Since its launch in 2023, RingCX has provided purpose-built AI capabilities to help businesses solve specific pain points.
- Intelligent Virtual Agents (IVA): AI-powered virtual agents can autonomously handle a wide array of customer inquiries, to eliminate long hold times and abandonment rates. By delivering swift and efficient responses to help customers solve issues themselves, this frees human agents to focus on more complex issues. This automation not only enhances response times but also ensures consistent service availability.
- AI Assist for Agents: During live agent interactions, AI acts as a real-time assistant, offering agents instant access to relevant information, empowering agents to deliver accurate and personalized support, leading to improved first-call resolution rates and reduced handle times.
- AI Interaction Summaries: Agents can eliminate manual note taking to be more focused on solving customer issues. By automatically generating a summary for every voice and digital interaction, agents benefit from faster after-contact work.
- AI Assist for Supervisors: Instead of relying on guesswork to identify agents in need, supervisors can leverage AI-powered alerts, summaries, and transcripts to quickly surface the interactions where they are needed.
- AI Quality Management: AI analyzes every customer interaction to generate comprehensive summaries and detailed quality management scorecards. These insights provide valuable feedback to agents, enabling them to identify areas for improvement and refine their skills. Additionally, supervisors can leverage these scorecards for performance evaluations and targeted coaching, ultimately driving higher overall service quality.
Now, we’re excited to announce the latest AI enhancements for RingCX.
AI Interaction Analytics
Tracking customer satisfaction (CSAT) is not only one of the most critical aspects of any customer service organization, but it is also one of the most challenging. Collecting customer feedback is a manual process that must be configured either directly following an interaction (“Please stay on the line for a short three question survey about your experience.”) or sometime later through a separate channel (for example, an email survey about a voice interaction).
Relying on manual surveys to track CSAT often results in inaccurate data. Roughly 5-15% of customers fill out post-interaction surveys, giving an incomplete picture of customer sentiment. In addition, the results are often skewed as often the least satisfied or most satisfied customers respond, giving an inaccurate distribution of results. To boost response rates, businesses often offer incentives to fill out surveys. This often results in biased or inaccurate results, as customers either feel obligated to leave positive feedback or provide random responses to fill out the survey as quickly as possible.
Today, we are announcing the availability of the latest feature in RingCX’s AI portfolio: AI Interaction Analytics.
AI Interaction Analytics solves the challenges imposed by manual surveys, providing businesses with automated insights from 100% of customer interactions. Unlike traditional surveys that often provide limited responses, RingCX Interaction Analytics collects CSAT data from 100% of calls. This approach ensures that every customer’s voice is heard, delivering results that accurately represent your entire customer base. As a result, it eliminates the biases that can occur when only considering responses from extreme responders or from customers who are incentivized to provide feedback.
AI Interaction Analytics streamlines the organization process and analyzes responses to automatically determine CSAT, Net Promoter Score (NPS), and overall customer sentiment. Thus, businesses can spend more time acting on insights rather than calculating them. AI Interaction Analytics helps business visualize CSAT trends over time, compare agent performance, and uncover actionable insights instantly. With intuitive dashboards tailored to their needs, decision-makers can prioritize high-impact changes that improve CSAT scores.
With AI Interaction Analytics, businesses will see enhanced customer satisfaction, improved agent performance, and increased operational efficiency.
Attending Enterprise Connect? Come visit us at Booth 307 to see AI Interaction Analytics in action.
To sign up for early access, visit https://www.ringcentral.com/ringcx/workforce-engagement-management.html .
AI Quality Management enhancements
Since its launch at Enterprise Connect in 2024, RingCX’s AI Quality Management has redefined the concept of Quality Management, making it accessible for businesses of any size. With the ability to review and score 100% of calls with an out-of-the-box ready AI model or AI-powered custom scorecards, RingCX customers could get a comprehensive view of all of their calls, with AI coaching insights, tracking of key topics, objections, and competitor mentions, and identification of the root cause of customer frustration. With these insights, a supervisor can even generate targeted development plans focused on each agents’ strengths and weaknesses.
Now we are further enhancing AI Quality Management to help customers get even more benefit:
Omnichannel Quality Management
Customers can now leverage the insights of AI Quality management for digital channels as well. Whether they use SMS, chat, or email, they now have a full omnichannel view of performance.
AI Assisted Scorecard Calibration
Creating objective questions for agent scorecards has traditionally been a resource-intensive, time-consuming process for quality managers. The new AI Assisted Scorecard Calibration capability provides guidance in developing scorecards, ensuring clarity and objectivity by defining entities, identifying actions, and evaluating if there is clear success criteria for each question. It also analyzes existing scorecards and provides data-driven recommendations to improve questions over time and identifies obsolete or ineffective questions.
This enhancement saves time, reduces resource needs, and helps keep scorecards aligned with business goals.
Automated scorecard playback and summary
This enhancement allows agents and supervisors to pinpoint exactly why the AI reviewed a specific question in the scorecard. With one click, the user can go directly to the point in the call transcript that the AI evaluated and filled in the scorecard.
Multi-manager support
Many organizations have a structure where agents have dotted-line managers that have oversight responsibilities but are not the direct manager of the agent. AI Quality Management now allows businesses to define an additional manager that can view interactions and provide feedback. This enhancement will allow agents to get more comprehensive feedback on their performance.
To learn more about AI Quality Management, visit https://www.ringcentral.com/ringcx/workforce-engagement-management.html
Originally published Mar 17, 2025
