June 23, 2026
RingCentral Wires AI Agents Into the Bones of RingCX
A patient cancels an appointment, and within seconds an AI agent works the waitlist, offers the open slot to the next person in line, and books it, no human prompt required. That kind of self-starting outreach is now part of the contact centre itself at RingCentral.
RingCentral has made agentic AI native to RingCX, its cloud contact centre product, so AI and human agents work as one coordinated team on a single platform. Powered by AIR Pro engine, AI agents can now resolve issues on their own, reach out to customers before a problem grows, and pass a conversation to a person when judgment or empathy is needed, all while keeping the full history of the interaction intact.
Jim Dvorkin, SVP of Customer Experience Products at RingCentral, said customer service is entering a period where AI takes an active role in delivering outcomes. Building agentic AI into RingCX natively, he said, puts AI and human agents on one platform so issues resolve faster and with fewer handoffs.
What’s New in RingCX
Three additions mark this update:
- Native AI agents run inside RingCX workflows across voice and digital channels, handling multi-step jobs from start to finish, such as confirming an appointment, running verification, and updating a record within a single call.
- Autonomous Outreach starts conversations triggered by real-time events like appointment reminders, payment notices, and service updates.
- Intelligent Handoffs move a conversation to a live agent along with the customer’s history and CRM data, so the customer never has to repeat themselves.
RingCentral also extended RingWEM, the workforce engagement layer embedded in RingCX that brings quality management, interaction analytics, and workforce management into one place. Workforce management came through the acquisition of CommunityWFM in late 2025.
New features include AVA Supervisor Assist with live screen monitoring, which lets supervisors watch an agent’s screen during a call and coach in the moment without interrupting the customer. AI-powered RingCX Analytics lets managers ask AVA questions in plain language, for example which report shows an agent’s performance, and get an answer on the spot.
Following a Familiar Path
Putting AI agents at the centre of the platform, rather than bolting them on at the edges, is fast becoming the standard play among contact centre vendors. NiCE recently rebuilt its CX platform around agentic AI rather than tacking it on, putting its Cognigy engine native at the core and tied governance and workforce control to the same story. The direction across the sector is consistent: one workforce of people and AI agents, managed together, with the agent’s role changing rather than disappearing as humans move toward escalation and oversight.
But, there is reason for caution. Gartner has forecast that more than 40% of agentic AI projects will be scrapped by the end of 2027, citing rising costs, uncertain value, and weak risk controls. RingCentral’s answer, like NiCE’s, is to keep AI agents, human agents, and analytics on one governed platform rather than scattered across separate tools.
Adoption and Availability
More than 1,700 businesses have adopted RingCX as of the end of Q1 2026, up over 70% year on year, with more than half using AI. The new capabilities are in beta now, with general availability expected in the second half of 2026, while AI-powered RingCX Analytics enters beta in Q3. RingCentral has been building out the platform steadily, including an earlier Salesforce Service Cloud Voice integration that brought its voice and digital channels into the CRM.
