Love that EC does the audio recording and transcription--that's a keeper.

But have grown VERY tired of having EC's "AI" features overwrite my notes in the Title and Issue Summary fields when a call ends and I've put what I want there. I find this downright obnoxious. I've submitted multiple bug reports, and the only thing I've been offered is "put your notes somewhere else" or "we can turn off the AI features, but that means everyone on your team will lose them."

I get that some people just love the AI; that's fine. But nobody on the EC team seems to be willing or able to design it so that users can put information in those two fields of the ticket while actively working a call and still have AI that doesn't randomly overwrite / obliterate what is put there. Annoying, frustrating, obnoxious. If you don't put notes in your tickets, you don't care, and again, that's fine. I do. I know people who don't use EC for anything but a means to make calls without using their personal cell, and that's it. Fine. But I want to be able to jot notes into a ticket in the moment--things that stand out to me (not some AI bot) and have those preserved when the call is over. AI should have its own fields--users should get their own fields, and ne'er the twain should meet.

AI is fine until it gets in the way of the user. And it most definitely is as far as I'm concerned in this application. Optional, please, not forced. Two years ago, I was a fan, but this has made EC an application I really don't enjoy using anymore.