Intelligent virtual agents that work for you

Offer both voice and digital self-service capabilities to your customers with intelligent virtual agents (IVA) powered by conversational AI.
Join the waitlist
See pricing
A woman booking a flight on her mobile phone with the help of RingCentral RingCX IVA Pro

Always-on service

Serve customers 24/7 on any channel with intelligent virtual agents, eliminating long wait times when live agents are busy.

Bring your own IVA

Deploy an intelligent virtual agent in minutes by selecting from pre-built integrations or an IVA of your choice.

Powerful insights

Track historical and real-time performance with customizable dashboards to identify and optimize top workflows and customer channels.

Continuous value

Reduce customer service costs with a scalable virtual agent that has self-learning capabilities for minimal upkeep and future-proofing.

Take a quick tour of our agent workspace

Experience our AI-powered contact center in action, and see how easy it is to create the best customer experiences.
Play video: RingCX: Effortless Customer Experiences with AI

Create effortless experiences with conversational AI 

SELF SERVICE

Streamline the customer journey

A RingCentral bot installed in an online store to assist customers
SELF SERVICE

Streamline the customer journey

Assist customers at any time, on any channel

Built-in AI is immediately available to help your customers, no matter which channel they reach out on.

Automate solutions for common issues

Deflect routine inquiries so your human agents can focus on the complex ones where they are needed.

Have natural conversations with customers

Say goodbye to clumsy chatbots with limited responses and let interactions flow like a human conversation.
EFFORTLESS SETUP

Configure an IVA easily – no coding required

EFFORTLESS SETUP

Configure an IVA easily – no coding required

Deploy your IVA in minutes

Get an intelligent virtual agent up in no time with a visual, drag-and-drop interface, and prebuilt templates for common use cases and verticals.

Train using your existing content

Automatically generate a powerful Q&A framework with your existing knowledge base, then watch it learn continuously.

Access actionable reporting & analytics

Combine real-time and historical metrics with a platform that continuously learns over time to future-proof your virtual agent investment.
Image of Quick replies feature of RingCentral RingCX IVA Pro
 EFFICIENT OPERATIONS

Offer instant support, while reducing costs

A man looking at the deflection rate and calls in queue using the RingCentral RingCX IVA Pro on his laptop
EFFICIENT OPERATIONS

Offer instant support, while reducing costs

Boost customer satisfaction

Utilize an intelligent virtual agent to reduce wait times and increase first contact resolution (FCR).

Reduce costs with self-service

Deflect routine queries and tasks to an intelligent virtual agent that leverages natural language processing (NLP), conversational AI, interactive voice response (IVR), and other advanced technologies.

Enable self-service for endless use cases

Leverage intelligent virtual agents for automation, information triage, customer surveys, and more.

The complete contact center solution

Bring all your employee and customer experiences together with RingCentral.
RingCentral's CRM integrations

Set up an intelligent virtual agent in RingCX

Implement quickly

Set up your IVA through the admin interface with guided steps from configuration to deployment. Choose pre-built templates or create custom solutions for your needs.

Customize your IVA solution

Configure your IVA to handle specific interactions, set routing rules, and establish escalation protocols. Leverage your existing knowledge base to train your virtual agent.

Integrate across channels

Configure your virtual agent to work across voice, chat, and messaging platforms. Integrate with your existing contact center for efficient inquiry handling and seamless transfers.

Optimize performance

Monitor performance with RingCX tools. Track metrics, analyze interactions, and refine responses to improve customer service.

Intelligent virtual agent FAQs

An Intelligent Virtual Agent (IVA) is an AI-powered software application that interacts with customers in natural language to provide automated customer service, support, and engagement across multiple channels. an IVA combines advanced natural language processing, machine learning, and automation capabilities to understand and respond to customer inquiries in a human-like manner.

Unlike basic automated systems, IVAs can handle complex conversations, learn from interactions, and seamlessly integrate with knowledge bases and existing business systems to provide personalized support. They can understand context, remember previous interactions, and adapt their responses based on customer history and preferences.
While traditional chatbots and IVAs may seem similar at first glance, intelligent virtual agents represent a significant evolution in automated customer service technology. Traditional chatbots typically follow pre-programmed rules and can only handle simple, structured conversations with limited response options. IVAs, on the other hand, leverage sophisticated AI to understand natural language, interpret customer intent, and engage in more dynamic, context-aware conversations.

Key differences include:
  • Natural Language Understanding: IVAs can interpret complex queries, understand various phrasings of the same question, and maintain context throughout a conversation, while chatbots often require exact keyword matches.
  • Learning Capabilities: IVAs continuously improve their performance through machine learning, adapting to new scenarios and customer interactions, whereas traditional chatbots maintain static response patterns.
  • Integration Depth: IVAs can deeply integrate with business systems to access customer data, process transactions, and provide personalized service, going beyond the surface-level interactions typical of basic chatbots.
  • Multi-intent Recognition: Advanced IVAs can understand multiple customer intentions within a single message and address them comprehensively, rather than handling only one simple request at a time.
Intelligent Virtual Agents combine multiple advanced technologies to deliver automated customer service that closely mimics human interactions. At their core, IVAs process and respond to customer inquiries through a sophisticated system of AI-driven components working in harmony with your contact center infrastructure.

