{"id":59184,"date":"2025-03-17T08:30:35","date_gmt":"2025-03-17T15:30:35","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=59184"},"modified":"2025-06-22T23:36:42","modified_gmt":"2025-06-23T06:36:42","slug":"ringcentral-unveils-the-latest-ai-innovations-for-ringcx","status":"publish","type":"post","link":"\/us\/en\/blog\/ringcentral-unveils-the-latest-ai-innovations-for-ringcx\/","title":{"rendered":"RingCentral unveils the latest AI innovations for RingCX"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Since its launch in 2023, RingCX has provided purpose-built AI capabilities to help businesses solve specific pain points.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Intelligent Virtual Agents (IVA)<\/b><span style=\"font-weight: 400;\">: AI-powered virtual agents can autonomously handle a wide array of customer inquiries, to eliminate long hold times and abandonment rates. By delivering swift and efficient responses to help customers solve issues themselves, this frees human agents to focus on more complex issues. This automation not only enhances response times but also ensures consistent service availability.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>AI Assist for Agents<\/b><span style=\"font-weight: 400;\">: During live agent interactions, AI acts as a real-time assistant, offering agents instant access to relevant information, empowering agents to deliver accurate and personalized support, leading to improved first-call resolution rates and reduced handle times.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>AI Interaction Summaries: <\/b><span style=\"font-weight: 400;\">Agents can eliminate manual note taking to be more focused on solving customer issues. By automatically generating a summary for every voice and digital interaction, agents benefit from faster after-contact work.<\/span><b>\u00a0<\/b><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>AI Assist for Supervisors: <\/b><span style=\"font-weight: 400;\">Instead of relying on guesswork to identify agents in need, supervisors can leverage AI-powered alerts, summaries, and transcripts to quickly surface the interactions where they are needed.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>AI Quality Management<\/b><span style=\"font-weight: 400;\">: AI analyzes every customer interaction to generate comprehensive summaries and detailed quality management scorecards. These insights provide valuable feedback to agents, enabling them to identify areas for improvement and refine their skills. Additionally, supervisors can leverage these scorecards for performance evaluations and targeted coaching, ultimately driving higher overall service quality.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Now, we\u2019re excited to announce the latest AI enhancements for <a href=\"https:\/\/www.ringcentral.com\/ringcx.html\">RingCX<\/a>.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\"><a id=\"interaction\"><\/a>AI Interaction Analytics<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Tracking customer satisfaction (CSAT) is not only one of the most critical aspects of any customer service organization, but it is also one of the most challenging. Collecting customer feedback is a manual process that must be configured either directly following an interaction (\u201cPlease stay on the line for a short three question survey about your experience.\u201d) or sometime later through a separate channel (for example, an email survey about a voice interaction).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Relying on manual surveys to track CSAT often results in inaccurate data. Roughly <\/span><a href=\"https:\/\/www.customersure.com\/survey-response-rates\/\"><span style=\"font-weight: 400;\">5-15%<\/span><\/a><span style=\"font-weight: 400;\"> of customers fill out post-interaction surveys, giving an incomplete picture of customer sentiment. In addition, the results are often skewed as often <\/span><a href=\"https:\/\/www.qualtrics.com\/experience-management\/research\/response-bias\/\"><span style=\"font-weight: 400;\">the least satisfied or most satisfied<\/span><\/a><span style=\"font-weight: 400;\"> customers respond, giving an inaccurate distribution of results. To boost response rates, businesses often offer incentives to fill out surveys. This often results in biased or inaccurate results, as customers either feel obligated to leave positive feedback or provide random responses to fill out the survey as quickly as possible.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Today, we are announcing the availability of the latest feature in RingCX\u2019s AI portfolio: AI Interaction Analytics.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">AI Interaction Analytics solves the challenges imposed by manual surveys, providing businesses with automated insights from 100% of customer interactions. Unlike traditional surveys that often provide limited responses, RingCX Interaction Analytics collects CSAT data from 100% of calls. This approach ensures that every customer&#8217;s voice is heard, delivering results that accurately represent your entire customer base. As a result, it eliminates the biases that can occur when only considering responses from extreme responders or from customers who are incentivized to provide feedback.