AI integration and automating phone system

[jordanchisholm]

Hello. This is one of my first time posting here, hopefully someone has an answer to my questions.

One of our customers wants to automate their 3CX phone system, they are in manufacturing.

Use Case:
1. Customer calls main number
2. AI answers the call
3. Customer asks question or status update on their order (maybe says a job number and converts speech to text)
4. AI Bot can query internal system and either get status update or use text to speech (reads job notes or something)
5. AI Bot gives response (AI model gives response in text format. Convert text to speech then stream in call)

I have no idea where to start. I know how Amazon Polly works in 3CX CFD but other than that, not sure.

If anyone is currently doing a project of the same, please do reach out to me.

 

[VoIPTools]

This is not a straightforward collection of tasks. I've been building CFD applications for more than a decade and your project is going to be a challenge for anyone. It can be done, but this is not a "my first CFD" kind of project. You will want to engage an experienced developer. I can recommend @ConceptsWeb or ourselves @VoIPTools.

 

[TanSG]

Since the main number is used for this purpose, why not just hand off the call to Amazon Polly to deal with it.

Currently we have another similar setup but we are using Twilio to achieve what client need.

 

[VoIPTools]

Certainly forwarding the phone call to a dedicated AI service is an option, but that is not what was requested.

 

[N_G]

A good way to do this is to use the Web Call API to capture the call, then interact with Open AI. On OpenAI interface you will train it with your data so that it can answer the question correctly.

You will find some examples here in Git - https://github.com/3cx/call-control-examples

Now we will work on an example how we use Google Gemini (we can adjust for OpenAI later) to transcribe, do text to speech and of course get an AI answer for a question. We will try to do over the next few weeks.