We would love to see the AI-generated call summaries and notes in RingCX enhanced to more closely resemble the functionality previously available in RingEX.

In RingEX, the AI notes were significantly more detailed, useful, and accessible. Agents could view the notes in real time during a call, allowing them to reference important information such as the caller's name, date of birth, and other key details discussed. The post-call summaries and follow-up notes were also extremely helpful, and agents could easily return to their own call history to reference previous conversations.

In RingCX, we feel this functionality is much more limited. The AI-generated summary disappears once the agent submits their disposition, leaving them unable to reference the information afterward. The only workaround we have identified is enabling full interaction history, which would also allow agents to access other agents' call histories and transcriptions. This creates unnecessary visibility and potential privacy concerns, particularly when handling sensitive patient information.

We would like to see the following enhancements:

Improved AI-generated summaries: More detailed, accurate, and organized notes similar to those previously available in RingEX, including key information discussed and any necessary follow-up actions.

Real-time AI notes: The ability for agents to view and reference AI-generated notes while actively on a call, including important caller details such as name, date of birth, and other relevant information.

Access to personal call history: Allow agents to revisit their own AI-generated call summaries and notes after submitting a disposition, without requiring access to other agents' interactions.

Improved accessibility: Make AI notes easy to locate and reference throughout the agent's workflow, both during and after calls.

These features were incredibly valuable to our teams in RingEX, helping agents work more efficiently, accurately document conversations, and avoid asking callers to repeat information. We believe bringing this functionality into RingCX would significantly improve the agent experience and help make the transition from RingEX to RingCX more beneficial for our organization.