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Release Notes > AI Conversation Expert

Release Notes

AI Conversation Expert

Stay up to date with the latest features, improvements, and bug fixes for AI Conversation Expert (ACE, formerly RingSense).

Q4 2025

October 2025

What's new

Scorecard Insights and Reports

ACE now provides enhanced visibility into scorecard activity and agent performance.

Aggregate insights: View overall scorecard trends and performance outcomes.
Pattern analysis: Identify pass/fail behaviors and scoring consistency.
Exportable reports: Download reports for audit, trend analysis, and coaching use.

CSAT Prediction

ACE can now predict customer satisfaction (CSAT) based on transcript analysis.

Trend visibility: Monitor 90-day CSAT movement and patterns.
Targeted QA: Jump directly to calls with predicted low satisfaction.
Topic explorer: Review top emerging topics with drill-down detail.
Report export: Export CSAT insights for additional analysis.

Insights Dashboard Enhancements

Insights provides immediate visibility into voice and digital interactions—no manual review required.

Investigate: Explore charts conversationally and ask follow-up questions for deeper analysis.
Explain: Generate concise summaries that highlight trends and key patterns.
Dashboard export: Export dashboards to PDF and download individual charts with applied filters.