First, I have not had the opportunity to try the new 3CX AI service, but I can say that OpenAI is lightyears better than what we have had in the past from Google or anyone else for that matter.
But choosing the "best" AI is a moving target and perhaps this question will need to be revisited on a regular basis. For example, yesterday I used XAI's Grok 3 beta for help writing code and it is clearly better than anything I've seen from Google or OpenAI. It may not be long before I'm out of a job.
However, given the huge investments companies are putting into AI right now, perhaps just choosing a provider and sticking with it is the best short-term approach? It seems every day someone else is the new #1 AI. Last week the buzz was all about China's DeepSeek (garbage in my testing). I have a sense that regularly jumping from one provider to the most recent #1 is a bad idea.
Currently, I'm using OpenAI. The API for integrating with OpenAI is stupid simple. The results are truly amazing and getting better it seems every few days. I am using OpenAI for text-to-speech, voice-to-text (transcription), and for performing analysis on the transcriptions.
With OpenAI, I can ask anything of our recordings -- transcription, summary, sentiment, agent scoring, action items, appointments, key discussion points, how to better overcome objections, how to more successfully close a sale, etc. There really is no limit to what you can ask AI to do with your recorded phone calls.
I encourage you to take a look at our
3CX Recording Manager tool. We have yet another release scheduled in the next few days. In the next release you will be able to ask different questions depending on Department membership, skip recordings that are too short or too long, analyze every X number of agent recordings, add both AI and human scoring of an agent's handling of calls, and the ability to add varying weights to questions when scoring agents.
We are actively soliciting ideas from you for how we can add AI into our applications. For example, OpenAI does an amazing job with text-to-speech. We have added this capability into our
3CX Audio Scheduler,
3CX Survey Creator,
3CX Emergency Notifier,
3CX On Call Manager,
3CX Power Dialer, and others and there is more to come. If you have not heard what text-to-speech sounds like today, listen to the attached example from OpenAI. The crazy thing is the number of supported languages. They even support Maori which is a fairly obscure language but one I learned while living in New Zealand. It does a great job!
