At Rio IT, we’re always searching for ways to help businesses streamline operations and be better at what they do. The latest update to the hosted phone system from 3CX and it’s integration with ChatGPT has got our engineering team excited! Version 20 now includes an integration that enables users to view AI-generated transcripts and summaries for every call. Using ChatGPT and Whisper, these powerful tools from OpenAI offer new possibilities for efficiency and quality in monitoring calls.
The 3CX ChatGPT Integration could be a Game-Changer for Call Quality Control
For businesses that handle frequent phone enquiries or bookings, maintaining high quality conversations is critical for a good customer experience. Traditionally, monitoring calls through reviewing a sample selection or customer feedback can be time-consuming and doesn’t give a complete picture. This is why the functionality from the 3CX ChatGPT integration could bring new levels of efficiency to call quality control.
Daniel Milner, Senior Systems Engineer at Rio IT, has seen first-hand how laborious call monitoring can be. “I’ve set up call centre-style environments where entire days were spent listening to random calls for quality control. It’s neither enjoyable nor efficient,” he explains.
Now, with 3CX’s OpenAI integration, AI could handle the bulk of the quality control. This allows teams to process reviewing more calls in less time. Staff only need to focus on flagged transcripts that require extra attention. AI can categorise complaints calls and create a data stream for them. This comes from being able to determine tone or sentiment of the call, for example, if someone was angry.
This could be a game-changer for call centres and businesses looking to improve efficiency in managing customer interactions and complaints.
AI-Generated Call Summaries for a Smarter Way to Monitor Calls
With the OpenAI integration, users can see a detailed transcript and AI-generated summary after every call. The summaries go to the next level by interpreting a caller’s tone or sentiment, creating data for calls based on whether they were happy or frustrated. The system can also flag concerns like derogatory language or any other useful criteria you would like to look out for. By categorising calls based on this data, businesses can have a clear, real-time overview of all their customer interactions.
How to Get Started with the 3CX ChatGPT integration
Curious to try this new feature? Rio IT can help you integrate AI-driven call summaries and transcripts into your 3CX phone system. Setting it up is simple — simply purchase credits from OpenAI and load them into your 3CX system. Our team will handle the process for you, making sure everything is up and running smoothly. Drop us a message if you’d like to trial the new call transcripts and summaries.
The Shift to VoIP
If your business hasn’t yet switched to a hosted phone system, now is the time. Traditional ISDN phone services are being phased out in the UK, making the move to VoIP essential. Systems like 3CX not only future-proof your business but also offer valuable AI-powered tools to enhance customer service.
At Rio IT, we’re dedicated to keeping your business ahead of the curve. As a Silver Partner reseller for 3CX, we have been recognised for our expertise to help customers to make the most of hosted business phone systems, including AI features. Get in touch with us today and discover how we can help you streamline communications and boost efficiency.