RingCentral has expanded its AIR Pro offering with new agentic AI capabilities across its customer engagement portfolio, including updates to RingCX designed to support automated customer interactions and improve the flow of information between AI and human agents.
“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,” said Jim Dvorkin, SVP of Customer Experience Products at RingCentral.
“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.”
The new capabilities include native AI agents that can manage inbound and outbound interactions across voice and digital channels, autonomous outreach triggered by events such as appointment reminders or payment notifications, and intelligent handoffs that transfer conversations to live agents while retaining customer history and context.
“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,” said Jaimie Bell, VP of Client Solutions at Office Gurus.
“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.
We’re early in implementation, and already seeing how AI agents will help us move faster, reduce manual overhead, and deliver a more seamless customer experience.”
RingCentral has also introduced an AI-powered workflow builder that allows users to create workflows using natural language prompts, alongside AI-driven analytics that enable supervisors to query performance data and reports through a virtual assistant.
Additional enhancements include new workforce engagement management capabilities, such as live screen monitoring for supervisors, and expanded digital channel support with WhatsApp Voice integration.
“The industry is moving beyond AI assistants towards increasingly autonomous AI agents that can participate in customer journeys alongside human workers,” said Hayley Sutherland, Conversational AI Analyst at IDC.
“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.”
The updates are intended to help organisations combine AI automation and human support within a single customer engagement platform while improving visibility, continuity, and operational efficiency.
Author: Robyn Coppell
Reviewed by: Jo Robinson
Published On: 23rd Jun 2026
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