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RingSense & AI

RingSense & AI

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348 results found

  1. Can you please make the "Auto-answer call" feature something that can be disabled (greyed out) for the entire organization? Our company would never use this feature and our end users sometimes confuse this to set number of rings and turn it on without realizing what's about to happen.

    68 votes
    New  ·  9 comments  ·  RingSense  ·  Admin →
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  2. Our company needs to get consent before starting any AI Notetaking. We would like the setting for "Automatic notes" turned off and greyed out so it's not an option. This would ensure we always get consent and then turn on the AI Notes feature.

    16 votes
    New  ·  0 comments  ·  Other  ·  Admin →
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  3. There should be an option to silence the announcement that plays when AI is starting to transcribe a note. This announcement is loud, and it speaks over us greeting our clients. It's confusing to our clients and sometimes results in them hanging up the call because they think they're calling the wrong establishment.

    30 votes
    New  ·  4 comments  ·  AI Assistant  ·  Admin →
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  4. Pop-up window for incoming calls that covers other already open applications that also has a louder incoming call sound.

    16 votes
    New  ·  5 comments  ·  Accessibility  ·  Admin →
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  5. We need to make sure our employees make a conscious decision to turn AI features because there are many legal restrictions around recording/transcribing conversations where our business operates. We do not want to remove the option entirely, but we want to require the users to manually turn it on each time, not have the ability to toggle it on so that the feature runss automatically every time a call is made.

    23 votes
    New  ·  0 comments  ·  AI Assistant  ·  Admin →
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  6. Most of the time, the transcription is inaccurate, making this feature unreliable. We need to enhance the accuracy by making sure the languages and accents included for the AI system are broad or expanded enough that it can detect whichever words are mentioned in the calls are transcribed properly. This will help save time and increase efficiency as we won't need to go back to the recording and listen to it just to get the correct statements mentioned in the conversation.

    12 votes
    New  ·  3 comments  ·  AI Assistant  ·  Admin →
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  7. It would be extremely helpful for our org to export AI transcripts and summaries from the admin portal similar to how we can download call recordings. A bulk feature would be even better.

    16 votes
    New  ·  1 comment  ·  AI Assistant  ·  Admin →
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  8. If you are automatically recording a phone call, then go to toggle on SmartNotes you will receive two voice notifications if a customer calls in.

    The initial where you hear "This call is being recorded" then an additional voice notification, "Transcript turned on".

    There really should be an option to disable the transcript turned on message as it already notified that this message is being recorded.

    Two voice notifications back to back only confuses the client calling in.

    82 votes
    Planned  ·  16 comments  ·  AI Assistant  ·  Admin →
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  9. When you go to share a transcription, the choice to share to GMAIL is an option. We would like the ability to turn off sharing as a hierchy, and then be able to turn on sharing to certain applications at our descretion. Considering our phone calls are HIPAA protected, the transcription should be also, we do not give all users the ability to download their recorded calls, as an example, we do not want to give everyone the option to share their transcribed calls either.

    11 votes
    New  ·  0 comments  ·  AI Assistant  ·  Admin →
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  10. Ability to edit the transcript where the AI has 'misheard' the agent and then show when the edit has been made and by who, along with the ability to see the original transcript text

    12 votes
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  11. Currently, an implicit team is built when you assign a user in the system a manager. That manager's name will be the team name (John Doe's Team) and cannot be changed. Many customers would like to be able to edit this team name because they have teams that are not associated directly with that manager. Ex. John Doe is the manager of Target Hospital Denver and has an implicit team so that he can only see his Target Hospital Denver team. A regional director wants to see all hospitals teams, but doesn't want to see John Doe's name, just the…

    22 votes
    New  ·  1 comment  ·  RingSense  ·  Admin →
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  12. Ability to exportscorecard data into csv files.

    This can be used to measure improvement over time for specific teams or individuals, correlate data with external measures, and provide better reporting insights that can impact revenue using the tool.

    34 votes
    New  ·  1 comment  ·  RingSense  ·  Admin →
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  13. I would like the ability to see all of the user's Call Notes so that we can access them all from one place or the admin can quickly check over things.

    14 votes
    New  ·  3 comments  ·  AI Assistant  ·  Admin →
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  14. The ability to implement one or more scripts as answers to questions in Scorecards.

    For example, currently, there could be a question like "Did the agent greet the caller in a friendly manner?" "Yes/No", we would have an AI-generated answer of perhaps "Yes".

    But if a customer has a specific script to say as the welcome message, for example "Thank you for calling XYZ, you've reached the Customer Services team, how can I help?", it could be selected in the Scorecard as the correct statement or phrase in order to achieve a "Yes".

    The same could be applied for things…

    6 votes
    New  ·  0 comments  ·  RingSense  ·  Admin →
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  15. Add the option for admins to delete a ring sense recording, when auto recording in on for a line a rep may make a personal call or be discussing personal matters w/ company that should not be recorded

    10 votes
    New  ·  1 comment  ·  RingSense  ·  Admin →
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  16. Auto-delete RingSense recordings under 60 seconds (or period defined by customer).

    Since we are auto-recording, we often find short recordings with poor scores crowding the list of calls and bringing down the average score. For example when a customer declines to be recorded.

    37 votes
    New  ·  1 comment  ·  RingSense  ·  Admin →
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  17. 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!

    7 votes
    New  ·  2 comments  ·  AI Assistant  ·  Admin →
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  18. View the AI call summary in the admin portal for all users and their calls

    16 votes
    New  ·  2 comments  ·  Other  ·  Admin →
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  19. 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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  20. 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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