RingCentral AI Conversation Expert
AI Conversation Expert, sold as ACE and formerly called RingSense, analyzes recorded customer conversations for sales, service and compliance teams. It transcribes and summarizes phone calls and video meetings, tracks words and phrases such as competitor mentions and common objections, scores calls against custom scorecards and turns the results into coaching plans for each rep. An Insights dashboard shows leaders intents, recurring issues and engagement patterns across every analyzed call, and smart views let a manager build filters with plain language questions.
ACE is an add on to RingCentral's own phone and contact center products, RingEX and RingCX, and it can also take recordings from Microsoft Teams and NICE CXone. Admins choose which users and calls are processed and can exclude certain domains. Redaction strips card numbers, bank details, email addresses and phone numbers from transcripts. Managers can edit AI scorecards, feedback and coaching insights before a rep sees them.
For sales teams, ACE logs each call against the matching contact and account in Salesforce, Zoho or HubSpot, pulls CRM records back in for filtering and reporting, and follows deal activity in one timeline. Translated transcripts sync to Salesforce beside the original language. An account level API and event notifications carry ACE data into other systems.
Pricing starts at $60 per user per month on top of a RingCentral plan such as RingEX, which runs $20 to $35 per user per month on annual billing. Higher tiers and contact center pricing are quoted. RingCentral has reported more than 4,800 ACE customers, and named customers in healthcare, law and customer service report results such as Ree Medical moving from 300 audited calls a month to 75,000.
RingCentral does not train its models on customer data and does not let its AI providers do so, and requests to outside models run under zero data retention where the provider supports it. Customer content is stored in the United States, the United Kingdom, Canada, Germany or Australia depending on the contracting entity. It is kept for up to 12 months unless deleted sooner and removed within 30 days after an account closes.
Capability Axes
Capability grades
17 of 17 axes rated · 15 graded A or B
Transcription, summaries, trackers for objections and competitor mentions, AI scorecards, sentiment and the monthly coaching insights all come from models. Take them away and only the recordings would remain, and those already live in RingEX or RingCX. Tooltips in the dashboard explain the logic behind each metric, from talk to listen ratio to filler word rate.
Admins choose which users and calls ACE processes and can exclude whole domains. Any participant can ask for a recording to be paused or stopped, which keeps that call out of analysis, and managers can edit AI scorecards, feedback and coaching insights. Call logs and deal activity flow into the CRM automatically once the integration is on, with no review step for a wrong write.
ACE combines RingCentral's own models with outside AI services, and the providers that process its data include OpenAI, Google Cloud for language and speech to text, and Amazon Web Services. Tooltips explain how each metric is calculated, and admins set their own benchmark ranges for skills scoring. Specific model names are not given, and any notice to the other side of a call comes from the phone system's recording settings.
Named customers report specific results. Ree Medical went from auditing 300 calls a month to 75,000, MedCare cut the time spent on call reviews and coaching by 92 percent, and TarryTown Expocare saves 20 hours of analysis a week. The baseline period behind each figure and how the savings were measured are not given.
For a product that analyzes calls, recording law is the exposure. Participants can have a recording paused or stopped, admins can exclude domains, and redaction removes card numbers, bank details, email addresses and phone numbers, plus social security, passport and tax numbers for US accounts.
In Lisota v. Heartland Dental, which also names RingCentral, a federal court dismissed wiretap claims over AI call analysis in January 2026, and an amended complaint argues the AI tools are an optional add on. Which consent rules these controls answer is not set out.
RingCentral acts as processor for customer content under a DPA built into its master agreement and keeps a public subprocessor list with locations and transfer mechanisms. Transfers rely on standard contractual clauses and the EU US, UK and Swiss Data Privacy Framework. Admin tools handle data subject requests, and ACE is not designed to process biometric data or voiceprints. The lawful basis for analyzing external callers is left to the customer.
Everything ACE analyzes belongs to the customer: call and meeting recordings from the sources an admin connects, plus calendar events and email content where those integrations are switched on. No outside contact or company data is added. Customer data does not train RingCentral's models or its providers' models.
