RingCentral taps OpenAI to power live AI voice calls

RingCentral has added OpenAI models, including GPT-5.2, to its cloud communications platform, bringing generative AI into live voice calls for customers and employees.

The integration supports real-time voice interactions across RingCentral's services. RingCentral argues that voice is a high-value source of customer intent that often gets less attention than written channels, and says the focus is on using AI during calls rather than relying only on post-call analysis.

The OpenAI models run directly within RingCentral's voice platform, covering steps before a call connects as well as prompts and assistance during the call. RingCentral says customer data remains under its governance framework and is not used to train public models.

Product roll-out

A new product, RingCentral AI Virtual Assistant (AVA), uses the same OpenAI-based foundation. AVA is a voice-first assistant for employees and is available to a limited number of customers.

RingCentral already sells RingCentral AI Receptionist (AIR), which handles inbound calls and automates some front-line tasks. RingCentral describes AVA as a companion service that takes over after a call transfers to a person. Together, the products form a single layer across the interaction flow, with AIR handling the first stage of engagement and AVA providing employees with context and suggested actions.

AVA connects voice, video, and messaging data across the RingCentral platform, according to the company. It supports tasks such as capturing notes, summarising calls, searching previous conversations, and automating follow-up work.

Kira Makagon, President & COO of RingCentral, said the partnership expands the company's use of generative AI across customer contact and internal workflows.

"OpenAI enables us to turn powerful technology into tangible business value - from AI that answers customer calls to AI that assists every employee," Makagon said.

OpenAI partnership

Giancarlo 'GC' Lionetti, OpenAI's Chief Commercial Officer, said the focus is on applying AI directly to live voice conversations in business environments.

"RingCentral shows how advanced AI moves beyond insight and into action," Lionetti said. "By working together, we are bringing intelligence directly into live voice conversations, helping enterprises move faster, serve customers better, and act with confidence."

RingCentral also plans to use ChatGPT Enterprise internally for product development, including idea generation, process efficiency, and customer understanding.

The announcement comes amid wider debate about national competitiveness and the adoption of advanced AI systems. Former UK Chancellor George Osborne has warned that countries that do not adopt powerful AI systems risk being left behind economically, and has described a form of "FOMO" linked to the technology.

Adoption metrics

RingCentral shared early adoption figures for AIR, saying it signed more than 5,000 customers within two quarters as of the end of September 2025.

RingCentral also cited a healthcare example, saying Televero Health achieved a 97% patient satisfaction rate with AIR playing a role. It also provided revenue and volume figures tied to appointment booking and call handling.

"Using RingCentral's AI Receptionist, the results are undeniable. We saw our monthly appointments increase 14 percent in the first four months, an increase in monthly revenue of more than $200,000. That kind of growth and return on investment is exactly what we need," said Brian Tucker, Chief Digital Officer, Televero Health.

Security position

RingCentral framed the integration around the governance and controls required in regulated sectors. It says conversations remain protected under its data governance framework and are not used to train public models. RingCentral also positions the platform for scaled deployment, with security, privacy, and compliance controls designed for regulated industries.

RingCentral expects the OpenAI integration to feed into its broader AI roadmap across automated call handling, employee assistance, and other voice-led features in its communications suite.