Case Study: West Virginia 211 achieves faster crisis response with RingCentral AI Receptionist

How West Virginia 211 uses RingCentral AI Receptionist (AIR) to reduce costs, streamline call routing, and ensure callers quickly connect with the right specialists

West Virginia 211, a statewide information and referral lifeline, was struggling with high costs and rigid call-routing processes while relying on an outsourced call center to handle critical resource inquiries. Manually updating hundreds of zip codes across 14 locations made it difficult to respond quickly during emergencies, especially when local disasters disrupted staffing and call flows.

With RingCentral AI Receptionist and RingEX, West Virginia 211 replaced manual IVR programming with conversational, zip-code-based routing that can be updated in hours instead of weeks. RingCentral eliminated third-party call center expenses, now supports more than 40,000 annual calls, and helps the organization make instant routing changes during emergencies to maintain 100% coverage and faster access to local specialists.

West Virginia 211

Brett White

Executive Director