Possible Ai Feature Requests

[UCMUserAZ]

These are more call center based Ai features supervisors have been requesting and/or they have seen at conferences:
- Call summary text at end of call presented to agent real-time so they can put into CRM on the customer record
- Ai coaching based on determined prompts. Real-time Ai generated post-call scores presented to agent with quick tips for improvement if needed. Tips would be based on an Ai agent profile prompt that is built with specific instructions on scoring. Tracking of these score avg per day, week, month, and year so agent can see improvement. Also for supervisor reports to show this. The avg score/metrics built into the agent phone UI.
- Ai notification to supervisor for call where Ai thinks might need assistance or for supervisor/coach to listen in on
- Ai to flag a call for supervisor to listen to based on set of rules or criteria (post call quality review)
- Ai agent payment flows. I know call flow designer has payment flows, but more dynamic with an Ai agent. With Ai agent payment flow, due to PCI would be nice to have Ai do DTMF masking while digits are entered. Putting in additional tones to mask a number being entered are valid for PCI compliance.

Great work to the 3cx Team on all these new enhancements!

 

[KyriacosS_3CX]

Hello,

Please monitor our communications over the following weeks as some of the above are coming. If you refer to the other discussions in the AI forum and Product Releases you will see some being mentioned as upcoming.

Thanks,
Kyriacos

 

[UCMUserAZ]

Hello,

Please monitor our communications over the following weeks as some of the above are coming. If you refer to the other discussions in the AI forum and Product Releases you will see some being mentioned as upcoming.

Thanks,
Kyriacos

Thanks. Will be watching and following.

 

[KyriacosS_3CX]

Thanks. Will be watching and following.

Check this out: https://www.3cx.com/community/threads/3cx-bigquery-sql-agent-powered-by-gemini-google-adk.136302/