RingCentral on Wednesday announced new features for its AI-based contact center offering, RingCX, that included what the firm said is a “real-time AI powered assistant for both agents and supervisors.” Launched last November, RingCX is described by the company as a “natively built AI-first contact center.” In this update, other new features include AI coaching insights that the company said leverage AI to review all interactions automatically, and a conversational AI platform that allows customers to integrate their preferred intelligent virtual agent (IVA) for customer self-service across both voice and digital channels. The new capabilities, RingCentral said in a release, come at a time when companies are increasing their investments in AI for customer service.

Source: ComputerWorld