News
The Gist
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AI Receptionist launch. RingCentral releases generative AI phone agent to automate calls.
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Business process shift. Transforms front-office call handling into a revenue opportunity.
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Operational impact. Over 2,000 businesses, especially in healthcare, construction, HR, benefit from efficiency gains.
RingCentral, Inc. announced the general availability of its AI Receptionist (AIR) on June 30. According to company officials, the AI-powered phone agent uses generative AI to automatically answer customer questions and transfer callers to appropriate destinations.
The solution has already been adopted by more than 2,000 organizations across healthcare, construction, real estate, professional services and finance sectors. RingCentral positions the technology as a digital employee that provides context-aware customer engagement rather than just basic call routing.
Table of Contents
- Impacted Audiences for AI Receptionist
- Industry Context: AI's Strategic Shift in Contact Centers
- RingCentral AI Receptionist Offers Always-On, Trainable Voice Agent
- AI Receptionist Capabilities
- RingCentral Background
Impacted Audiences for AI Receptionist
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Front-office staff and receptionists managing inbound calls
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IT decision-makers seeking automation solutions
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Customer service teams in healthcare, construction and HR sectors
Industry Context: AI's Strategic Shift in Contact Centers
AI is rapidly transforming contact centers from cost centers to strategic assets as businesses seek to automate routine interactions while enhancing customer experiences.
The contact center industry has evolved from basic rules-based systems to sophisticated AI solutions that address changing customer behaviors and increasing call volumes. This evolution comes as RingCentral expands its AI capabilities with its AI Receptionist offering.
Generative AI represents the next frontier for customer experience, with 45% of CCaaS executives reporting increased AI investments following ChatGPT's popularity. AI-enabled solutions are reshaping the industry by automating workflows, enabling faster response times and providing more accurate issue resolution.
The benefits extend beyond efficiency. AI systems can handle routine inquiries, allowing human agents to focus on complex customer needs. AI chatbots are predicted to become a primary customer service channel by 2027, available 24/7 in multiple languages. In 2025, AI call center platforms are poised to dominate by providing real-time feedback, predictive analytics and personalized routing that matches customers with compatible agents.
Related Article: Balancing Agentic AI Autonomy and Boundedness in Contact Centers
RingCentral AI Receptionist Offers Always-On, Trainable Voice Agent
Think of RingCentral AI Receptionist as providing a Voice AI Agent that is always-on, trainable, and fluent in the nuances of your business. It adapts over time, handles common questions, and ensures that no opportunity is missed.
- [Kira Makagon, president and COO of RingCentral]
AI Receptionist Capabilities
According to RingCentral, the solution aims to transform call handling from a cost center to a revenue opportunity.
| Capability | Description |
|---|---|
| Instant activation | Activates in minutes, scans website for information, no IT support needed |
| Custom voice options | Selectable greetings and voice personas to represent brand identity |
| Call automation | Answers questions, provides company details, blocks spam calls |
| Intelligent transfers | Routes calls by name or context, supports external number transfers |
| SMS messaging | Confirms appointments and sends links without manual follow-up |
| Analytics | Tracks resolution rates and identifies common questions |
| Multi-location support | Routes calls based on location-specific settings and hours |
| Spanish language | Beta support with full Spanish mode or mid-call language switching |
| HIPAA compliance | Security controls for healthcare data protection standards |
RingCentral Background
RingCentral primarily targets business and enterprise IT leaders with cloud-based communications and collaboration solutions.
Product Portfolio
Key offerings include unified communications as a service (UCaaS), contact center solutions and team messaging. The company asserts its platform enables voice, video, messaging and integrations with popular business applications. Its services are designed to support remote and hybrid workforces, emphasizing flexibility and scalability.
Market Position
Operating in the enterprise communications sector, the company serves organizations ranging from small businesses to large enterprises. Its customer base spans industries such as healthcare, education, financial services and retail. The company is often positioned as a provider for organizations seeking to modernize legacy communications infrastructure. It competes with other UCaaS vendors and traditional telecom providers.
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