Hi,
We are seeing an issue where RingCentral AI transcripts / call summaries are sometimes mapping call participants to the wrong contact.
The issue appears inconsistent. In some calls, the participant/contact recognition seems correct, but in other calls the AI summary assigns the wrong person as the contact or labels the participants incorrectly.
We already have an open support case for this issue: case #31452636. We have also recently been referenced a newer case number, #31847052, which appears to be with Tier 3 support, but we are waiting for confirmation on whether this replaced the previous case number.
Could you please advise if this is a known issue with AI transcript participant recognition / contact mapping, and whether support logs should be downloaded from the RingCentral extension for each affected call?
I can provide the exact call details directly through the support case rather than posting personal information here.
Thanks,
Lucas
