RingCentral’s AI agents are now handling customer interactions from start to finish, the company has announced, marking a major expansion of its AIR Pro platform. The new capabilities, embedded natively within RingCX, allow businesses to automate end-to-end resolution, carry out proactive outreach, and transfer conversations to human agents with full context intact — without requiring the customer to repeat themselves.
AI agents embedded in RingCX workflows
The most significant upgrade is the arrival of native AI agents directly inside RingCX workflows. These agents manage both inbound and outbound interactions across voice and digital channels. A business can, for example, run a complete multi-step process within a single call: confirm an appointment, complete identity verification, and update a record — all without human intervention. The AI agents are powered by RingCentral’s AIR Pro platform and are designed to work with the company’s existing suite of customer engagement tools.
Jim Dvorkin, SVP of Customer Experience Products at RingCentral, said the company is focused on “AI agents and humans working together.” He added: “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.”
Autonomous outreach allows AI agents to initiate conversations unprompted, triggered by real-time events such as a missed credit card payment. The agent can call the customer, confirm the outstanding balance, offer payment options, and process the payment over the phone — all without a human in the loop. When a conversation requires human judgment or empathy, intelligent handoffs enable a seamless transfer to a live agent. Crucially, the AI carries the full customer history and CRM data so the human agent can continue the conversation without interruption or repetition.
RingCentral has also introduced an AI-powered workflow builder that uses natural language. Through RingCX’s AI Virtual Assistant (AVA), customers can describe what they need and the system automatically creates a workflow — no coding or technical resources required. Similarly, AI-powered RingCX Analytics lets business and contact centre leaders ask questions in plain language to retrieve specific metrics and reports. A newly hired supervisor, for instance, can ask AVA: “What report should I use to see an agent’s attendance and performance?” and receive an instant answer.
Workforce engagement management enhanced
RingCentral’s native Workforce Engagement Management (WEM) solution, called RingWEM, has also been updated. It integrates AI Quality Management, AI Interaction Analytics, and AI Workforce Management directly into RingCX, helping reduce average call handle times and improve customer satisfaction without requiring a fragmented toolset. A new feature, RingWEM with Live Screen Monitoring, gives supervisors real-time visibility into how agents handle interactions. Supervisors can see the agent’s screen live, whisper coaching suggestions, or step in without disrupting the customer experience.
Expanded digital channels
RingCX now supports more than 20 digital channels alongside inbound and outbound voice, allowing agents to manage all customer interactions from a single unified interface. The latest addition is WhatsApp Voice support. Customers can move from a WhatsApp messaging conversation to a voice call without leaving the app, and the agent picks up with a complete view of the customer journey, including a summary of each prior interaction.
Customer adoption and results
As of the end of the first quarter of 2026, more than 1,700 businesses had adopted RingCX, a year-on-year increase of over 70 per cent. More than half of those customers are using AI features. Notable results include Sun River Health, a healthcare provider, which achieved a 95 per cent first-call resolution rate — 25 percentage points above the industry standard. In entertainment, The Escape Game reduced costs by 50 per cent while increasing bookings by 7 per cent, and the San Diego Symphony cut box office hold times by 95 per cent.
Jaimie Bell, Vice President of Client Solutions at Office Gurus, a RingCX and AIR Pro customer, said the expansion of AI Agents in RingCX was “really exciting.” Bell added: “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.”
Hayley Sutherland, Conversational AI Analyst at IDC, said the industry is “moving beyond AI assistants towards increasingly autonomous AI agents that can participate in customer journeys alongside human workers.” She noted that organisations need a common framework for managing performance, quality, analytics, and governance across both AI and human agents — and that having that framework native to the contact centre platform “is the right approach.”
Financially, RingCentral reported total revenue of $644 million for the first quarter of 2026, a 5 per cent year-on-year increase, with subscription revenue up 6 per cent to $623 million. GAAP operating income rose to $50 million from $10 million a year earlier, while non-GAAP operating income reached $147 million, representing 22.9 per cent of total revenue. The company raised its full-year 2026 guidance, projecting total revenues between $2.62 billion and $2.64 billion.
Pricing and availability
Native AI Agents in RingCX and Automated Outreach will be available on a consumption basis, aligned with existing AIR Pro pricing. RingWEM with Live Screen Monitoring will be priced on a per-seat basis or included in the RingCX Ultimate tier. The new RingCX capabilities are currently in beta, with general availability expected in the second half of 2026. AI-powered RingCX Analytics and RingWEM with Live Screen Monitoring are scheduled to become available in the third quarter of 2026.