Natural Language Processing and Understanding

The foundation of IVA functionality lies in its natural language processing (NLP) capabilities. When a customer initiates contact, the IVA first converts their input – whether voice or text – into data it can analyze. Through natural language understanding (NLU), it breaks down this information to identify:
  • Intent recognition - determining what the customer wants to accomplish
  • Entity extraction - identifying specific pieces of information like dates, account numbers, or product names
  • Sentiment analysis - gauging the customer's emotional state and level of urgency
Contextual Response Generation

Once the IVA understands the customer's request, it accesses its knowledge base and integration points to formulate an appropriate response. This process involves:
  • Context management - maintaining awareness of the conversation history
  • Business logic integration - applying relevant business rules and procedures
  • Dynamic response generation - creating natural, contextually appropriate replies
Integration with Contact Center Systems

IVAs operate as part of the broader contact center ecosystem by:
  • Connecting to customer databases to access account information and history
  • Integrating with backend systems to process transactions and updates
  • Coordinating with routing systems to transfer conversations to human agents when needed - with full context of the conversation
  • Logging interaction data for reporting and analytics purposes
Machine Learning and Continuous Improvement

Modern IVAs employ machine learning to enhance their performance over time:
  • Pattern recognition from successful interactions
  • Adaptation to new customer inquiry types
  • Refinement of response accuracy based on customer feedback
  • Learning from human agent interventions and corrections
Real-time Decision Making

During each interaction, IVAs make split-second decisions about:
  • Whether they can handle the inquiry or need to escalate to a human agent
  • Which information sources to query for the most relevant response
  • How to personalize the interaction based on customer history
  • When to proactively offer additional assistance or information
Intelligent Virtual Agents (IVAs) can seamlessly integrate with RingCX to transform your contact center operations into a modern, efficient customer service powerhouse. By combining advanced AI self-service capabilities with RingCentral's comprehensive contact center platform, businesses can deliver exceptional customer experiences while optimizing operational costs.

With RingCX's integrated IVA solution, organizations can now handle customer inquiries across multiple channels simultaneously, ensuring consistent service quality whether through voice, chat, or messaging platforms. This powerful combination enables businesses to scale their customer service operations without compromising on personal touch or response times.
Implementing intelligent virtual agents transforms contact center operations by delivering measurable improvements across customer satisfaction, operational efficiency, and cost management. Modern IVAs serve as a cornerstone of successful customer service strategies, providing value to both customers and businesses through automated, intelligent interactions.
Improved customer experience
IVAs revolutionize customer service accessibility by eliminating traditional pain points in customer support. With 24/7 availability, customers receive immediate responses to their inquiries without experiencing frustrating wait times or queue delays. This constant availability ensures that simple queries are resolved instantly, while simultaneously reducing interaction volumes for human agents. As a result, customers with more complex issues experience shorter wait times and receive more focused attention.

The consistency of IVA responses also ensures that customers receive accurate, standardized information across all channels, whether they're reaching out through chat, voice, or messaging platforms. This omnichannel consistency, combined with personalized interactions based on customer history, creates a more satisfying and efficient support experience.
Greater agent efficiency
By handling routine inquiries automatically, IVAs allow human agents to focus their expertise on complex customer issues that require critical thinking and emotional intelligence. This strategic distribution of work not only improves agent job satisfaction but also leads to better resolution of challenging customer situations. Agents spend less time answering repetitive questions and more time solving unique problems, ultimately leading to improved service quality for issues that genuinely require human intervention.

The AI-powered system also supports agents by providing them with relevant customer information and interaction history when transfers occur, ensuring seamless handoffs and preventing customers from having to repeat information. This collaborative approach between IVAs and human agents creates a more efficient and effective customer service ecosystem.
Enhanced efficiency and cost-savings
The implementation of IVAs delivers significant operational benefits through automated handling of routine customer interactions. This automation reduces the need for additional staffing during peak periods while maintaining high service levels. Organizations typically see substantial cost savings through reduced call center operations expenses, lower training costs, and decreased need for after-hours staffing.

Beyond direct cost savings, IVAs improve overall operational efficiency through consistent performance metrics, reduced error rates in routine transactions, and the ability to scale customer support operations without proportional increases in overhead. The system's ability to learn and improve over time means that efficiency gains continue to accumulate, providing ongoing return on investment through enhanced productivity and streamlined operations.
Intelligent virtual agents serve diverse purposes across various industries, adapting to specific business needs. In healthcare, IVAs handle appointment scheduling, prescription refills, and basic medical inquiries. Financial institutions utilize them for account balance checks, transaction monitoring, and basic banking services. Retail businesses employ IVAs for order tracking, product information, and return processing.

Other common applications also include:

In telecommunications, IVAs manage technical support, service upgrades, and billing inquiries. E-commerce platforms use them for inventory checks, shipping updates, and product recommendations. Travel and hospitality sectors leverage IVAs for booking assistance, itinerary management, and travel updates.
Successful IVA implementation starts with defining clear objectives and understanding your customer service needs.

Begin by identifying high-volume, routine inquiries that can be automated effectively. Ensure your IVA integrates seamlessly with existing systems, including your CRM and knowledge base.

Follow these implementation best practices:
  • Start with a focused scope and gradually expand capabilities based on performance data.
  • Train your virtual agents using real customer interaction data to improve accuracy.
  • Establish clear escalation paths to human agents for complex issues.
  • Regularly monitor performance metrics and customer feedback to continuously refine and improve the system.
RingCentral's IVA solution is available as part of our RingCX platform, with flexible pricing options designed to accommodate businesses of all sizes. The cost varies based on factors such as monthly interaction volume,, number of channels, and specific features required.

Contact our sales team for a customized quote that aligns with your business needs and usage requirements.

Your investment includes comprehensive support, regular updates, and access to our advanced AI capabilities. RingCentral offers scalable pricing models that grow with your business, ensuring you only pay for the capabilities you need while maintaining the flexibility to expand as your requirements evolve.
 
Create effortless customer experiences with RingCentral
Experience our AI-powered contact center in action.
Contact sales
See pricing