RingCentral Launches Native AI Agents and Autonomous Outreach in AIR Pro for Contact Centers

RingCentral has significantly expanded its AI platform AIR Pro with native agentic capabilities for its RingCX customer engagement suite, announced at Customer Contact Week (CCW) Las Vegas 2026. The update marks a deliberate shift from AI assistance—where humans act on AI suggestions—to AI autonomy, where AI agents execute complete business processes end-to-end.

What's New in AIR Pro

Native AI agents are now embedded directly into RingCX voice and digital channels. Rather than recommending next steps to human agents, these AI agents independently complete tasks such as appointment confirmations, customer verification, and CRM updates during a single interaction.

Autonomous outbound engagement allows AI agents to proactively contact customers based on business events—appointment reminders, payment notifications, service updates—and complete transactions like confirming balances or processing payments over the phone without human involvement.

Intelligent handoffs: when escalating to a human agent, the AI transfers the full conversation history, CRM data, connected application data, and relevant recordings—so customers don’t have to repeat themselves.

AI-powered workflow builder (AVA): administrators describe a desired workflow in plain English, and the system generates the automation without coding. AVA is also extended to RingCX Analytics, enabling supervisors to query metrics and reports conversationally.

Adoption and Pricing

RingCentral reports more than 1,700 businesses using AIR Pro with 70%+ year-over-year growth, and more than 50% of RingCX customers already using AI capabilities. New AI agent features will be priced on a consumption model, with general availability in H2 2026.

Jim Dvorkin, SVP Customer Experience Products at RingCentral, said: “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.”

Key Takeaways

• The shift from AI assistance to AI autonomy is the key signal: agents now execute entire tasks independently, not just assist humans.
• Intelligent handoffs with full context eliminate the biggest CX pain point in agentic deployments—continuity loss at the human escalation point.
• AVA’s natural language workflow builder lowers the operational AI barrier: non-technical admins can deploy AI agents without engineering support.

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