I should point out that sentiment is just dipping your toe into AI analysis. I encourage you to take a look at our
3CX Recording Manager tool. Not only can we offer a transcription, summary, and sentiment score, we also enable you to "ask AI anything". In other words, you can create as many custom OpenAI prompts as needed to ask questions about your phone calls. You can ask questions about professionalism, language skills, active listening, how to better overcome objections or close a sale, whether the agent informed the caller that the call was being recorded, action items, key conversation points, appointments, etc. The list of possible questions is endless, and you can do it 100% automated today.
Our next version of Recording Manager due in the next few days will allow you to ask different questions depending on the user's department. You will be able to exclude from analysis calls shorter than X or longer than Y, or only analyze the first user's call for the week. We not only allow automated AI Agent scoring, but now you will be able to have both -- human and AI scoring with weighted scoring.
Further, and perhaps best of all, we let you control who has access to specific user recordings by individual department so your QA staff do not need console permissions to review recorded calls, and you decide who has their calls automatically analyzed, and which users are analyzed on an ad-hoc basis. There are a ton of new features in our totally rewritten tool. Take a look for yourself:
https://booking.voiptools.com
