RingCentral has expanded its AI Receptionist service to SMS, WhatsApp, eCommerce and intelligent call queues. More than 11,800 businesses now use the product.
The update adds support for shared SMS inboxes and call queues, extending the system beyond its original role of answering phone calls. RingCentral is also adding integrations with Shopify, Calendly and WhatsApp, along with automatic language detection and switching across 10 languages.
The move comes as software groups try to tie generative AI tools more closely to routine customer contact tasks such as answering questions, booking appointments and managing overflow demand. Businesses are using the service for front desk automation, after-hours coverage, lead capture and appointment scheduling across sectors including healthcare, financial services, legal, hospitality and construction.
Broader reach
With the SMS inbox addition, businesses can use the service to answer text enquiries as well as calls. That allows companies to respond to messages about availability, service areas, pricing or bookings, while handing conversations to staff when follow-up is needed.
The new call queue support is aimed at periods when human agents are unavailable or demand rises. In those situations, the service can answer calls, provide information, schedule appointments and flag urgent matters for later follow-up.
These changes push the product further into day-to-day customer service workflows. Rather than acting only as a virtual receptionist, it is being positioned as a layer across voice, messaging and transaction-related interactions.
The Shopify integration is intended to help businesses answer order-status and support questions tied to online sales. Through Calendly, users can handle phone-based appointment scheduling using the systems they already connect to the app, such as calendars and reminder tools. The WhatsApp integration extends automated responses to another messaging channel widely used by smaller businesses and consumer-facing companies.
Customer examples
RingCentral cited Keller Interiors, an installation partner for Lowe's Home Improvement, as one customer using the service to manage large call volumes across 33 locations. According to the company, the system helped it avoid adding staff while cutting wait times.
"RingCentral AIR solved a problem we didn't have a good human answer for - how do you route every inbound call correctly, 24/7, across 33 locations, without building a call center? We went from 12-minute wait times to 90 seconds, saw our CSAT scores rise 3 points in just four months, and did it without adding headcount. That's the kind of ROI that changes how you think about growth," said Beth Owens, Chief of Staff, Keller Interiors.
Another customer, Maple Federal Credit Union, used the service to address long hold times across branches operating on separate systems.
"AI Receptionist has transformed how we serve our members. We've reduced hold times by 90%, enabling faster service, less strain on staff, and more focus on the conversations that matter most," said Tara Breaux, Vice President of Operations, Maple Federal Credit Union.
Language support
The system can now detect the language a caller is speaking and switch to it in real time. Supported languages include English, Spanish, French, Italian, German and Portuguese, among a total of 10.
RingCentral is targeting small and mid-sized businesses that need broader customer coverage without expanding front-line teams. It has also lowered pricing for the standalone version to USD $49 a month, including 100 minutes, while RingEX customers can add the service from USD $39 a month with the same allowance.
Industry analysts say suppliers are under pressure to show that AI products can solve specific operational problems rather than remain trial projects.
"The AI vendors winning right now are the ones solving real problems businesses face every day. RingCentral's expansion of AIR into Shopify, Calendly, WhatsApp, and intelligent call queues shows what applied AI should look like: every feature tied to a clear pain point," said Michelle Morgan, IDC Research Manager, AI-Enabled Sales, Customer Services and Contact Centre Strategies.
"When wait times drop and CSAT climbs without adding headcount, that's not experimentation; it's a fundamental shift in business performance," Morgan said.
RingCentral said the broader set of channels and integrations reflects rising demand for AI tools that can handle inbound conversations consistently across phone calls, texts and messaging apps.
"AIR is quickly becoming the digital employee that SMBs and mid-market businesses can't imagine working without," said Joe Fahrner, VP of Growth, AI Products at RingCentral. "Whether it's a customer call, message, booking request, or overflow inquiry, AIR ensures every opportunity gets handled, translating to more revenue, more customers served, and more room to grow. Our new capabilities expand the usability of AIR by supporting SMS texting, call queues, integrations, and multiple languages. We're thrilled to further expand AIR and address more exciting use cases that continue to close CX gaps."