<\/span><\/p>\n<div class=\"rc_custom_video\"><a class=\"rc_custom_video__link\" href=\"https:\/\/www.youtu.be\/LK8hiWedGXc\">\n\t\t            <picture><source srcset=\"https:\/\/i.ytimg.com\/vi_webp\/LK8hiWedGXc\/maxresdefault.webp\" type=\"image\/webp\"><img decoding=\"async\" class=\"rc_custom_video__media\" src=\"https:\/\/i.ytimg.com\/vi\/LK8hiWedGXc\/maxresdefault.jpg\" alt=\"\">\n\t\t            <\/picture>\n\t\t        <\/a><br \/>\n\t\t        <button class=\"rc_custom_video__button\" aria-label=\"Play video\"><svg width=\"68\" height=\"48\" viewBox=\"0 0 68 48\"><path class=\"rc_custom_video__button-shape\" d=\"M66.52,7.74c-0.78-2.93-2.49-5.41-5.42-6.19C55.79,.13,34,0,34,0S12.21,.13,6.9,1.55 C3.97,2.33,2.27,4.81,1.48,7.74C0.06,13.05,0,24,0,24s0.06,10.95,1.48,16.26c0.78,2.93,2.49,5.41,5.42,6.19 C12.21,47.87,34,48,34,48s21.79-0.13,27.1-1.55c2.93-0.78,4.64-3.26,5.42-6.19C67.94,34.95,68,24,68,24S67.94,13.05,66.52,7.74z\"><\/path><path class=\"rc_custom_video__button-icon\" d=\"M 45,24 27,14 27,34\"><\/path><\/svg><br \/>\n\t\t        <\/button>\n\t\t    <\/div>\n<p><span style=\"font-weight: 400;\">AI Interaction Analytics streamlines the organization process and analyzes responses to automatically determine CSAT, Net Promoter Score (NPS), and overall customer sentiment. Thus, businesses can spend more time acting on insights rather than calculating them. AI Interaction Analytics helps business visualize CSAT trends over time, compare agent performance, and uncover actionable insights instantly. With intuitive dashboards tailored to their needs, decision-makers can prioritize high-impact changes that improve CSAT scores.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With AI Interaction Analytics, businesses will see enhanced customer satisfaction, improved agent performance, and increased operational efficiency.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Attending Enterprise Connect? Come visit us at Booth 307 to see AI Interaction Analytics in action.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To sign up for early access, visit <\/span><a href=\"https:\/\/www.ringcentral.com\/ringcx\/workforce-engagement-management.html\"><span style=\"font-weight: 400;\">https:\/\/www.ringcentral.com\/ringcx\/workforce-engagement-management.html<\/span><\/a><span style=\"font-weight: 400;\"> .<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\"><a id=\"quality\"><\/a>AI Quality Management enhancements<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Since its launch at Enterprise Connect in 2024, RingCX\u2019s AI Quality Management has redefined the concept of Quality Management, making it accessible for businesses of any size. With the ability to review and score 100% of calls with an out-of-the-box ready AI model or AI-powered custom scorecards, RingCX customers could get a comprehensive view of all of their calls, with AI coaching insights, tracking of key topics, objections, and competitor mentions, and identification of the root cause of customer frustration. With these insights, a supervisor can even generate targeted development plans focused on each agents\u2019 strengths and weaknesses.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Now we are further enhancing AI Quality Management to help customers get even more benefit:<\/span><\/p>\n<h3 class=\"heading h2 h3\"><span style=\"font-weight: 400;\"><a id=\"omnichannel\"><\/a>Omnichannel Quality Management<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Customers can now leverage the insights of AI Quality management for digital channels as well. Whether they use SMS, chat, or email, they now have a full omnichannel view of performance.<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone wp-image-59219 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2025\/03\/Q3-Omnichannel-QM.png\" alt=\"RingCX Omnichannel Quality Mangement\" width=\"1440\" height=\"887\" \/><\/p>\n<p>&nbsp;<\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\"><a id=\"assisted\"><\/a>AI Assisted Scorecard Calibration<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Creating objective questions for agent scorecards has traditionally been a resource-intensive, time-consuming process for quality managers. The new AI Assisted Scorecard Calibration capability provides guidance in developing scorecards, ensuring clarity and objectivity by defining entities, identifying actions, and evaluating if there is clear success criteria for each question. It also analyzes existing scorecards and provides data-driven recommendations to improve questions over time and identifies obsolete or ineffective questions.<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone wp-image-59216 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2025\/03\/Scorecard-Calibration.png\" alt=\"RingCX Scorecard Calibration\" width=\"1339\" height=\"1106\" \/><\/p>\n<p><span style=\"font-weight: 400;\">This enhancement saves time, reduces resource needs, and helps keep scorecards aligned with business goals.