Are you using the latest version of RingCentral?
Update your app now to enjoy the latest user experience, enhanced security, and optimal call quality.
Release Notes > RingCX > Agent Assist
Release Notes
Agent Assist
Stay up to date with the latest features, improvements, and bug fixes for Agent Assist.
Version 25.2.10
Release date: June 9, 2025
What's New
Agent Assist, a real-time AI assistant that surfaces relevant knowledge base articles and answers right when agents need them. Instead of searching through multiple systems or asking colleagues, your team gets instantly pushed relevant articles from your knowledge base in real time while they are speaking with customers.
Administration
- Agent Assist as one of the options is available under AI Tools in RingCX Admin.
- On clicking the Agent Assist link, customers will be taken to the next page where if they haven’t signed the beta agreement they will be asked to do so. Once they have agreed to the beta agreement they will be asked to create a new Resource Group. Resource Group is like a folder which will house relevant knowledge base articles. Customers can organize Resource Group folders based on their operations for example healthcare customers may have Resource Group folders for Insurance documents, Clinical Operations FAQ, Laboratory, etc.
- Once the Resource Group has been created, documents can be added to the folder either as a
- URL: URL link will help us scrape through the website and use the content as a source for knowledge articles
- Upload a file: You can upload as many as 20 files in one go. Files can be in doc, docx, pdf, csv and txt types. Data in the file doesn’t have to adhere to a specific format. Any structured or unstructured data can be processed
- CRM Import: If you have a Salesforce Knowledgebase you can import content and have it be used for real time recommendations.
- Once this step is completed, you can test out the AI as an administrator to check and see what recommendations will AI provide. You can roleplay what your customers might ask during conversations and check to see responses AI provides. To do this click on the Test AI button on the top right corner of the UI.
- To simulate or roleplay your customer's question, you can type the question or the text in the box and on hitting enter you will see the AI response if the question has a relevant answer in the documents that you have added. The tile summarizes the answer and even shows the source of where the answer came from along with an option to provide feedback using Like/Dislike.
- When you are ready to publish the documents so it can be used to provide recommendations to agents in real time, enable the Published checkbox under the Resource Group details page.
- Once done the last step is to associate the Resource Group folder to a voice queue. To do the association, go into RingCX Admin → Voice queue & Skills → Search for the queue you want to associate with. Once right queue is selected, please make sure the following flags are enabled:
- Full Call Recording
- Agent segment recording
- Enable AI Summaries
- Lastly, under Agent Settings → Agent Assist Resources → Choose the right Resource Group folder that you want to do association to. You can associate the same Resource Group folder to multiple queues.
Agent Experience
- Agents who are on queues where the Resource Group has been linked will start seeing Agent Assist under their Contact Management panel on Agent Desktop.
- This panel can be expanded and collapsed (default) for agents to see relevant information. The knowledge base articles will automatically be visible in real-time based on the active content of the conversation. There can be multiple articles that are pulled based on what’s being spoken or asked. AI will summarize the information and display it.
- Agents can view the materials from where the information was derived. They additionally also have the ability to provide feedback through thumbs up/down feature which will improve AI recommendations.
- Agents can also ask questions directly to the AI and manually search for information in addition to the real time recommendations that show up based on the content of the conversation.
- The panel gets reset at the end of the conversation once the agent dispositions the call.