V20 U2 Alpha - AI, Microsoft Teams & Admin Control

[Callinectes]

HI Team

For now, we are sending the Transcribed text to ChatGPT and it is giving us the sentiment. So yes, if you are in doubt, it's okay I guess. ChatGPT can make mistakes. TIP 1: Promise me you will not fire anyone blindly for now because of the sentiment!! Check the recording first . Also your API key will start to learn more about your requests. So be patient.

When ChatGPT sometimes answers wrong, What do we do?
We somewhat accept it, and either live with it or we try again. So given AI happens to be my number 1 favourite subject let's do something interesting and try again - but this time maybe with a different prompt

3CX generates the Sentiment by getting the transcribed text, and sending this to openAI WITH a prompt. If we edit this prompt, or engineer it differently, you WILL get a different sentiment score - Maybe you can make it more strict!!

You can find this prompt in the custom parameter table - named: OPENAI_SENTIMENT

This means that you guys can experiment with this and prompt engineer your own prompt.

This is the prompt we crafted:

"Analyze the sentiment of the following call transcript on a scale from 1 to 5, where 1 is extremely negative, and 5 is extremely positive.
Consider professionalism, kindness, humor, empathy and satisfaction as positive traits and deduct points for rudeness, hostility, annoyance and unprofessionalism.
If the content is offensive, aggressive, vulgar, or inappropriate, provide an appropriate negative sentiment.
Only respond with an integer number from 1 to 5."

You want to change this from 1 to 10, Go ahead.
You want to make it more relaxed, strict, bureaucratic, politically correct? Go for it!!

Let us know how this goes.. Checking other questions as we speak.

I am sorry if this was asked and answered elsewhere, but can any numbers (ie social security numbers, credit cards, and other PII or personally identifiable information) be obfuscated in the call transcription with an adjustment of the transcription parameters? I would think this would be an easy change and it will be absolutely critical to implement for a majority of our customers. TIA

 

[nikolascx]

I am sorry if this was asked and answered elsewhere, but can any numbers (ie social security numbers, credit cards, and other PII or personally identifiable information) be obfuscated in the call transcription with an adjustment of the transcription parameters? I would think this would be an easy change and it will be absolutely critical to implement for a majority of our customers. TIA

Hi @Callinectes
Good point.
So Whisper indeed does profanity filter (in English only) but if we can tell it to treat credit card information or Personal identifiable information (and hope it catches all instances) as instances of profanity, then we have what we need.

We are working on this. Trying to understand how solve this problem. Thanks for your feedback!

 

[pmterp]

After you have connected your CRM with 3CX, and calls start to register, what else would you like to see / do in your CRM?

Thanks so much!

The ability to initiate/control calls from within the CRM (using the CRM's dialer) as opposed the 3CX app.
In most cases the 3CX app is going to be the right solution but the ability to do everything from a single interface (the CRM) does have its advantages for some applications.

 

[aperson]

i think that caller ID matching via regex instead of a digit count/exact match would be nice. phone numbers in the crm are not always formatted correctly. (such as extra parenthesis or dashes)

 

[58voip]

The ability to initiate/control calls from within the CRM (using the CRM's dialer) as opposed the 3CX app.
In most cases the 3CX app is going to be the right solution but the ability to do everything from a single interface (the CRM) does have its advantages for some applications.

It's a good feature if it could be implemented especially for the Enterprise level contact center.

 

[tronic]

Dear @triwardhana
Good point. We will make a lot of changes in the CRM.
Bear with us - Will take some time yes - for sure approx 4 months, but by this year we should have advanced CRM integration.
Any other features you have which can improve CRM integration, do not hesitate and put them forward.

Question is this:
After you have connected your CRM with 3CX, and calls start to register, what else would you like to see / do in your CRM?

Thanks so much!

The biggest complaint we have for any CRM integration is that the records are created after the call ends.
Currently, the call journal is added after the call is hung up.
This is how every client tells me they want it to work like.

The call comes in and the CRM record does a lookup and pops up the CRM contact/account.
This call record should be created when they answer the call. This way they can add in any notes or information in regard to the call to the call journal. Where now the only way is to add the information to the account and then the call journey adds once you hang up the call.

Not sure if it's possible, but every single time I've done CRM integration, this is the feedback I get from the end user.

