RingCentral expands AI agent capabilities in RingCX platform

RingCentral, Inc. (NYSE: RNG) announced an expansion of its AIR Pro product to add agentic AI capabilities across its customer engagement portfolio, according to a company press release. The updates were highlighted at Customer Contact Week in Las Vegas.

New features added to RingCX include native AI agents embedded into workflows for inbound and outbound interactions across voice and digital channels, autonomous outreach triggered by real-time events such as appointment reminders and payment notifications, and intelligent handoffs that transfer conversations to live agents with full customer history and CRM data.

RingCentral also introduced an AI-powered workflow builder that uses natural language commands to create RingCX workflows without coding, and AI-powered analytics that allow users to query metrics through the company's AI Virtual Assistant.

Under a workforce engagement management offering called RingWEM, the company added live screen monitoring, giving supervisors real-time visibility into agent interactions with the ability to provide coaching during live calls.

RingCX added WhatsApp Voice support, allowing customers to move from a messaging conversation to a voice call within WhatsApp. RingCX already supported more than 20 digital channels prior to this addition.

As of the end of Q1 2026, more than 1,700 businesses had adopted RingCX, a figure the company said was up over 70% year-over-year, with more than half utilizing AI features.

Native AI agents and automated outreach will be priced on a consumption basis aligned with AIR Pro pricing. RingWEM with live screen monitoring will be priced on a seat basis or included in the RingCX Ultimate tier. Most new capabilities are in beta with general availability expected in the second half of 2026. AI-powered analytics and live screen monitoring are expected in Q3 2026.

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