If you’re like most companies, you talk with customers and partners all day long. And as with most companies, the intelligence that these conversations have to offer generally get lost in the wilderness. Certainly, agents can be asked to summarize their calls to try and provide feedback, but this is time-consuming and takes away from their primary jobs. It can also be unreliable. Enter artificial intelligence.
RingCentral, a provider of AI cloud communications, video meeting, collaboration and contact center solutions, recently announced that it is expanding its AI platform, RingSense, across its portfolio. Leveraging generative AI, RingSense for Phone enables organizations to turn their voice conversation data into actionable insights that can enhance productivity and improve business outcomes.
“We are at a major inflection point where AI will permeate all aspects of business communications to make interactions smarter and drive unprecedented levels of productivity,” said Vlad Shmunis, Founder, Chairman, and CEO of RingCentral, in a statement. “RingSense for Phone has been developed to allow our customers to gain valuable insights from their conversations on our industry-leading cloud communications platform.”
The new solution offers real-time, AI-generated transcripts and captions of calls that enable participants to better engage in conversation by freeing them from having to take notes. Transcripts can also be used post-call for follow-up documentation and analysis. In addition, it provides AI-generated summaries, call highlights and keyword detection with each recorded call to provide a quick digest of important moments in a conversation. This is an efficient way for all participants and reviewers to have a recap of what was said and capture action items. It can also support knowledge retrieval and compliance for regulated industries.
Finally, the solution can detect the tone and energy of conversations to help users identify opportunities and potential issues, allowing them to be proactively addressed. For example, it can pinpoint specific inflection points such as questions, clarifications, and feedback.
RingSense for Phone is currently available in beta and will be generally available later this year.
Edited by
Greg Tavarez
