Voice Recognition IVR, Alternative to AI Receptionist?

[Reece Cawthorn]

Hi All,

I'm currently working on a proposal for a large customer that receives approximately 65,000 inbound calls per month.

One of their key requirements is an IVR that allows callers to verbally state the person or department they wish to reach, with the call then being routed accordingly.

My initial thought was to use the AI Receptionist, but based on OpenAI usage costs, this could add somewhere in the region of £6,500–£10,000+ per month for this feature alone, which makes it difficult to justify.

I've also been exploring whether this could be achieved using the CFD and wondered if anyone has implemented something similar. If so, I'd be really interested to hear how you approached it, any limitations you encountered and the associated costs.

Equally, if anyone has any recommendations for a more cost-effective speech recognition solution that integrates well with 3CX, I'd love to hear your thoughts.

Any advice would be greatly appreciated!

Thanks in advance,

Reece

 

[Evolute IT]

Wait for the Grok implementation maybe? It will be much cheaper than OpenAI...

It's technically doable in CFD, but I would never recommend it. The way the voice is recognized is way less reliable than AI. (Miky vs Mikey would not give the same results in CFD.)

 

[Reece Cawthorn]

Thank you for getting back to me and for the information!

The introduction of Grok within the AI Agents would be a major plus for us. Since migrating our AI-enabled 3CX estate from OpenAI to Grok, we've already seen noticeable improvements in transcription accuracy, AI-generated summaries and (most importantly) cost!

Do you happen to have any idea on timescales for when Grok support may be introduced into the AI Agents? This particular customer is targeting a deployment by November 2026, so it would be helpful to understand whether this is likely to align with their implementation timeline.

 

[KyriacosS_3CX]

Hi @Reece Cawthorn, you can discuss this directly with your 3CX representative to get a better idea on the timeframes.

 

[edossantos_sipcaller]

In case you want to do this with the CFD, that's something I personally did some time ago and managed to get it working quite well by using synonyms to cover most of the alternative recognitions returned by the speech recognition engine. However I must admit that it's not a simple project, and having AI it's probably not worth going that way. I would at least wait for Grok to be available to decide if investing the effort on this makes sense.....