Every customer interaction holds untapped potential. And many businesses are unsure how to utilize conversation insights to be more intelligent and effortless for both customers and employees.

Agentic AI offers a solution. It goes beyond simple rule-based systems or basic conversational AI. Instead, agentic AI uses advanced generative AI agents that can autonomously handle complex tasks and communicate in a more natural way. RingCentral’s applies this AI technology across its products to help businesses of all sizes achieve better results.

Four ways RingCentral AI is transforming business communications

1. AI Receptionist never misses an opportunity

For many businesses, especially small- and medium-sized enterprises, handling incoming calls efficiently can be a significant challenge. RingCentral AI Receptionist acts as a 24/7 virtual receptionist, answering calls in a conversational manner, accurately routing inquiries, and even scheduling appointments. 

Early adopters report a 50% decrease in time spent on inbound calls, allowing staff to focus on higher-value tasks. April Chastain, Director of Operations for Owen Security noted, “My agents kept asking ‘Is our phone system working?’ because it was so quiet. Now that the AI Receptionist handles more than half of our calls, our phones barely ring anymore.”

2. AI Assistant boosts personal productivity

During interactions, AI Assistant transcribes calls, automatically takes notes, and even summarizes unread team messages. This allows you to be fully present during conversations without worrying about manual documentation. Users reported an average of five minutes saved per note, with active users creating an average of 37 notes weekly.

3. AI Assist for Agents and Supervisors provides real-time guidance for better performance

For contact centers, AI Assist for Agents provides real-time guidance to agents during customer interactions. It analyzes conversations in real-time, offering relevant information and suggested responses. This not only improves agent performance but also leads to more consistent and higher-quality customer experiences.

AI Assist for Supervisors provides real-time insights to surface calls where supervisor intervention is required. Instead of monitoring a dashboard and guessing which agents need help, supervisors are empowered with visual alerts to indicate critical issues. They can use real-time summaries and transcripts to gather critical context before attempting to intervene. 

4. AI Quality Management enables data-driven coaching at scale

Traditionally, quality management in contact centers relied on manual review of a small sample of voice calls and digital interactions. AI Quality Management automates this process, analyzing 100% of interactions and providing managers with AI-generated insights for targeted agent improvement. 

Embers Credit Union shared, “Before using AI Quality Management, I had no way of knowing if a call went poorly unless an agent mentioned it. Now I can quickly identify issues and find the information I need faster than ever. These features have doubled my visibility.”

What’s new for AI in business communications

RingCentral continues to innovate in the AI space with these new features:

  • AI Interaction Analytics: Get a “True AI CSAT” score based on analyzing every customer interaction, not just manual survey responses that provide an incomplete view of sentiment and often have flawed data. This offers a more comprehensive view of customer satisfaction.
  • Automated Scorecard Playback and Summary: As AI evaluates interactions and automatically answers scorecard questions, this capability provides supervisors and quality managers an easy way to go directly to the point in the call transcript where the evaluation occurred. 
  • AI Assisted Scorecard Calibration: This uses AI to evaluate and suggest improvements for quality assurance scorecards to ensure they are in-line with business goals and objectives.

Going beyond insights to action

One of the key advantages of Agentic AI is the ability to provide actionable insights and automation for businesses. Data is the fuel for Generative AI, but it is not enough to simply take a large set of data and produce a large set of insights. The next step is to take those insights and synthesize them into something actionable.

Here are a few examples:

Status quo Actionable insights
Reviewing calls manually to find coaching opportunities Flagging 15 calls where agents struggle with refund requests
Generic email campaign messages Creating customized emails based on data from CRM systems
Identifying top sales performers Recognizing and sharing the tactics used by top sales performers with the rest of the organization

That is the difference between making educated guesses and making data-driven decisions.

Balancing AI with human empathy

As AI becomes more prevalent in business communications, RingCentral emphasizes the importance of balancing technological capabilities with human empathy. 

  • Delivering AI that understands not just what is said but how it is said
  • Delivering AI that is not robotic and pre-programmed, but is conversational
  • Delivering AI that is not designed to replace human empathy, but enhance it with insights and automation

The goal is to create AI that feels natural because it’s built into existing workflows, augmenting human capabilities rather than replacing them.

By unifying functions, experiences, intelligence, and systems, RingCentral aims to create an AI-powered platform that drives meaningful customer and employee experiences that are intelligent, connected, and effortless.

To experience RingCentral’s AI capabilities firsthand, sign up for a personalized demo with our solution engineering team.

Updated Apr 21, 2025