 

[edossantos_sipcaller]

The biggest complaint we have for any CRM integration is that the records are created after the call ends.
Currently, the call journal is added after the call is hung up.
This is how every client tells me they want it to work like.

The call comes in and the CRM record does a lookup and pops up the CRM contact/account.
This call record should be created when they answer the call. This way they can add in any notes or information in regard to the call to the call journal. Where now the only way is to add the information to the account and then the call journey adds once you hang up the call.

Not sure if it's possible, but every single time I've done CRM integration, this is the feedback I get from the end user.

The problem at this point is that 3CX needs to provide the call details, for example call duration, when creating the call log entry in the CRM. Those are usually mandatory fields in the REST API of the CRM. This information is only available when the call ends, and this is why it can't be reported in advance.

I understand the use case, and the CRM can do this because when you click "Add call log" in the CRM user interface, you're not actually creating the call log at that point, you're just opening a dialog, where you can take notes. When you click "Create" once you're done with this call is where you are creating the call in the CRM, and you need to provide the call duration. In this case, I can imagine 2 possible "solutions":
1) The simplest solution that works with all the CRMs: the agent already has the contact record open in a browser tab, because the Web Client already popped it. So the agent can click a single button in the CRM ("Create call log" for example), then write notes and log the call when it ends. You should disable call journaling to avoid duplication.

2) In order to avoid that the user needs to click that button, possibly missing some calls in the CRM if the agent "forgets", and to open this "Create call log" dialog automatically, it would be required an application that runs inside the CRM application in the browser that lets you customize this. Some CRMs provide APIs to customize their user interface, and this way it might be possible to achieve this, however it's a complex approach, different technologies and APIs for each CRM, testing becomes way more difficult, and so on.

Opening this call log dialog automatically in the CRM would require a lot of work, because 3CX would have to create an application for each CRM that supports this. Also, the integrations would work differently on each CRM, because not all of them support doing this....

 

[tronic]

The problem at this point is that 3CX needs to provide the call details, for example call duration, when creating the call log entry in the CRM. Those are usually mandatory fields in the REST API of the CRM. This information is only available when the call ends, and this is why it can't be reported in advance.

I understand the use case, and the CRM can do this because when you click "Add call log" in the CRM user interface, you're not actually creating the call log at that point, you're just opening a dialog, where you can take notes. When you click "Create" once you're done with this call is where you are creating the call in the CRM, and you need to provide the call duration. In this case, I can imagine 2 possible "solutions":
1) The simplest solution that works with all the CRMs: the agent already has the contact record open in a browser tab, because the Web Client already popped it. So the agent can click a single button in the CRM ("Create call log" for example), then write notes and log the call when it ends. You should disable call journaling to avoid duplication.

2) In order to avoid that the user needs to click that button, possibly missing some calls in the CRM if the agent "forgets", and to open this "Create call log" dialog automatically, it would be required an application that runs inside the CRM application in the browser that lets you customize this. Some CRMs provide APIs to customize their user interface, and this way it might be possible to achieve this, however it's a complex approach, different technologies and APIs for each CRM, testing becomes way more difficult, and so on.

Opening this call log dialog automatically in the CRM would require a lot of work, because 3CX would have to create an application for each CRM that supports this. Also, the integrations would work differently on each CRM, because not all of them support doing this....

Don't get me wrong I'm far from an API expert, but I think it was more a 3cx restriction that would only report once the call was complete when it had all the information. Maybe this is one benifets we will get out of the new 3cx core..

This is also the same restriction with the CDR records that they are historical and not live and are only created once you hang up.

It's more a call centre request that records are live and not historical for intergrations.

 

[Eurocom Innovazione]

Giusto. Penso di averlo trovato Prezzo USD probabile. Quindi molto più economico per un migliore. Upgrade molto bello.

OpenAI Whisper costa $ 0,006/minuto
API Google Speech-to-Text v2 $ 0,016/minuto (3CX v20)
API Google Speech-to-Text v1 $ 0,024/minuto (3CX v18)

@CentrexJ @ivank
I activated all the integration and I confirm that now in the reports I see correctly the new dedicated space the AI.
I have also activated call logging, in the reports it does not run the summary or all the features with ChatGPT.
I read in the guide that you have to set limits/budgets but they are all paid features.
I wanted to ask you with a free account is it possible to test any features?
Thank you
"I am trying it out on a test version with Italian voice"

 

[tronic]

@CentrexJ @ivank
I activated all the integration and I confirm that now in the reports I see correctly the new dedicated space the AI.
I have also activated call logging, in the reports it does not run the summary or all the features with ChatGPT.
I read in the guide that you have to set limits/budgets but they are all paid features.
I wanted to ask you with a free account is it possible to test any features?
Thank you
"I am trying it out on a test version with Italian voice"
View attachment 42347

Yes, the OpenAi Whisper that is used is a paid service. But so was the Google voice to text service.

