3CX AI as first Level Support

[KyriacosS_3CX]

How? I can have the AI ask all the questions, etc. however where do the results go? There is no VM, no message, etc. How do you get the transcript of the conversation?

And perhaps we should note that some of the discussion in this thread is centered around the AI Agents as they exists in the upcoming update 9, which brings several enhancements over how they can be used in update 8 systems.

 

[SoHoIntegration]

I figured out how to get the transcription using the API.
Now if I can only figure out the prompt to get the agent to actually hang up the call....

 

[nikolascx]

Hang up works - you are using an old version.
Update to the latest, update AI module, and try it with a 3CX Prompt. The call will end.

 

[SoHoIntegration]

So, for the update, I can just do the AI component update?

 

[nikolascx]

Technically AI component is enough. Update that first.
But if it doesnt work, update everything.

 

[mfriedm1]

Hi Dear Team

The current AI Agent (to this date - 9th June) can

1. Answer, Greeting, Time and Date aware, Courtesy
2. Check Extensions / users / Presence
3. Check Departments / Users
4. Transfer to users
5. Take message and send to chat
6. Take message and send to email
7. Transfer fo Voicemail
8. Spam Detection
9. route to X when caller is non colab
10. Route to X when Caller is Hostile
11. Routing features based on detected in call keywords
12. Vector storage
13. Voices
14. Multi Language switching

Phase 2 (Currently in active Development)

1. More AI models
2. More AI Labs
3. MCP (PART 1: The Server side)
4. AI Fallback - Fallback to x when AI is not answering
5. .... Bunch of other things

We are working right now on this branch - hopefully to release this in the next month.

Phase 3 ***** This is what you guys need in this thread ******

1. MCP Part 2: (The client side). This will allow the AI Agent to "talk" to any 3rd party that supports MCP (i.e. the USB connector of AI)

Bear with us until we pass Phase 2. Phase 2 is required because it is going to prepare the foundation for Phase 3.

If you have any active development, especially using traditional old fashioned integrations (CRM integrations, CFD) I suggest you pause on this, because when Phase 3 comes, it will outdate everything that is old fashioned.

Sometimes with this ultra fast AI, best to pause and wait. Because it's very easy now to vibecode something and have it working.
But the routine of shipping software has not changed. So what you ship, you need to maintain. What I am trying to say, is that if you ship now something using old fashioned development, this is very soon going to be outdated.

Have a great day ahead - God bless

Hi Nikolas,

I hope you are well. Just wanted to follow up with you again since I saw Update 10 Alpha has released with some MCP tools. I was wondering if you could tell me how close we are to having the AI create a ticket in ConnectWise based off the phone call? With the new update, is it possible to have the caller ID information, transcription of the issue, etc. sent in either an email to our main support email (automatically creates a ticket) or have it create a ticket in our system under the correct company? Please let me know if you can what I would need to do to set something up like this, or if we are still waiting for the next update, etc.

Looking forward to your response!

Best,
Michael

 

[Evolute IT]

Hi Nikolas,

I hope you are well. Just wanted to follow up with you again since I saw Update 10 Alpha has released with some MCP tools. I was wondering if you could tell me how close we are to having the AI create a ticket in ConnectWise based off the phone call? With the new update, is it possible to have the caller ID information, transcription of the issue, etc. sent in either an email to our main support email (automatically creates a ticket) or have it create a ticket in our system under the correct company? Please let me know if you can what I would need to do to set something up like this, or if we are still waiting for the next update, etc.

Looking forward to your response!

Best,
Michael

CRM integration with connectwise offers most of this already.