488 results found

1. Integrate ChatGPT with Ringcentral

   I wanted to share something with you that I think could really improve the quality of our call summaries.

   Below, you’ll see a comparison between the AI-generated summary from RingCentral and the version generated through ChatGPT using the exact same transcript.
   The RingCentral summary gives a brief recap and task list — which is fine for quick reference — but it lacks depth and context. It misses the nuances of the conversation, like tone, client sentiment, investment rationale, and next steps in detail.

   The ChatGPT version, on the other hand, reads much more like a professional client note. It includes:

   • A clear summary of the client’s current situation and market perspective.
   • Detailed investment discussion (product specs, reasoning, client familiarity, and decision path).
   • A breakdown of alternatives considered.
   • Background on the client’s experience and risk understanding.
   • Concrete next steps assigned to specific people.
   • Tone assessment that captures rapport and trust.

   If RingCentral could integrate this kind of context and structure — especially around client sentiment, investment details, and follow-up tasks — it would dramatically improve the usefulness of these summaries for both compliance and client management.

   I wanted to share something with you that I think could really improve the quality of our call summaries.

   Below, you’ll see a comparison between the AI-generated summary from RingCentral and the version generated through ChatGPT using the exact same transcript.
   The RingCentral summary gives a brief recap and task list — which is fine for quick reference — but it lacks depth and context. It misses the nuances of the conversation, like tone, client sentiment, investment rationale, and next steps in detail.

   The ChatGPT version, on the other hand, reads much more like a professional client note. It includes:

   … more

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2. Ability to share AI notes via Message Group
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3. Feature Request – Administrative Access for RingCentral Support in RingSense

   Description:
   We would like to request that RingCentral support be granted administrative access to RingSense environments. This enhancement would allow support engineers to assist more efficiently in situations where the customer-side admin is unavailable, new to the system, or unfamiliar with specific configurations.

   Business Justification:
   Due to recent changes in our organizational structure, there has been an impact on the availability of experienced RingSense administrators. Granting administrative access to RingCentral support would help ensure faster resolution of issues and reduce dependency on customer-side resources for routine permission or role updates.

   Proposed Benefit:

   Faster issue resolution in RingSense cases

   Reduced dependency on customer-side admin availability

   Improved overall customer experience

   Description:
   We would like to request that RingCentral support be granted administrative access to RingSense environments. This enhancement would allow support engineers to assist more efficiently in situations where the customer-side admin is unavailable, new to the system, or unfamiliar with specific configurations.

   Business Justification:
   Due to recent changes in our organizational structure, there has been an impact on the availability of experienced RingSense administrators. Granting administrative access to RingCentral support would help ensure faster resolution of issues and reduce dependency on customer-side resources for routine permission or role updates.

   Proposed Benefit:

   Faster issue resolution in RingSense cases

   Reduced dependency… more

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4. Template Tab with Pre-Configured Questionnaire

   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 appear in conversations. They show where something was mentioned but don't systematically organize responses into structured answers.

   Q&As currently allow AI to infer general questions and answers from a conversation, but these are generated post-call based on what the AI finds important — they are not based on a pre-defined, user-driven questionnaire.

   Scorecards provide a useful way to see whether specific questions have been asked during the conversation, but they do not capture or display the actual answers to those questions. Instead, scorecards track the presence of certain topics or questions, but they lack the ability to extract concise, one-line responses to each question.

   How it Works:
   Admin Configuration:
   In the Admin Portal, admins can create and manage "Templates" predefined sets of questions relevant to a specific workflow (e.g., pre-screen interviews, discovery calls, qualification calls).

   During/After Conversation Analysis:
   Once the conversation is processed, the AI will:

   Analyse the conversation (audio + transcript).

   Match user-configured questions against the conversation.

   Extract concise, one-line answers if information is available.

   Leave the answer field blank if a question was not answered during the conversation.

   User Interface:
   A new "Template" tab will be added to the overview screen where users can:

   Select a relevant template (if multiple exist).

   See each question with the extracted answer.

   Download/export the completed Q&A if needed.

   Example Use Case:
   Recruitment companies conducting pre-screen interviews:

   Create a template with standard questions like:

   "What is your current salary?"

   "What is your notice period?"

   "Describe your previous experience."

   "Are you open to relocation?"

   After an interview, the recruiter simply checks the Template tab to view the summarized answers without manually scanning the transcript.

   If a candidate didn't mention salary, that field remains blank.

   Why the Template Tab Is Different and Valuable:
   Pre-Configured Workflow: Admins can upload a consistent set of questions before the conversation, aligning the AI’s attention to exactly what matters for their specific business process (e.g., recruitment, discovery calls, sales qualification).

   Structured Data Extraction: Instead of unstructured highlights, users get a clean, one-question-one-line-answer format, making it much easier to review, export, and take action on the gathered information.

   Gaps Are Immediately Visible: If a question is not answered during a call, the corresponding field remains blank, providing clear visibility into missing information without reading the full transcript.

   Saves Manual Work: Users don't have to dig through the transcript or rely on ad hoc AI prompts; the important information is automatically captured in an organized format.

   Consistency Across Conversations: Ensures critical questions are always tracked and answered consistently, regardless of which rep or interviewer is running the conversation.

   Why This Is Valuable:
   Speeds up information retrieval:
   Users no longer need to manually read transcripts or ask AI externally (e.g., copy/pasting into ChatGPT) to find answers.

   Consistency in data collection:
   Ensures important business-critical questions are tracked across all conversations.

   Saves time and reduces error:
   Reduces human error in data gathering from calls and accelerates internal workflows (recruitment, sales, support).

   Enhances AI usage within RingSense platform itself:
   Keeps users inside the platform rather than needing to export transcripts to third-party tools for Q&A extraction.

