RingCentral Announces New AI-Powered Capabilities for RingCX
Introducing native real-time agent and supervisor assist, coaching insights for quality management, and bring-your-own IVA framework
Rapid pace of innovation and AI-first approach drives strong customer demand for RingCX
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With over 350 customers on-board since the general availability in
“The latest revolutionary advancements in AI are reshaping the landscape of customer experience, by helping customers, empowering agents, and enabling supervisors to drive business success,” said
“Since we migrated to RingCX, we estimate a 20% time savings for customer success reps due to sophisticated AI-based technology that RingCX delivers,” said
New AI-powered capabilities coming to RingCX include:
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RingCX AI Agent Assist: This new offering from
RingCentral provides real-time, in-call AI assistance for agents. It actively listens to customer interactions and offers contextual suggestions, ensuring more accurate, timely, and personalized resolutions. AI Agent Assist can incorporate existing company resources—such as documents, websites, and knowledge bases—into its suggestions, continuously improving its effectiveness and reducing resolution time.
AI Agent Assist is natively built byRingCentral for RingCX, and offers out-of-the-box capabilities that are easy to use and simple to set up. For enterprises requiring more sophisticated, highly customizable real-time guidance,RingCentral continues to provide solutions through its partnership with Balto, which has seen high adoption among RingCX customers. This dual approach allowsRingCentral to address a wide range of customer needs, from simple out-of-the-box solutions to complex, enterprise-grade capabilities.
- RingCX AI Supervisor Assist: This AI-powered solution monitors customer interactions in real-time, identifying potential issues that require supervisor attention. It proactively alerts supervisors, providing one-click access to detailed transcripts and concise conversation summaries. This enables supervisors to quickly assess situations, determine the best intervention strategies, and support both customers and agents effectively.
- AI Coaching Insights: This new capability of RingSense AI Quality Management automatically analyzes customer interactions for each agent, generating personalized AI-based coaching suggestions to address knowledge gaps. It promotes consistent quality across all customer interactions while automating what was previously a tedious manual process for contact center supervisors and managers. By leveraging AI to review all interactions automatically, it significantly streamlines quality management workflows.
- Bring-Your-Own IVA Framework: RingCX offers a versatile conversational AI platform that allows customers to easily integrate their preferred Intelligent Virtual Agent (IVA) for customer self-service across voice and digital channels. The Bring Your Own IVA framework provides open APIs for quick and seamless integration with any IVA, enabling conversational AI for various use cases such as password resets, order status checks, and other automations. This empowers customers to get quick answers or perform actions without waiting in a contact center queue to speak to an agent. RingCX's IVA ecosystem includes pre-built integrations with leading providers like Yellow.ai, Cognigy, and Google DialogFlow.
These new AI-based capabilities will be available in the coming months through an Early Access Preview program in the
“RingCentral's latest AI additions to RingCX show they've got their finger on the pulse of what contact centers really want and need right now,” said
For more information and to see a preview of the latest AI innovations for RingCX,
For more information, visit https://www.ringcentral.com/ringcx.html.
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1 How AI is Changing Employee & Customer Experiences, Metrigy, 2024
View source version on businesswire.com: https://www.businesswire.com/news/home/20240821115355/en/
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mariana.leventis@ringcentral.com
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