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5 results found

  1. Make the Knowledge Base for Agent Assist available on demand

    Not all clients use RingCX for all interaction types. Make the knowledge base available to be searched/reviewed regardless of if there is an active interaction.

    11 votes

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    New  ·  1 comment  ·  AI agent & supervisor assist  ·  Admin →
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  2. IVA Custom Role Toggle

    Arrowhead would like the ability to lock down the AI Tools section of the platform. Currently, there is no toggle within the Custom Role creation tool to limit Admins ability to change/ or view only AI Knowledge Base, IVA Integrations or the AI Engine. Any Admin can modify this section of the platform. Their desire is only a select few admins have the ability to change that area of their platform and filter all changes through their IT department.

    Proposed Solution: Create Toggle within Custom Roles to "View only" or completely hide that section of the RingCX Admin.

    2 votes

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    New  ·  0 comments  ·  AI agent & supervisor assist  ·  Admin →
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  3. automatic bi-directional real-time voice translation

    We’d love to see real-time, bi-directional voice translation added to the Roadmap for RingCX.

    This would automatically translate conversations between agents and customers speaking different languages, directly within the RingCX platform.

    Business Impact
    - Improve Customer Experience: Agents can support customers in any language without delays or third-party tools.
    - Increase Efficiency: Eliminates the need for manual translation or external interpreters.
    - Support Global Teams: Makes RingCX ideal for multinational operations and multilingual customer support.
    - Reduce Costs: Cuts overhead for translation services while ensuring consistent service quality.

    Suggested Functionality
    - Translate voice conversations in real time (both directions).
    -…

    1 vote

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    New  ·  1 comment  ·  AI agent & supervisor assist  ·  Admin →
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  4. Improve Readability of Call Transcripts in RingCX

    The current transcript display in RingCX is difficult to read due to formatting and layout issues. Enhancing the transcript’s clarity and visual presentation would greatly improve user experience and efficiency when reviewing calls.

    3 votes

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  5. Robust Realtime Native Guidance/Analysis (Agent Assist)

    • Agent Assist check list of required speaking points for every call
    • Unique check list options for each ACD skill
    • Required items to be addressed on every interaction by agent, checked off when complete
    • Flexibility on completing the checklist items to include the percentage of the phrase the agent spoke, or required timing to say phrase, etc.
    • Flag to supervisor when check list items not completed during interaction – alert
    • Knowledge Base triggered popups (knowledge based currently within Agent Assist) based on items spoken by the caller
    • Enhance this with smart prompts that are similar to the original dynamic trigger provided…
    13 votes

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