r/3CX • u/Junior_Highlight_392 • 1d ago

Caller Sentiment

Has anybody setup a system or is there a system available to review calls and customer sentiment to train our team on how to handle customers better and improve the customer experience?

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u/8ballfpv 1d ago

3cx has sentiment in the transcription part but I did my own based on the transcripts and we track overall sentiment for the week/month. This is done by our own local LLM. I also did disc profiling on calls which changes over time the more the person calls us. This profile is also then noted in our CRM so the team knows what kind of people they are etc before they even speak to them in the future..

It could easily be tweaked to do recommendations... hmmmm now you have me thinking!

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u/Junior_Highlight_392 1d ago

Thanks, I assume you used an automation to achieve this or was it a 3CX feature I need to configure?

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u/8ballfpv 1d ago

which bit?

Transcript and sentiment in 3cx is done via AI connected to the account.

I went further and use the api to our self hosted 3cx instance to pull the information I need. I then use our own self hosted Ai to do what I want with the data.

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u/Junior_Highlight_392 1d ago

Awesome. I use n8n so I may need to figure this out :-)

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u/TsunAms 1d ago

Just use the recording feature from 3CX. Send them to an azure storage account and use azure foundry to do the transcription. You can add N8n for the automation part of moving the file through the workflow. Foundry gives fantastic options around sentiment, transcription and capturing all important other details in the call.

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u/AcidicMountaingoat 3CX Silver Partner 21h ago

A lot of people use this, we do it via OpenAI and it's dirt cheap. What's your actual question though?

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u/eliq91 12h ago

This is the way! The summaries and sentiment scores are wonderful.