RingCentral, Inc. has announced the expansion of AIR Pro™ to deliver agentic AI capabilities across the RingCentral customer engagement portfolio. The expansion includes new capabilities within RingCX™ that help businesses with end-to-end customer resolution, automated outreach, and intelligent hand-offs. These enhancements strengthen how customer context is captured and carried within RingCX, ensuring that when a conversation transfers to a live agent, that agent has a more complete picture including prior interactions, data from connected systems via APIs, and relevant recordings without having to ask the customer to repeat themselves. The context layer continuously informs itself, getting smarter with every interaction.
RingCentral expands AIR Pro with native AI agents, autonomous outreach, and intelligent handoffs in RingCX.
Native AI agents handle inbound and outbound interactions across voice and digital channels within RingCX workflows.
Autonomous Outreach enables AI agents to proactively initiate conversations triggered by real-time events.
Intelligent Handoffs transfer conversations to live agents with full customer history and CRM data.
AI-powered Workflow Builder allows natural language creation of workflows without coding.
More than 1,700 businesses have adopted RingCX, up over 70% year-over-year, with over half utilizing AI.
RingCentral highlighted its latest innovations at Customer Contact Week (CCW) Las Vegas 2026, rolling out several key updates to RingCX. Jim Dvorkin, SVP of Customer Experience Products at RingCentral, commented, "RingCentral offers the broadest range of customer engagement solutions that address both informal and formal contact center requirements. 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. Our innovations for RingCX continue to be well received by our customers. The addition of native AI agents, along with autonomous outreach, intelligent handoffs, and our AI powered workflow builder for RingCX helps businesses improve customer experiences and achieve measurable results."
Native AI agents are embedded directly into RingCX workflows, helping with inbound and outbound interactions across voice and digital channels. For example, a business can run multi-step workflows from start to finish, such as confirming an appointment, handling verification, and updating a record all within a single call. This native integration ensures that AI agents operate seamlessly within existing customer engagement processes, reducing the need for complex integrations or additional tools.
Autonomous Outreach leverages AI agents to proactively initiate conversation outreach triggered by real-time events such as appointment reminders, payment notifications, and service updates. For instance, when a credit card payment is missed, AIR Pro calls the customer, confirms the outstanding balance, offers payment options, and processes the payment over the phone. This capability transforms customer engagement from reactive to proactive, enabling businesses to address issues before they escalate and improving overall customer satisfaction.
When a conversation requires human judgment or empathy, AI agents in RingCX can transfer seamlessly to live agents, carrying full customer history and CRM data so the conversation continues without interruption, repetition, or lost context. This intelligent handoff capability ensures that customers do not have to repeat themselves when transitioning from AI to human agents, significantly improving the customer experience and reducing frustration. The context layer continuously informs itself, getting smarter with every interaction.
The AI-powered Workflow Builder provides a natural language interface for building RingCX workflows on-demand. Customers can prompt commands through RingCX's AI Virtual Assistant (AVA) describing what they need, and it creates a workflow automatically without coding or technical resources required. Additionally, AI-powered RingCX Analytics enables business and contact center leaders to prompt questions through AVA within the RingCX interface to retrieve answers and specific metrics. For example, a newly hired supervisor can ask, "What report should I use to see an agent's attendance and performance?" and AVA surfaces the answer instantly.
RingCentral's native WEM solution, called RingWEM, brings together AI Quality Management, AI Interaction Analytics, and AI Workforce Management embedded directly into RingCX. This helps businesses reduce average call handle times and improve customer satisfaction without a fragmented toolset. New RingWEM capabilities include RingWEM with Live Screen Monitoring, which gives supervisors visibility into how agents handle customer interactions with the ability to whisper, coach, or step in without disrupting the customer experience. Supervisors can see the agent's screen in real time and watch how agents address problems while giving coaching suggestions when the conversation is still live.
RingCX supports more than 20 digital channels along with inbound and outbound voice, allowing agents to manage various customer interactions from a single, unified interface. RingCX goes beyond standard support for WhatsApp Messaging and now includes WhatsApp Voice support. With WhatsApp Voice in RingCX, customers can move from a messaging conversation to voice without leaving WhatsApp, and the agent picks up the call with a complete view of the customer journey including a summary of each interaction.
As of the end of Q1 2026, more than 1,700 businesses have adopted RingCX, up over 70% year-over-year, with more than half of them utilizing AI. RingCX customers are achieving measurable results across industries. In healthcare, Sun River Health achieved a 95% first-call resolution rate, 25% above industry standard. In entertainment, The Escape Game reduced costs by 50% while increasing bookings by 7%, and the San Diego Symphony cut box office hold times by 95%. Jaimie Bell, VP of Client Solutions at Office Gurus, shared, "As a RingCX and AIR Pro customer, we're expanding our use of AI to drive a consistent customer experience while also enabling more automated AI and human interactions. The expansion of AI Agents in RingCX, powered by AIR Pro, is really exciting. We're looking forward to it giving us more control and visibility into deploying AI agents at scale without sacrificing the quality our customers expect."
Hayley Sutherland, Conversational AI Analyst at IDC, commented on the industry shift: "The industry is moving beyond AI assistants towards increasingly autonomous AI agents that can participate in customer journeys alongside human workers. Organizations will need a common framework for managing performance, quality, analytics, and governance across both — and having that native to the contact center platform is the right approach. RingCentral's direction reflects its commitment to both supporting its customers with the capabilities needed today, and taking them where the market is headed."
About RingCentral
RingCentral is a global leader in AI–powered customer engagement, delivering an integrated platform for business phone, SMS, contact center, workforce engagement management, video collaboration, and messaging. Powered by advanced AI capabilities, RingCentral delivers intelligence at every phase of the conversation journey — before, during, and after each human interaction. With RingCentral, businesses can work smarter, respond faster, and connect more meaningfully with their customers.