   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… more

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5. Feature Request: RingSense report downloads/exports do not always include corresponding columns to the set filters.

   All RingSense exported reports should include columns with filter titles and filtered results. Currently filtered settings do not always correspond in the exports, or are missing entirely. The export detail should match and identify what filters were set prior to exporting the report. i.e. if Sentiment has been filtered to include only negative sentiment, a column titled sentiment with the individual call detail results including negative in that column. should be included. Exports missing filters and filter results descriptions are difficult to share with other stakeholders since they do not include the set parameters of the filter choices. see case ticket # 29345857

   All RingSense exported reports should include columns with filter titles and filtered results. Currently filtered settings do not always correspond in the exports, or are missing entirely. The export detail should match and identify what filters were set prior to exporting the report. i.e. if Sentiment has been filtered to include only negative sentiment, a column titled sentiment with the individual call detail results including negative in that column. should be included. Exports missing filters and filter results descriptions are difficult to share with other stakeholders since they do not include the set parameters of the filter choices. see case… more

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6. Option in AIR to collect caller information and send it to internal company group chat

   We want to have the option or skill in AI receptionist to collect caller information and send it to internal company group chat

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7. Ability to have AI Receptionist enabled on UK accounts

   Ability to have the option for AI Receptionist enabled on UK accounts

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8. RingSense AI Review Scorecard enchancement

   Requesting additional features and improvements for the RingSense AI Scorecard Review tool to enhance usability, accuracy, and workflow efficiency for both supervisors and agents.

   These enhancements will improve the efficiency of QA processes, provide clearer insights into AI scoring, and strengthen collaboration between supervisors and agents, resulting in better coaching outcomes and agent performance tracking.

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9. Coaching tab

   I can see a total of Agents whose feedback was shared with them and a total of the agents who reviewed it. However, a report that shows (Agent name) which agent viewed it and which ones did not would be most helpful compared to aggregate totals.

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10. Can you add a RingSense Coaching for an entire team collectively in conjunction with the individual coaching?
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    Planned  ·  AdminSushant (Sr Director, Machine Learning, RingCentral) responded

    Thank You for Your Feedback

    We sincerely appreciate your contribution. After careful review, we are pleased to inform you that your suggestion has been accepted and is now scheduled as part of our upcoming product roadmap.

    
    

    Your feedback plays a critical role in guiding our priorities, and we look forward to providing you with further updates as this initiative progresses.

11. Follow Up Questions for AI Receptionist

    The AI Receptionist needs the ability to ask follow up questions kind of like how a multi-level IVR is built. At the moment, it can only send callers somewhere based off the first thing they say without the ability to ask a follow up. For Example:

    A doctor's office has 2 divisions we'll call them normal and exotic. Each division has a subset of doctors in that discipline with a group of medical assistants who ultimately field their questions. If a caller calls in for exotic, the AIR needs to ask which doctor before transferring the caller. Right now the only way around this is to make an IVR the target for normal and exotic which kind of defeats the whole purpose of the AIR.

    The AI Receptionist needs the ability to ask follow up questions kind of like how a multi-level IVR is built. At the moment, it can only send callers somewhere based off the first thing they say without the ability to ask a follow up. For Example:

    A doctor's office has 2 divisions we'll call them normal and exotic. Each division has a subset of doctors in that discipline with a group of medical assistants who ultimately field their questions. If a caller calls in for exotic, the AIR needs to ask which doctor before transferring the caller. Right now the… more

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12. AI Notes user access

    It will be best if the admins can set the user permission on the account to turn on/off AI Notes.

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13. Autologging the AI transcript in RCX

    I have a client that requested to have the AI transcript automatically added to a customer service reps RCX interface rather than having to manually copy & paste it each time. Client is hoping for an ETA on this, if possible.

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14. Unlimited AI Receptionist Plan

    Currently, the AI Receptionist minutes run out too quickly and become very costly for businesses. I believe there is a great opportunity for you to create an affordable unlimited plan.

    By offering unlimited usage at a fair price, more businesses will adopt your service, increasing your customer base and making your product more competitive compared to other providers. This would make your solution more attractive, scalable, and sustainable for both small and growing companies

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15. Unlimited AI Receptionist Plan

    Unlimited AI Receptionist Plan
    Currently, the AI Receptionist minutes run out too quickly and become very costly for businesses. I believe there is a great opportunity for you to create an affordable unlimited plan.

    By offering unlimited usage at a fair price, more businesses will adopt your service, increasing your customer base and making your product more competitive compared to other providers. This would make your solution more attractive, scalable, and sustainable for both small and growing companies.

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16. Scoring

    It would be appreciated if the score for calls did not need a human to review the call to complete the scoring. Most of our calls have only a partial score and require a person to go in and review the call to add the score for those sections. This creates more work for the people involved rather than simplifying by having the AI score the whole call and allowing us to focus on where the AI has identified the need for improvement.

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17. fax

    Add user-defined tags to faxes: Please add the ability to add custom tags to faxes

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18. AI Assistance Notes Archive Feature

    Description:
    Provides administrators with the ability to archive AI-generated notes, ensuring they are preserved and not permanently lost due to retention policies or manual deletion.

    Purpose:
    To safeguard important AI notes by moving them to a secure archive, allowing for future reference or compliance needs, even after they've been removed from the active environment.

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19. Add email address to the AI notes summary

    Mike requested an enhancement to AI notes. currently, after client calls, RingCentral emails notes with the contact's name and phone number, but not the email address. He’d like the email address included so their Cirrus Insight Outlook plug-in can automatically match the call notes to the correct Salesforce contact, saving time and manual effort.

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20. Feed the AI with our polocies and procedures

    Teaching Ringsense our policies and procedures for better scoring

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