REAL-TIME TRANSCRIPTION NEEDED: WILL HIRE IF YOU CAN DO THIS

[josiahknows]

We are looking for a customer integration for 3cx for a customer of ours that is a car dealership. We are looking for Custom Real-Time transcribing which sets off actionable alerts for managers to be notified of calls in progress that need to be monitored or barged into based on specific keywords being spoken of in the conversation. Basically, the AI would “listen” to each phone call, transcribe in real-time, read that transcription to look for keywords, once find those keywords it would send an alert to a manager notifying them of the call in progress so that they can take action. Later, they would also be able to search these transcriptions as well to find calls based on what was said during the call.
Please let me know if you think this is possible with 3CX. This is an urgent opportunity since we are bidding against another company who is already offering these integrations. See this link:

If you think you can do this, we will glady hire you to do it.

 

[josiahknows]

Sorry, didn't realize I couldnt put a link? If you Google: "InteractiveTel Promotional Video" by InteractiveTel on Vimeo you'll find the video

 

[VoIPTools]

Unfortunately, you can't get access to the audio stream in real-time, so you can't transcribe in real-time, so you can't take actions (like barge, listen, etc.) based on keywords while the call is in progress. It simply is not possible to do this with 3CX alone.

It MIGHT be possible to listen in on the call, much the way we can with Wireshark, but that would be external of 3CX, and frankly, I've never tried it, and I'm not sure how 3CX would feel about it. But assuming you could get access to the audio stream, and transcribe fast enough, and accurately enough, you certainly could invoke a barge on actionable keywords.

To perform the barge (or other actions) you would need to connect to the 3CX Call Control API. That means you have to run this monitoring application directly on the 3CX server because the 3CX API only permits connections from localhost. OK, we probably needed to monitor the audio stream from the 3CX server anyway.

You would also need to monitor who is available to participate in the barge. That means you have to check if an extension is "Available", registered, and perhaps logged into a queue or something to ensure they are actually working. And you have to check whether they are already engaged in a call.

Putting all these pieces together would certainly require a considerable effort (effort = dollars). I'll bet it could be done, but whether it is cost-justifiable is another important consideration.

Finally, there are a lot of "unknowns" in the beginning. My primary concern is getting access to the audio stream (in real-time). The rest of the tasks are well-known to me. In fact, we have our own VoIPTools API for checking the status of an extension and whether they are currently in a call, and performing the barge. Our API makes it relatively simple to perform the 3CX tasks. It's getting access to the audio stream that makes this project challenging.