731 results found
-
ACE HubSpot Integration: Include Call Recordings in HubSpot Call Logs
Currently, the call logs that get auto-generated in HubSpot when a call is populated in ACE include all relevant call/transcript details except for a directly-playable recording.
Requesting an update to the logs that are populated by the ACE HubSpot integration so that they include an embedded call recording playback option.
1 vote -
AI Receptionist Email Transcripts
The AI Receptionist is used for after hours at our company and should be able to email out transcripts of calls as the voicemails already do. Im in IT and should'nt have to go into the admin portal to send off transcripts to our Sales team.
1 vote -
Re-run a different scorecard when wrong call type is initially suggested
We have scorecards run based on the preselected call type assigned by the system. When the system is incorrect in selecting scorecard the call must now be manually scored. I'd like a way to update or re-run a call through when the call type is updated.
1 vote -
Correct AI Call notes summary and transcriptions
Customer wants to have Correct AI Call notes summary and transcriptions after every call
1 vote -
Enhanced functionality for AI Summary / Notes (beta)
I just used the AI Notes/Summary beta in Video Meetings for the first time, and it worked really well. Since it's in beta, I thought I might submit a couple ideas early on:
Once the Summary has been generated, allow the user to adjust the level of detail provided in that summary (i.e. dial up/down a "detail" attribute).
Provide the user with a prompt box, with the ability to ask questions against the Summary and/or Transcript of the meeting. This could possibly be a text box on a right-side panel next to the generated content, that gives the user a…
1 vote -
AI receptionist key presses
The AIR (AI Interactive Response) system now allows customers to add a dual-option key press menu, functioning exactly like a standard IVR.
Key Features:
Hybrid Navigation: Callers can either speak naturally to the AI or use their dial pad (e.g., "Press 1 for Sales").Direct Routing: Key presses instantly forward callers to specific extensions, call queues, external numbers, or voicemails.
Flexibility: Great for callers in noisy environments who prefer touch-tone buttons over voice commands.
1 vote -
Have the option to change receptionist to customer support.
I would like the ability to remove any mention of receptionist from AI speak to customer support. My company does not have receptionist.
1 vote -
Pronoun Preference Support in AI Notes
The AI Notes feature is incorrectly inferring a user's gender based on their name and generating notes with incorrect pronouns.
Customer Feedback:
The customer's name is Dana, and the AI Notes system is automatically referring to them using female pronouns (she/her). The customer has indicated that he identifies as male and prefers he/him/his pronouns.Requested Enhancement:
Add the ability for users or administrators to define preferred pronouns within their user profile or account settings. AI-generated notes, summaries, transcripts, and other generated content should reference the user's specified pronouns rather than making assumptions based on name recognition.Business Impact:
Improves accuracy…
4 votes -
AI Receptionist Caller Identifier
A call is coming through the AI receptionist, and we want to be able to identify if it's an EMERGENCY call or not. The EMERGENCY call will be identify by the AIR with a single word.
If it's an Emergency, I need to identify who is the person calling. To identify that person, I want the AIR being able to ask the name of the person calling and ask for a license number.
The AIR must be able to have this person on file and understand, which client it is.From there, I want the AIR to transfer the phone…
2 votes -
AI Receptionist
A call is coming through the AI receptionist, and we want to be able if it's an EMERGENCY call or not. The EMERGENCY call will be identify by the AIR with a single word.
If it's, I need to identify who is the person calling. To identify that person, I want the AIR being able to ask the name of the person calling and ask for a license number.
The AIR must be able to have this person on file and understand, which client is it.From there, I want the AIR to transfer the phone to our appropriate team…
5 votes -
multi channel call recording should be avaiable regardless if customer have ACE active to the account
Multi-channel call recording should be available regardless of whether a customer has ACE active on the account because recording capability serves broader operational, compliance, and business needs that extend beyond a single feature set.
1 vote -
Allow Organization-Level Customization of Scorecard Performance Distribution Ranges
Title: Allow Organization-Level Customization of Scorecard Performance Distribution Ranges
Product Area: Scorecards / Performance Management
Background
Currently, Scorecard Performance Distribution ranges are fixed globally and cannot be customized at the organization level. The available performance categories are limited to predefined score thresholds:
Exceeds
Meets
Did Not MeetThese thresholds apply uniformly across all organizations regardless of differing operational standards, evaluation frameworks, or business requirements.
Current Limitation
Organizations have no ability to:
Configure custom score ranges for performance bands
Rename performance categories to align with internal terminology
Define organization-specific evaluation thresholds
Adjust distributions based on business units or operational models
Requested…1 vote -
Use Keypad to Dial an extension during or after AIR message
Our callers want to be able to use the keypad to dial an extension during the AIR outgoing message or while it is waiting for a response, just like it works in the IVR. We are paying more for AIR and have lost functionality that was available in the IVR.
9 votes -
Speak during AIR message
Our callers need to be able to speak during the AIR outgoing message. Right now, they have to wait until the message is over to speak.
1 vote -
Configurable Timeout and Fallback Suppression for AI Receptionist
The AI Receptionist is currently dropping caller context due to a hardcoded platform-side fallback prompt. The system autonomously injects the phrase, "Please let me know how I can assist you. I'm here to help." during brief processing pauses (e.g., while the model is fetching a Knowledge Base result) or occasionally immediately after the initial greeting before the caller has a chance to respond.
Currently, there is no way to disable this generic fallback prompt or extend the silence-timeout threshold from the Admin Portal.
Business Impact
When this hardcoded prompt fires prematurely, callers assume the AI has reset or lost their…1 vote -
Configurable Timeout and Fallback Suppression for AI Receptionist
The AI Receptionist is currently dropping caller context due to a hardcoded platform-side fallback prompt. The system autonomously injects the phrase, "Please let me know how I can assist you. I'm here to help." during brief processing pauses (e.g., while the model is fetching a Knowledge Base result) or occasionally immediately after the initial greeting before the caller has a chance to respond.
Currently, there is no way to disable this generic fallback prompt or extend the silence-timeout threshold from the Admin Portal.
Business Impact
When this hardcoded prompt fires prematurely, callers assume the AI has reset or lost their…1 vote -
Ability to link scorecards to the appropriate tracker
It would be helpful to link the trackers to scorecards
1 vote -
copilot integration with ACE to pull interaction summaries
copilot 365 currently is able to search across a given users Microsoft data like emails/ MS teams meetings and messages, would be great if it could also pull in ACE(or AI Notes) recorded transcripts and summaries. could enable things like:
Find all my correspondence with John in the last two weeks
What did I quote on my call this morning with Bill2 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.
1 vote -
Prevent repeated questions.
Please implement better logic to recognize and avoid potentially redundant questions. Please prevent repeated questions from being asked by the AI receptionist.
1 vote
- Don't see your idea?