/why-ai-is-critical-to-the-future-of-customer-engagement\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/why-ai-is-critical-to-the-future-of-customer-engagement\/\"},\"author\":{\"name\":\"RingCentral Team\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\"},\"headline\":\"Why AI is Critical to the Future of Customer Engagement\",\"datePublished\":\"2018-07-30T00:00:00+00:00\",\"dateModified\":\"2025-05-14T12:19:10+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/why-ai-is-critical-to-the-future-of-customer-engagement\/\"},\"wordCount\":451,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/why-ai-is-critical-to-the-future-of-customer-engagement\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/artificial-intelligence-concept-picture-id870655548.jpg\",\"keywords\":[\"AI\",\"artificial intelligence\",\"chatbots\",\"contact center\",\"Contact Center AI solution\",\"Google Cloud\",\"Interactive Voice Response\",\"IVR\",\"IVR technologies\",\"Natural Language Processing\",\"NLP\",\"Productivity\",\"RingCentral Contact Center\"],\"articleSection\":[\"Business &amp; leadership\",\"Customer &amp; employee experience\",\"IT leadership\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/why-ai-is-critical-to-the-future-of-customer-engagement\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/why-ai-is-critical-to-the-future-of-customer-engagement\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/why-ai-is-critical-to-the-future-of-customer-engagement\/\",\"name\":\"Why AI is Critical to the Future of Customer Engagement | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/why-ai-is-critical-to-the-future-of-customer-engagement\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/why-ai-is-critical-to-the-future-of-customer-engagement\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/artificial-intelligence-concept-picture-id870655548.jpg\",\"datePublished\":\"2018-07-30T00:00:00+00:00\",\"dateModified\":\"2025-05-14T12:19:10+00:00\",\"description\":\"Traditionally, the role of the agent in the contact center has been vital yet costly. 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