RingCentral has expanded AIR Pro with new agentic AI capabilities across RingCX, enabling automated customer interactions, intelligent handoffs, and AI-powered workflow management.
RingCentral, a customer engagement and cloud communications platform provider, has expanded its AIR Pro offering with new agentic AI capabilities across its customer engagement portfolio, including RingCX.
The update introduces AI agents designed to automate customer interactions, support proactive outreach, and improve collaboration between AI systems and human agents. The enhancements also strengthen customer context management, enabling agents to access previous interactions, connected system data, and conversation history without requiring customers to repeat information.
The move reflects the growing adoption of AI-powered customer engagement tools as organisations look to improve service efficiency while maintaining personalised customer experiences.
Expanding AI Across Customer Engagement
“Our announcement today is about expanding AIR Pro and adding key updates to RingCX as we make progress toward our vision of AI agents and humans working together. The addition of native AI agents, along with autonomous outreach, intelligent handoffs, and our AI workflow builder for RingCX, helps businesses improve customer experiences and achieve measurable results,” said Jim Dvorkin, Senior Vice President, Customer Experience Products, RingCentral.
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The new capabilities include native AI agents embedded within RingCX workflows, autonomous outreach triggered by real-time events such as payment reminders and service updates, and intelligent handoffs that transfer customer interactions to live agents while preserving full conversation context.
RingCentral has also introduced an AI workflow builder that allows businesses to create customer service workflows using natural-language prompts, along with AI-powered analytics that help supervisors retrieve performance insights via conversational queries.
Supporting Contact Centre Performance
The company has expanded its workforce engagement management capabilities with live screen monitoring, enabling supervisors to observe customer interactions in real time and provide coaching support when needed.
RingCentral has also added WhatsApp Voice support to RingCX, enabling customers to transition from messaging to voice without leaving the WhatsApp platform.
According to RingCentral, more than 1,700 businesses have adopted RingCX, with over half currently using AI capabilities. As organisations continue investing in AI-driven customer engagement, agentic AI is emerging as a key area of focus for improving automation, operational efficiency, and customer experience outcomes.
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