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\"><a id=\"scorecard\"><\/a>Automated scorecard playback and summary<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">This enhancement allows agents and supervisors to pinpoint exactly why the AI reviewed a specific question in the scorecard. With one click, the user can go directly to the point in the call transcript that the AI evaluated and filled in the scorecard.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Multi-manager support<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Many organizations have a structure where agents have dotted-line managers that have oversight responsibilities but are not the direct manager of the agent. AI Quality Management now allows businesses to define an additional manager that can view interactions and provide feedback. This enhancement will allow agents to get more comprehensive feedback on their performance.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To learn more about AI Quality Management, visit <\/span><a href=\"https:\/\/www.ringcentral.com\/ringcx\/workforce-engagement-management.html\"><span style=\"font-weight: 400;\">https:\/\/www.ringcentral.com\/ringcx\/workforce-engagement-management.html<\/span><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Since its launch in 2023, RingCX has provided purpose-built AI capabilities to help businesses solve specific pain points. Intelligent Virtual Agents (IVA): AI-powered virtual agents can autonomously handle a wide array of customer inquiries, to eliminate long hold times and abandonment rates. By delivering swift and efficient responses to help customers solve issues themselves, this &#8230;<\/p>\n","protected":false},"author":1145,"featured_media":59220,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v19.7.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>RingCentral unveils the latest AI innovations for RingCX | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"We\u2019re excited to announce the latest AI enhancements for RingCX, AI Interaction Analytics and AI Quality Management.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/ringcentral-unveils-the-latest-ai-innovations-for-ringcx\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"RingCentral unveils the latest AI innovations for RingCX\" \/>\n<meta property=\"og:description\" content=\"We\u2019re excited to announce the latest AI enhancements for RingCX, AI Interaction Analytics and AI Quality Management.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/ringcentral-unveils-the-latest-ai-innovations-for-ringcx\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2025-03-17T15:30:35+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-06-23T06:36:42+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2025\/03\/blog-02.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"987\" \/>\n\t<meta property=\"og:image:height\" content=\"658\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Andy Watson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Andy Watson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/ringcentral-unveils-the-latest-ai-innovations-for-ringcx\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/ringcentral-unveils-the-latest-ai-innovations-for-ringcx\/\"},\"author\":{\"name\":\"Andy Watson\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/31e6c9b50f5fb708fd9a3760d59571fb\"},\"headline\":\"RingCentral unveils the latest AI innovations for RingCX\",\"datePublished\":\"2025-03-17T15:30:35+00:00\",\"dateModified\":\"2025-06-23T06:36:42+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/ringcentral-unveils-the-latest-ai-innovations-for-ringcx\/\"},\"wordCount\":996,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"articleSection\":[\"Customer &amp; 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Additionally, he has extensive telecom experience with Nortel Networks, Ericsson, and GENBAND (now Ribbon Communications), serving in various roles in Technical Documentation, Program Management, and New Product Introduction.","sameAs":["https:\/\/www.linkedin.com\/in\/andy-watson-2a40a011"],"url":"\/us\/en\/blog\/author\/andy-watson\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2025\/03\/blog-02.jpg","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/andy-watson\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/e1636ecb2682d4afce8e9b810b087bdf?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">Andy Watson<\/span><\/a>","rc_author_full_name":"Andy Watson","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/07\/Andy-Watson-1-1.jpg","rc_author_link":"\/us\/en\/blog\/author\/andy-watson\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/customer-experience\/amp\">Customer &amp; employee experience<\/a>","amp_link":"\/us\/en\/blog\/ringcentral-unveils-the-latest-ai-innovations-for-ringcx\/amp","excerpt_title":"RingCentral unveils the latest AI innovations for RingCX","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/59184"}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/1145"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=59184"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/59184\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/59220"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=59184"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=59184"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=59184"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}