RingCentral Unifies AI, Human Agent Management in RingCX

Author: Beth Schultz, VP of Research and Principal Analyst

What's the news?

On Oct. 28, 2026, RingCentral unveiled new capabilities that let contact centers manage AI agents and human agents as one workforce within RingCX, its cloud contact center platform. Rather than treat its AI agents as a separate automation tier, RingCentral brings their interactions into the same supervision, quality, analytics, and planning processes that govern human staff. These new capabilities are for AI Receptionist (AIR) agents, which handle voice calls and basic triage, and AIR Pro agents, which provide autonomous, omnichannel agentic AI support. The new capabilities include:

• Unified live supervision – displays AI agent interactions, including those that AIR and AIR Pro handle, in the same live view as human agent interactions, allowing supervisors to step into conversations as they happen
• Common quality scoring – evaluates every AI agent interaction against the rubric applied to human agents and adds sentiment scoring of the customer
• Journey analytics – follows interactions across AI-to-human transitions and reports performance for both agent types on a consistent basis
• Blended staffing forecasts – projects capacity needs across AI and human agents together, so schedules account for the entire workforce
• Two-way handoffs – passes interactions from AI agents to human agents, and back, without losing context

Additional announcements include a new AI onboarding capability to accelerate the time to contact center go-live, and the extension of RingCX beyond the agent desktop. The latter enables agents to handle routed RingCX voice calls within the RingCentral mobile app and also brings RingCentral contact center capabilities into Microsoft Teams.