860 results found
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Add Ace AI filters and data to analytics
Currently can't customize AI sentiment enough for it to be useful.
6 votes -
i would like to add to the end of AI conversation : thank you for calling company name and have a great day!
i would like to add to the end of AI conversation : thank you for calling company name and have a great day!
6 votes -
Eliminate verbal fillers from AI receptionist.
Eliminate non-functional verbal fillers (e.g. "Just a sec, I noted that down") from AI receptionist's speech patterns.
4 votes -
Disable the AI Receptionist prompt from repeating the phone number and stating the "+1" country code prefix at the beginning of the greeting
The AI Receptionist should skip reading the raw string data and the "+1" prefix, transitioning seamlessly into the core menu options or custom greeting without announcing structural routing data.
3 votes -
eliminate calls that are less than a minute to not show in Interactions in RingWEM
It would be helpful if we can eliminate the calls that are less than a minute to show in the interaction and being scored by AI.
4 votes -
AI Transcription correctly capture the given agent name
Requesting a feature to optimize AI transcription accuracy for agent names. Specifically, we want to ensure the system recognizes and correctly spells a designated agent's name whenever they are being captured in a recording.
4 votes -
Conditional Routing: Resolve Inquiries via FAQ/KB Prior to Live Transfer
Desired call flow:
1. Caller requests an agent or live representative.
2. AI intercept: "I can certainly help you with that. To ensure I connect you with the right person, may I ask what you are calling about?"
3. AI attempts resolution via knowledge base/faqs.
4. If the issue remains unresolved or the caller is unsatisfied, AI then routes to a live representative.To optimize AIR's functionality, it would be beneficial to implement a call transfer delay option when requested by the caller. Instead of immediate transfer, AIR should first inquire about the caller's questions and attempt to address them…
12 votes -
Move questions on sorecards up and down
We need to be able to move the questions up and down on the scorecards. Need the ability to shift them up and make my own order.
2 votes -
ACE Tracked Data over Total Interactions
The ACE Tracker should display the number of tracked interactions alongside the total number of interactions to provide better context for performance and improvement. Additionally, it should include month-over-month comparisons on the same page, allowing users to monitor trends and measure progress over time easily.
2 votes -
Forwarding of calls from user extension to AI receptionist
Enabling call forwarding from the user extension to an AI receptionist
19 votes -
Sub Account Architecture within ACE for RingCX
In order for ACE to be a true solution for a BPO customer, we need for the solution to follow our RingCX sub account architecture. What belongs with Sub Account A within RingCX should be within ACE for Account "A" and so on and so forth. Without this architecture we risk muddying the analytics and conversational intelligence across different industries and intents, not to mention the data integrity of our clients. I'd imagine for non BPO, this would be important for varying lines of business that require segregation from one another as well.
5 votes -
1 vote
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Need to provide access to *fully* customize the Company Greeting
Right now, "Because you selected additional languages, a language selection prompt is added to the end of the greeting and announcement.
Please say 'English' or 'French' to continue." is locked.
The problem is it's very clunky. There is no flow and it sounds amateurish:
"How may I help you? ... Please say English or French to continue"
I would like to change that entire line to "Would you prefer assistance in English ou peut-je vous aidez en Francais?"
1 vote -
report for AI assistant transferred indicating extentions transfered
AI call history should indicate ai transfered calls & which ext its transfered to
6 votes -
Custom scorecard enhancements
There are a couple of suggestions I have for the custom scorecards. First, when I score each competency with a 1-5 star rating, it allows me to add a comment for that part of the scorecard. While I like this feature, I noticed that after I save the comment, it won't let me edit it unless I change the star rating or I cancel the entire scorecard. It would be nice to be able to edit the individual comments even after it's been saved.
Second, I also noticed that there would be the option to include a time stamp within…
1 vote -
Customer names on chat transripts
When reviewing a chat transcript within ACE, it doesn't display the customer's name as it just says "Customer" for each entry of their dialog. Since the customer is prompted to enter their name on the chat screen, it would be nice if that information populated on the transcript. I would use that information to verify if the agent is retrieving the correct information for the correct customer and if they correctly used the customer's name during the chat.
1 vote -
AIR - Add Toggle to Disable Speech Ingestion During Greeting
Currently if someone is talking, caller is on speakerphone, or there is noise in the background during the AIR mandatory greeting, AIR will ingest this speech and then respond to it immediately after its greeting has finished.
Suggest that some form of admin control is added that can effectively stop AIR from listening/responding to speech while it is voicing its greeting.
2 votes -
Notifications for RingSense Tracker
Would like to have the convenience receiving reports/notification when RingSense Tracker was triggered by (any of these):
Keyword/Phrase Detection
Concept/Intent Tracking
Speaker-Specific Triggers
Post-Call Processing6 votes -
ACE - Need new Industry for IT Support
This way, the industry is clearly defined and can be distinguished from broader categories like Information Technology or Professional Services.
3 votes -
transcribe calls forwarded to external numbers
The customer would like calls that are routed/forwarded to external numbers to be transcribed since they can be recorded.
1 vote
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