RingCentral has expanded its AI platform, AIR Pro, with a suite of agentic AI capabilities for RingCX, enabling enterprises to automate more complex customer interactions while preserving context when conversations transition to human agents.
Announced at Customer Contact Week (CCW) Las Vegas 2026, the update introduces native AI agents, autonomous outbound engagement, intelligent handoffs, AI-assisted workflow creation and new analytics capabilities.
The release embeds AI agents directly into RingCX workflows across voice and digital channels. Rather than supporting agents with recommendations, the AI can independently execute processes such as appointment confirmations, customer verification and CRM updates during a single interaction.
RingCentral Moves AIR Pro from AI Assistance to Autonomous Action
RingCentral is also introducing autonomous outreach, allowing AI agents to proactively contact customers based on business events. Potential use cases include appointment reminders, payment notifications and service updates, with the AI able to complete actions such as confirming balances and processing payments over the phone.
A key component of the announcement is intelligent handoffs between AI and human agents. RingCentral said AI agents will transfer conversations with full customer history, CRM information, connected application data and relevant recordings, reducing the need for customers to repeat information after escalation.
Jim Dvorkin, Senior Vice President of Customer Experience Products at RingCentral, said:
"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.”
"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 announcement comes as many organizations continue to explore how agentic AI can be deployed at scale. Speaking recently to CX Today, Russell Tilsed, Vice President U.K. at RingCentral, said businesses are often struggling to move from proof-of-concept projects into operational deployments.
"We're very willing and interested in getting into proof of concepts. It's where we're trying to translate those as a country into actual projects is where we're tending to get stuck," he said.
According to Tilsed, successful deployments are typically focused on improving specific workflows rather than implementing AI for its own sake.
"Where organizations have told us they're making the most impact in deployment of AI agents is where we're actually putting them into a workflow. They're taking something that's end to end and they're dropping the AI in and they're making an improvement of that workflow overall."
That philosophy is reflected in RingCentral's latest product updates, particularly its AI-powered workflow builder and native AI agents designed to execute business processes across customer interactions.
The company is also simplifying workflow development through a new natural language interface. Using RingCentral's AI Virtual Assistant (AVA), administrators can describe the workflow they want in plain language, with the system automatically generating the required automation without coding.