RingCentral Leverages AI to Transform Its Operations

RingCentral: A Major Player Betting on AI

For nearly thirty years, RingCentral has established itself as a leader in the field of enterprise communications. With annual revenues exceeding $2.6 billion and a global presence thanks to its thousands of employees, the company continues to innovate. Today, it is firmly turning towards work methods that integrate artificial intelligence (AI). By providing tools like ChatGPT Work and Codex, RingCentral enables all its employees, regardless of their engineering expertise, to participate in the creation of groundbreaking products and infrastructures.

"When you put real AI tools in the hands of everyone, the entire company becomes a product organization. Each of our products — including our voice AI portfolio Agentic, AIR, AVA, ACE — becomes more precise as we reduce the distance between an idea and a delivered feature, and that’s exactly what native AI development allows us to do." — Kira Makagon, President and Chief Operating Officer, RingCentral

The Native AI Challenge: A Total Immersion

To promote the adoption of AI within its organization, the office of the CEO of RingCentral sponsored a Native AI Challenge. Each participant received the ChatGPT Work and Codex tools, tasked with developing a complete project without workflow constraints. This challenge was not limited to a simple coding exercise but involved total immersion in the native AI development cycle, including planning, implementation, testing, documentation, continuous integration/deployment (CI/CD), and iteration.

Nearly every participant succeeded in creating a functional repository, and thousands of employees, including executives and non-technical staff, delivered operational projects. For RingCentral, this challenge represents an operational model of a broader strategy aimed at using AI to accelerate product development for their clients. The Codex-enabled approach is applied to develop products such as RingCentral AI Receptionist (AIR), AI Virtual Assistant (AVA), and AI Conversation Expert (ACE), thereby reducing the time between an idea and its realization.

"The clearest lesson learned from the challenge was that native AI development is not about replacing engineers but amplifying them. AI accelerates the entire development cycle, while humans remain involved, guiding product requirements, providing business context, making architectural decisions, and ensuring that every outcome is tested and verified." — Engineering Leader at RingCentral

AI at the Heart of Daily Operations

Inspired by initiatives like the Native AI Challenge, non-technical departments at RingCentral have also adopted AI-integrated work methods. The Program Management Office (PMO) has utilized ChatGPT Work to create an operating system dedicated to program management. This system facilitates status tracking, report generation, version governance, and knowledge transfer.

"ChatGPT brings together the context of my project. With ChatGPT Work, I can turn that context into actions." — Vaneet Seth, Senior Manager, R&D Efficiency, PMO, RingCentral

One notable application is automated status reporting. Thanks to ChatGPT Work, the PMO team has set up workflows that generate notifications from various systems such as Jira, Google Sheets, and customer relationship management (CRM) systems. This allows them to enter meetings with a clear view of obstacles, responsible parties, and actions to be taken.

What began as a simple invitation to experiment has become the backbone of PMO operations. By reducing manual coordination, ChatGPT Work enables the PMO to manage more projects with greater accuracy.

A New Era of Work

More than one million businesses worldwide are leveraging OpenAI solutions to achieve significant results. By integrating AI into its processes, RingCentral demonstrates how a company can transform its internal operations to accelerate innovation and product delivery.