868 results found

1. 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.

   4 votes

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2. 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.

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3. 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 and personalization of AI-generated content.
   Reduces the likelihood of misgendering users.
   Enhances inclusivity and user experience.
   Increases customer trust in AI-generated outputs.

   Expected Behavior:
   When a user has specified pronouns in their profile, AI Notes should consistently use those pronouns in all generated content. If pronoun information is unavailable, the system could use gender-neutral language instead of making assumptions.

   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… more

   6 votes

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4. 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 to our appropriate team member, as they can be in different locations (different states).

   In case of emergency, the AIR must be able to be quick, and smooth on the tone, as the person calling might be stress by the emergency situation.

   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… more

   2 votes

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5. 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 member.

   In case of emergency, the AIR must be able to be quick, and smooth on the tone, as the person calling might be stress by the emergency situation.

   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… more

   5 votes

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6. 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.

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7. 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 Meet

   These 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 Enhancement

   Introduce support for organization-level configurable Scorecard Performance Distribution ranges.

   Requested capabilities:

   Allow administrators to define custom score thresholds per organization.
   Enable modification of performance labels (e.g., Exceeds, Meets, Did Not Meet).
   Support flexible range definitions (example: 95–100 = Outstanding, 80–94 = Meets Expectations, <80 = Needs Improvement).
   Apply configuration independently across organizations without affecting global defaults.
   Preserve an optional default/global template for organizations that do not require customization.
   Business Value
   Align scorecards with each organization’s internal QA and performance standards.
   Improve reporting relevance and performance visibility.
   Increase flexibility for enterprise customers operating multiple business models.
   Reduce manual interpretation and external score normalization efforts.
   Expected Outcome

   Organizations can manage and tailor scorecard performance distribution ranges according to their operational and evaluation requirements while maintaining centralized administration controls.

   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 Meet

   These 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… more

   2 votes

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8. 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.

   10 votes

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9. 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

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10. 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 context. This creates a poor user experience, resulting in callers hanging up or having to repeat their requests (e.g., having to say "Speak to a representative" multiple times before a transfer initiates).

    Requested Enhancements (In order of customer preference)

    Configurable Silence-Timeout: Add an Admin Portal setting to adjust the silence-timeout threshold per AI Receptionist. The current default appears to be ~3-5 seconds; the customer requests the ability to extend this to 10-15 seconds.

    Admin Portal Override: Allow administrators to customize, override, or entirely disable the generic "No Input" fallback prompt.

    Mid-Generation Suppression: Suppress the fallback prompt entirely while the AI model is actively in a processing turn or mid-response generation.

    Additional Notes
    Providing partial relief by implementing Option 3 alone would meaningfully improve the customer experience and resolve the most disruptive element of this issue at their current daily call volume.

    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… more

    2 votes

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11. 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 context. This creates a poor user experience, resulting in callers hanging up or having to repeat their requests (e.g., having to say "Speak to a representative" multiple times before a transfer initiates).

    Requested Enhancements (In order of customer preference)

    Configurable Silence-Timeout: Add an Admin Portal setting to adjust the silence-timeout threshold per AI Receptionist. The current default appears to be ~3-5 seconds; the customer requests the ability to extend this to 10-15 seconds.

    Admin Portal Override: Allow administrators to customize, override, or entirely disable the generic "No Input" fallback prompt.

    Mid-Generation Suppression: Suppress the fallback prompt entirely while the AI model is actively in a processing turn or mid-response generation.

    Additional Notes
    Providing partial relief by implementing Option 3 alone would meaningfully improve the customer experience and resolve the most disruptive element of this issue at their current daily call volume.

    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… more

    1 vote

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12. Ability to link scorecards to the appropriate tracker

    It would be helpful to link the trackers to scorecards

    1 vote

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13. 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 Bill

    2 votes

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14. 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

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15. 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.

    2 votes

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16. Admin (human) scoring and feedback for AI receptionist calls and texts.

    Please allow for admin (human) scoring and comments or feedback for AI receptionist calls and texts in the Analytics features.

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17. Admin scoring of AI receptionist calls and texts.

    Please allow for admin (human) scoring and comments or feedback for AI receptionist calls and texts in the Analytics features.

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18. Option for the system to exclude short-duration calls from being automatically scored

    This helps improve scoring accuracy by preventing incomplete or non-interactive calls from affecting evaluation results. Short calls, including voicemail transfers, accidental dials, or quick disconnects, may not contain enough conversation data for meaningful assessment. Excluding these calls ensures fairer agent evaluations, more reliable analytics, and should not be included in the monthly scorecard.

    3 votes

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19. 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

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20. Teach AI words it often misunderstands.

    Often the AI notes will misconstrue very common or often used words that are used in my conversations. It often does not understand the name of the company I work for, and its translation can be construed as offensive by some. It also does not have the ability to understand my name and it will place other words in place of my name. If I could go in and correct or notify it when it is getting such commonly used words in my conversations incorrectly, that would be one less item to get wrong. Overall, maybe it could also teach the AI by it being allowed to learn on the fly and apply that learning across other venues. Thank you.

    Often the AI notes will misconstrue very common or often used words that are used in my conversations. It often does not understand the name of the company I work for, and its translation can be construed as offensive by some. It also does not have the ability to understand my name and it will place other words in place of my name. If I could go in and correct or notify it when it is getting such commonly used words in my conversations incorrectly, that would be one less item to get wrong. Overall, maybe it could also teach… more

    3 votes

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