Artificial Intelligence IVR

[LyonAdmiral]

My agency is looking for an artificial intelligence based auto attendant (IVR); for example you call, it answers and says "Thanks for calling, what can I help you with?" and then based on your responses it makes some decisions about how to route your call? Does 3CX have anything like that built in, if not, can it operate with a 3rd party AI IVR and if so which one?

The reason I ask this is we're in the middle of a contract with communications vendor X, and when we can get out of this contract I want to roll out 3CX (128 simul calls) because I feel it is a better more feature rich product at a lower price and while right now having AI-IVR integrations are not deal breaking, it's close.

Thanks,
D

 

[Evolute IT]

My agency is looking for an artificial intelligence based auto attendant (IVR); for example you call, it answers and says "Thanks for calling, what can I help you with?" and then based on your responses it makes some decisions about how to route your call? Does 3CX have anything like that built in, if not, can it operate with a 3rd party AI IVR and if so which one?

The reason I ask this is we're in the middle of a contract with communications vendor X, and when we can get out of this contract I want to roll out 3CX (128 simul calls) because I feel it is a better more feature rich product at a lower price and while right now having AI-IVR integrations are not deal breaking, it's close.

Thanks,
D

You cannot do that kind of external IVR on 3CX without having a lot of flow issues.

You could try the VoiceInput of CFD, however, it is static and would need to recognize predefined phrases or words.

 

[VoIPTools]

The short answer is "No", not built-in. You could probably accomplish this with Call Flow Designer applications, but this would mean ALL your IVRs would have to be custom built. You would not be able to use the built-in Digital Receptionists provided by 3CX.

I have to admit that my experience with voice recognition based IVRs has been largely frustrating and something I try to avoid by smashing "0" fairly quickly, or screaming "Agent" at my phone. Building an effective voice recognition based IVR requires a lot of work and would likely have to evolve over time as you recognize common challenges faced by your callers. You would have to regularly monitor the logs and adjust.