 

[Eurocom Innovazione]

Yes, the OpenAi Whisper that is used is a paid service. But so was the Google voice to text service.

thank you very much for the information, I'll ask you a bit silly question, but I still don't know these configurations very well.

to start testing it I have to add $5 and then start paying $0.006/minute?
the parameters of the limits should I leave these?
in dollars 40 tokens how many is that?

 

[tronic]

thank you very much for the information, I'll ask you a bit silly question, but I still don't know these configurations very well.
View attachment 42351
to start testing it I have to add $5 and then start paying $0.006/minute?
the parameters of the limits should I leave these?
in dollars 40 tokens how many is that?
View attachment 42352

The limits are just there so you can set your maximum you want to spend, and it won't go over this amount. Obviously the integration will stop working at this point, but it's your choice.

3CX has released a guide on how to set it up now. Give this a go and let us know if you get stuck. https://www.3cx.com/docs/manual/openai-transcription/

 

[tronic]

One for the 3CX team.

One thing i haven't read about is how in version 18 there was a compressed ADPCM audio format option. I used to use this as its saved loads of space on recordings.

ADPCM format 256 KB per minute instead of the WAV PCM format 1 MB per minute, of recording, is a massive difference.
I'm sure there are formats that are compressed that Whisper can still read and still give the same benefits.

Be good to know this is in the list, with all the other 500 things to do.

 

[Eurocom Innovazione]

I limiti sono lì solo per permetterti di impostare il massimo che vuoi spendere, e non supererà questa cifra. Ovviamente l'integrazione smetterà di funzionare a questo punto, ma è una tua scelta.

3CX ha rilasciato una guida su come configurarlo ora. Provatela e fateci sapere se rimanete bloccati. https://www.3cx.com/docs/manual/openai-transcription/

thanks, I followed the whole guide but it only talks about how to set the limits but not the values.
I have to pass the information to the sales department, but I can't calculate how much it costs me to use the service to propose it to the end customer.

 

[N_G]

One for the 3CX team.

One thing i haven't read about is how in version 18 there was a compressed ADPCM audio format option. I used to use this as its saved loads of space on recordings.

ADPCM format 256 KB per minute instead of the WAV PCM format 1 MB per minute, of recording, is a massive difference.
I'm sure there are formats that are compressed that Whisper can still read and still give the same benefits.

Be good to know this is in the list, with all the other 500 things to do.

Its not on the list. Disk space is cheap these days Plus save the transcription not the recording....

 

[tronic]

th

Its not on the list. Disk space is cheap these days Plus save the transcription not the recording....

Thank-you for the update and reply.

 

[Samuele - Eurocom]

Dear @triwardhana
Good point. We will make a lot of changes in the CRM.
Bear with us - Will take some time yes - for sure approx 4 months, but by this year we should have advanced CRM integration.
Any other features you have which can improve CRM integration, do not hesitate and put them forward.

Question is this:
After you have connected your CRM with 3CX, and calls start to register, what else would you like to see / do in your CRM?

Thanks so much!

@nikolascx good morning, is the ability to see the call summary and sentiment analysis already working in the integration with HubSpot?

 

[Evolute IT]

@nikolascx good morning, is the ability to see the call summary and sentiment analysis already working in the integration with HubSpot?

No

 

[Samuele - Eurocom]

@tronic Do I have to perform a $5 recharge plus necessarily have a Plus subscription?

 

[tronic]

@tronic Do I have to perform a $5 recharge plus necessarily have a Plus subscription?

No you don't need Plus subscription.

Yes, as you will be doing pay as you go its based on recharge. You add credit to the account, and then it works this off until it recharges. So in billing you'll see the auto recharge options and you can set this to what ever you want. I can't g

If you go to https://platform.openai.com/usage, you'll see the usage and dollar amount it cost in here. Make a few calls and see the cost in here based on usage.