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RingSense & AI

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  1. Another change was made last week where now a ‘note’ section takes up most of the screen. Even after closing out of the note option, every time the phone is answered, it opens again.

    Please advise how to de-activate these changes on the user end. Thank you!

    8 votes
    New  ·  2 comments  ·  AI Assistant  ·  Admin →
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  2. Wants a coaching insights for super admins to show on the ringsense portal

    4 votes
    New  ·  1 comment  ·  RingSense  ·  Admin →
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  3. Right now, only the Primary Super Admin is set for SMS in AI Receptionist. There should be an option to assign SMS on AI Receptionist to another user

    4 votes
    New  ·  1 comment  ·  AI Receptionist  ·  Admin →
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  4. give the ability to program calls that reach a call queue max ring time to forward directly to an ai receptionist extension

    5 votes
    New  ·  0 comments  ·  AI Receptionist  ·  Admin →
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  5. AI Receptionist notifications after failed interactions or unsuccessful transfers

    2 votes
    New  ·  2 comments  ·  AI Receptionist  ·  Admin →
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  6. There should be an option to upload preferred AI voice and for pronunciation to be corrected.

    5 votes
    New  ·  0 comments  ·  AI Receptionist  ·  Admin →
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  7. View the AI call summary in the admin portal for all users and their calls

    17 votes
    New  ·  2 comments  ·  Other  ·  Admin →
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  8. I've discussed this at length with multiple support reps and I've confirmed that when you set up call masking in RingSense, that it only masks the audio recording, and does not mask the transcripts and AI summaries.

    This is a major security concern as sensitive customer information such as credit cards needs to be masked from everything, not just the audio. For compliance with PCI DSS, the call masking logic needs to be changed so that transcripts and AI summaries are masked as well as the audio recordings. This is a HUGE security and legal issue.

    7 votes
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  9. Please support the Spanish language within AI Receptionist

    9 votes
    New  ·  0 comments  ·  AI Receptionist  ·  Admin →
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  10. Have one continuous recording of a call regardless of how many times the call is transferred from physical devise to soft-phone or even from EX to CX (and vice versa). If not possible an option to allow call linking as coming in and out of calls means that you loose the original call and the full thread.

    With the ability to have one call recording, this would link into one CSAT score, as currently any agents on CX, one of their main task is to route calls to the correct department on EX and the highest score they can achieve…

    7 votes
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  11. When meetings go over 2 hours, the recording is still saved, but the transcript just disappears and becomes completely unavailable after the meeting. I encountered this issue the 'hard way' and it was frustrating because I got no advance warning about this limit. It doesn't even make sense, since the recording over 2 hours takes many gigabytes of storage, while the transcript is text and takes almost no space to store. The idea that it gets flushed at 2 hours is very counter-intuitive. There should be a warning advising to manually copy/download the partial transcript at 2 hours and before…

    11 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  12. Being able to use RingSense on call queue calls would be greatly helpful. At this point RingSense captures all non-queue calls and only a handful of queue calls, but a bulk of our inbound call handling is done through a call queue, effectively making RingSense useless for our use case.

    48 votes
    5 comments  ·  RingSense  ·  Admin →
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  13. Customer Genpact would like to us to remove RingSense from the RingCX agent's view. Agents are to be monitored/recorded but they don't want agents to see RingCX at all.

    7 votes
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  14. Introduce a new "Template" tab within the RingSense conversation overview screen alongside the existing tabs (Transcript, Trackers, AI Coach, Next Steps, Q&As).
    This Template tab would allow admins to pre-configure question templates (such as a pre-screen questionnaire or sales scripts) and have RingSense AI automatically extract answers from the conversation based on the transcript/audio data.

    Link: https://docs.google.com/document/d/1Y3rHbD1GPO_qq98R4Q10bqypIzUwXWFzG5XImaUHQQg/edit?tab=t.0

    How This Differs From Existing Trackers, Q&As, and Other RingSense Features
    While RingSense already provides powerful tools like Trackers and Q&As, the Template Tab introduces a fundamentally different workflow and user experience:
    Trackers are keyword or phrase-based detections that flag when specific terms…

    5 votes
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  15. Feature Request: Limit Manager Access to Interactions in RingSense
    We wish there was a way to limit managers’ access to interactions in RingSense.

    For example, a manager should only be able to view the interactions of users who are directly assigned to them as their manager. They should not have access to interactions from other teams or users outside their scope.

    Currently, even if we:

    Customize roles

    Create a dedicated team for the manager

    …the manager can still view all interactions across other teams in the RingSense dashboard.

    Benefit of Having This Feature
    Enhanced Data Privacy & Security: Ensures sensitive…

    4 votes
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  16. We would like to have the capability to configure or manage Post-call Summary and Automatic notes via the Admin Portal. This will be a great help for us Admins to manage user-level AI settings.

    12 votes
    New  ·  2 comments  ·  AI Assistant  ·  Admin →
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  17. Ability to have the option for AI Receptionist enabled on UK accounts

    4 votes
    New  ·  0 comments  ·  AI Receptionist  ·  Admin →
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  18. Some of us don't use SalesForce. My firm uses MyCase. I'd like to use Zapier to pull the transcription and the AI summary and post to a call item in MyCase. Right now, I can't pull recordings, transcripts, or notes through Zapier, only call logs and contacts.

    4 votes
    New  ·  2 comments  ·  AI Assistant  ·  Admin →
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  19. We would like to have calls to our main line go to a call queue, where calls are first routed to our human receptionist, and then to the AI Receptionist. This way, most of our clients (who tend to be older, 55-90 years old) can still have a human to talk to, but if our receptionist is busy or on another call, the AI Receptionist can catch and transfer the calls where needed.

    The problem I am having with implementing this, is that there is not a way to add the AI Receptionist's extension to a call queue, as this…

    4 votes
    New  ·  0 comments  ·  AI Receptionist  ·  Admin →
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  20. The length of voicemail messages was recently changed, and now we must handle very long messages (10 minutes or more). This needs to be addressed ASAP!

    9 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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