RingCentral expands AIR with SMS, call queue automation, Shopify, Calendly, and WhatsApp integrations to deliver always-on AI-powered customer engagement.
RingCentral has announced new capabilities for its AI Receptionist (AIR) platform, expanding the solution across messaging, scheduling, ecommerce, and customer engagement workflows.
The release introduces AI-powered SMS inboxes, call queue automation, Shopify and Calendly integrations, WhatsApp support, and multilingual AI capabilities, designed to help organisations respond instantly across customer communication channels.
According to RingCentral, businesses increasingly need customer engagement systems that operate continuously across calls, messaging, bookings, and support requests without increasing operational headcount.
AIR is currently used by more than 11,800 businesses to automate customer interactions, extend after-hours support, manage overflow enquiries, and improve customer responsiveness.
“AIR is quickly becoming the digital team member that SMBs and mid-market businesses can’t imagine working without. Whether it’s a customer call, message, booking request, or overflow inquiry, AIR ensures every opportunity gets handled,” said Joe Fahrner, Vice President of Growth, AI Products, RingCentral.
Expanded Cross-Channel Customer Engagement
As part of RingCentral’s Customer Engagement Bundle (CEB), AIR now supports shared SMS inboxes and call queues for automated cross-channel customer interactions.
AIR for Shared SMS Inbox
AIR can now automate customer communication across both calls and text messages, enabling businesses to answer enquiries, share information, and schedule services via SMS.
AIR for Call Queues
AIR now integrates with call queues to manage overflow demand during peak periods or when agents are unavailable.
The capability allows organisations to reduce wait times by automatically answering questions, scheduling appointments, and capturing follow-up requests.
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New Integrations for Customer Workflows
RingCentral also introduced several integrations designed to extend AIR across existing customer engagement systems:
- Shopify Integration: Enables AIR to answer order status and customer support enquiries directly through Shopify workflows.
- Calendly Integration: Supports autonomous appointment scheduling over the phone using existing calendars, reminders, CRMs, and payment tools.
- WhatsApp Integration: Extends AIR capabilities to WhatsApp for AI-powered messaging interactions.
According to RingCentral, the integrations are designed to reduce operational inefficiencies by connecting AIR directly with existing business systems and workflows.
Multilingual AI Customer Support
AIR now includes automatic multilingual detection and real-time language switching, supporting 10 languages, including English, Spanish, French, Italian, German, and Portuguese.
The platform can automatically recognise the language a customer is speaking and continue the interaction in the same language without manual intervention.
Customer Results
Keller Interiors deployed AIR across 33 locations to manage high call volumes and reduce operational pressure without adding headcount.
According to the company, wait times dropped from 12 minutes to 90 seconds, and customer satisfaction scores increased within 4 months. Maple Federal Credit Union also implemented AIR to reduce hold times and streamline member service operations across branches.
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