Recordings come from RingCentral's own phone and contact center services, with Microsoft Teams and NICE CXone connected through supported integrations. Salesforce, Zoho and HubSpot connect through RingCentral's own apps, and no bot joins meetings on another platform. The terms that govern pulling Teams and CXone recordings go unaddressed.
RingCentral does not train its models on customer data and does not allow its AI providers to train on it. Requests to outside models run under zero data retention where the provider supports it, so prompts and responses exist only in memory. Customers can tune outputs for their own account through feedback. Content is kept for up to 12 months during the term unless deleted sooner, and a closed account is deleted within 30 days after it is disabled.
ACE never speaks to prospects. It analyzes calls after they happen, and any notice the other party hears comes from the recording settings of the phone system in use. Nothing tells external participants that AI transcribes and scores the call, and RingCentral takes no position on Article 50 of the EU AI Act for ACE.
Salesforce for ACE logs each call against the matching contact and account, pulls CRM names and records into ACE for filtering and reporting, and syncs deal activity into a shared timeline, with translated transcripts landing beside the originals. Zoho gets the same contact, account and deal matching, and HubSpot connects too. An account level API returns insights for recorded calls, event notifications fire for calls and meetings recorded by licensed users, and sentiment metrics export to CRMs.
Customer content is stored in the region of the contracting entity: the United States, the United Kingdom, Canada, Germany for EU accounts, or Australia. Account and usage data for customers outside the US sits in that region and in the United States. Processing runs through Amazon Web Services, Google Cloud, ClickHouse and OpenAI, whose processing can stay in Ireland under a customer setting, and single tenant hosting goes unaddressed.
RingCentral holds ISO 27001, 27017, 27018 and 22301 certificates, a yearly SOC 2 report extended for FINRA and HIPAA, a SOC 3 report, C5 attestations and HITRUST certification, with reports downloadable through a trust portal. These cover RingEX and RingCX, and ACE is not named in the scope of any of them.
ACE starts at $60 per user per month, added to a RingCentral plan such as RingEX at $20 to $35 per user per month on annual billing. Higher tiers, pricing for RingCX and Teams users, and volume terms come through a quote, and bundles with other add ons are built by the sales team.
Reports and tracker views download as files for audit and trend work, and the API reads ACE data out to other systems. On termination the account is disabled at the end of the billing cycle and deleted within 30 days, with no bulk export of transcripts and insights offered before deletion.
Nothing goes out to prospects from ACE. It suggests follow up activities and automates tasks inside the customer's own systems, so outbound email and calling stay with the phone platform and the CRM.
Industry programs cover legal, healthcare, financial services, insurance and human resources alongside sales and customer service teams, and named customers come from medical supply, healthcare, law and funeral services. RingCentral has reported more than 4,800 ACE customers. Content can be held in five regions and Portuguese joined the interface and insights in 2026, but a full language list is not given.
Alternatives to RingCentral AI Conversation Expert
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Similar is not the same, so check that each one does the job you need. No vendor pays for placement.
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tl;dv records, transcribes and summarizes Zoom, Google Meet and Teams calls, either through a bot that joins the meeting or through a desktop app for Mac and Windows that captures audio without one.
Ordered by how closely the graded profiles match across the seventeen axes, inside the same categories. See how each axis is graded in the methodology.
Pricing
What this vendor charges, what it commits to in writing, and where the bill can move. Figures the vendor publishes itself are labeled Vendor Published. Figures labeled Estimated come from other sources and the vendor has not confirmed them.
- ›ACE is an add on that starts at $60 per user per month on top of a RingCentral subscription. RingEX, the usual base plan, costs $20 to $35 per user per month on annual billing. Higher ACE tiers and contact center pricing come through a quote.
How the price works
What you are charged for, and what makes the bill go up.
Per user per month add on to a RingCentral subscription; RingEX base plans cost $20, $25 or $35 per user per month billed annually, or $30, $35 or $45 monthly
What the contract says about your data
What the vendor commits to in writing once your data is in the product.
No ACE specific BAA tier listed.
Getting started
What it costs and what is included before the product is running.
No implementation fee listed.
What to watch for
Where this pricing can surprise a buyer who has not read it closely.
Only the $60 entry price is shown. Higher ACE tiers, pricing for RingCX and Microsoft Teams users, volume terms and bundles with other add ons are quoted.