AI Transcription Question

[This_guy_here]

I see in the more recent version of v20 there is 3CX transcription under Enterprise license. We've been using the OpenAI model for a few months and it's been working well. I am really curious to understand what functionality the 3CX transcription provides. Is there AI summaries and action items identified? Or other AI-based functions? Or is this simply a transcription service? The documentation doesn't include much detail - https://www.3cx.com/docs/ai-transcription/

 

[NicholasP_3CX]

Currently the AI functionality provides the transcription of voicemails and recordings.

With OpenAI we also provide a 50 word summary of the call as well as a sentiment score of 1-5

 

[artooro]

@NicholasP_3CX we just upgraded to an Enterprise license to get call transcriptions, and I guess I just assumed that 3CX AI would provide summaries of the call as well. Considering it's still in Beta, will you be adding a call summary response with 3CX AI as well? It's part of the default CRM ZendeskV2 template so it seems like it's expected to be a standard feature.

 

[VoIPTools]

For the few people on the planet that have not tried using AI to transcribe call recordings, let me tell you that the technology is absolutely amazing. Our company has been providing transcriptions of 3CX recordings and voicemails for close to 15+ years. Over that period we have worked with countless different voice-to-text engines including some REALLY expensive services. The transcriptions we got before OpenAI were sometimes pretty comical. You could get the general points of the conversation, but the accuracy was somewhere in the 75% range because of the recording quality used by 3CX. That has all changed. Now we can get essentially perfect transcriptions.

Along with transcriptions, we can also perform analysis of the conversations -- a summary and sentiment score are just the beginning. We call our AI feature "Ask AI Anything". I encourage you to take a look at our 3CX Recording Manager tool. We support both OpenAI and Azure OpenAI, and soon xAI. Maybe at some point 3CX will open up their AI too.



If I may direct your attention to the side panel in the dialog image above. There you will see some sample questions we are asking about this recording -- action items, key conversation points, appointments, and below that "Score" Now you can ask AI to score how the agent handled calls based on their demonstrated knowledge, courtesy, active listening, compliance with procedures, and even ask for suggestions like "how could the agent more successfully overcome objections?" or "How could the agent do better closing a sale?". The point is, with our "Ask AI Anything" feature you can do just that -- ask anything about your phone conversations.

For those companies that employ a quality assurance team that takes random samples of agent conversations, I ask you just what does that cost to have a human perform this task? First, the QA person has to listen to the entire conversation, then transcribe, summarize, determine a settlement score, and do all the tasks I mentioned. That would likely require hours per phone call. That's why they perform random samples rather than analyze every phone call. Having a human analyze a single phone call could cost hundreds of dollars, and require hours of time. With AI, a 30 minute phone call takes about 15 seconds and cost $0.20 cents. At those prices you can analyze every call and still save a lot of money... and we can provide agents instant feedback by sharing the analysis of their call via email.