RingCentral
Unified communications built for modern business
CX Playbook
AI Agents
AI Agents Working Beside You
Smarter Conversations. Empowered Teams. Better Customer Experiences.
Today’s customers expect fast, seamless, and personalised support across every channel. Virtual Agents and AI Copilots help you meet these expectations at scale, transforming both how you serve your customers and how your teams operate and improving service, efficiency, and satisfaction.
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AI Agents handle the routine enquiries around the clock - so your people dont have to.
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AI copilots assist agents with real-time insights, conversation guidance, and automation.
Together, they reduce effort for customers, free employees to focus on higher-value interactions.
Unlike traditional chatbots or scripted automation, Agentic AI is designed to operate with autonomy and purpose. It can enable organisations to move from simple task automation to end-to-end orchestration of customer experiences, understand context across entire customer journeys, make decisions aligned to defined business goals and continuously learn and optimise outcomes over time
Empower Your Teams with AI Copilots
AI Copilots support your agents in real time, helping them work smarter and deliver better outcomes. From suggesting responses and surfacing relevant knowledge to automating after-call work, copilots reduce cognitive load and enable agents to focus on what matters most: the customer. Proven impact includes:
15–30% reduction in Average Handling Time (AHT)
25–50% faster agent onboarding and ramp-up time
Improved First Contact Resolution (FCR)
By streamlining workflows, providing real-time guidance and improving access to information, your teams can resolve queries faster, with greater accuracy and confidence.
Unlock Efficiency Without Compromising Experience
Virtual Agents and AI Copilots work together to optimise your contact centre operations. Routine tasks are automated, complex interactions are better supported, and your workforce is freed up to handle higher-value conversations.
Business benefits:
20–40% reduction in cost-to-serve
Higher agent productivity and utilisation
Improved customer satisfaction (CSAT)
Improved Net Promoter Score (NPS)
This balance of automation and human expertise drives measurable improvements in both efficiency and customer satisfaction.
Always-On, Intelligent Customer Engagement
Virtual Agents enable you to provide instant, 24/7 support across voice and digital channels. Powered by advanced AI and natural language understanding, they can resolve common queries, guide customers through processes, and escalate seamlessly when human support is needed.The result? Reduced wait times, increased self-service adoption, and a more consistent customer experience - no matter when or how customers choose to engage.
Increased Self-Service
leading to 30–50% reduction
in call and chat volumes
in call and chat volumes
24/7 Availability
Without needing to increase
staff resources and costs
Remove Simple Queries
Up to 90% contatinment for
high-volume. repeatable queries
Why Digital Island?
CX Expertise
With over 20 years of experience at the forefront of business communications, Digital Island delivers the depth of expertise, strategic thinking and technical capability that organisations rely on to stay connected, productive and competitive.
A Trusted Partner
Technology is only part of the equation. It's our commitment to exceptional service, proactive support, and long-term partnerships that sets Digital Island apart. Our customers trust us not just for our technology, but for our people.
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Local Roots
100% New Zealand-owned and operated, we're deeply commited to the growth and success of kiwi businesses. We understand the local market and have a track-record of building long-term partnerships founded on trust, accountability and shared success.
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CX Expertise
From cloud communications and contact centres, to AI-enabled customer engagement, we help organisations turn every interaction into an opportunity to strengthen relationships, improve outcomes, and build customer trust. Customer experience is in our DNA.
Global Partners
We combine local expertise with the power of world-leading technology. Through strategic partnerships with leading global providers, we deliver innovative, enterprise-grade solutions that help our customers stay connected, agile and future-ready.
Proven Expertise
Our greatest strength is our people, who bring decades of expertise and industry knowledge, combined with a genuine understanding of how New Zealand businesses operate and a passion for solving real world business challenges.