AI call analysis — keyword search and call scoring | 3CXCloud by Tenesys
3cxCloud.lt AI Calls is an advanced call analysis and analytics system, integrated with 3CXCloud by Tenesys, that analyses conversations automatically and surfaces the key insight from every call. With artificial intelligence you can analyse calls by keyword, get a call score, examine customer emotion and grasp the content of a conversation without listening to the whole recording.
The solution suits managers, customer service teams and quality specialists who want to monitor call quality effectively, analyse the customer experience and improve service processes on a cloud 3CX phone system.
How 3cxcloud.lt AI call analytics works
- The customer calls your business number or your WhatsApp number.
- The call arrives straight in 3CXcloud.lt.
- The agent answers it like any ordinary phone call.
- All communication stays inside 3CXcloud.lt.
- The emotional tone of the call is determined.
- The call is registered in 3cxcloud.lt as a ticket.
AI call analytics
AI call analytics analyses phone conversations automatically, spots important keywords and assesses service quality. It helps companies understand customer needs better, streamline the sales process and raise the quality of service. The system integrates with the 3CX phone system, so call analysis happens automatically and in real time. Learn more about 3CX telephony and what it offers a business.
Call transcription
The conversation is turned into text automatically from the call recording. Transcription lets you review what was said and find the important parts without listening to the whole recording.
In short:
Call transcription
The recording is turned into text automatically.
Transcription lets you review a conversation quickly, find the important information and save time, because there is no need to listen to the whole recording.
Call summary
A short, clear call summary is produced, so you grasp the point of the conversation and the main topics straight away.
Sentiment analysis
The system runs sentiment analysis automatically and determines the customer’s mood during the call — satisfied, neutral or dissatisfied.
Keyword-based call analysis
With keyword search across call transcripts you can find the most important parts of a conversation quickly. Click a word and listen from exactly that point.
Fast navigation
Searching inside a conversation has never been simpler — click a word in the transcript and listen from exactly that point.
Automatic language detection
The system recognises different languages automatically and delivers the summary, transcript and sentiment analysis in the language the conversation was held in.
Video transcription (@TENESYS)
The system transcribes not only calls but video sessions as well. Artificial intelligence turns video conversations into text, which makes meetings, training and customer consultations easy to analyse.
Call scoring
3cxCloud.lt AI produces a call score automatically, which helps you judge service quality, how staff communicate and how customers react.
Integrations with customer service systems
Adding it to helpdesk tickets
Call analysis results can be added to helpdesk tickets automatically, so service staff see the full context of the conversation immediately.
Linking to the customer history
Every recording, transcript and analysis can be linked to the customer history in your CRM. That puts the whole record of contact with a customer in one place.
Call analytics for business
With AI call analytics on 3CXCloud by Tenesys you can:
analyse large volumes of calls automatically
find the most important keywords in conversations
assess the quality of customer service
understand customer emotion and the tone of calls
resolve customer problems faster
cut the manual work in analysing calls
The result is more insight into the customer experience and better service quality.
More for your business
- Customers reach you the way that suits them.
- More calls — fewer lost contacts.
- The same service standard on WhatsApp and on ordinary calls.
- Planning is simple, because every stream is visible in one 3CX system.
Integration with CRM and helpdesk systems. Helpdesk ticket integration
Recordings, transcripts and analyses can be added to helpdesk tickets automatically, so the service team sees the whole history of communication.
Linking to the customer history
Every conversation can be linked to the customer history in your CRM, putting the full record of contact in one place.
The main advantages
✔ Take ordinary phone calls too
✔ WhatsApp calls and messages inside 3CX
✔ Video conferences — with transcription
✔ Every calling channel in one place
✔ Helpdesk emails.
AI - 3CXCloud.lt
🎧 AI Calls — calls that analyse themselves
AI Calls helps you understand quickly what happened during a conversation, even when there is no time to listen to the whole recording. Ideal for managers, quality specialists and anyone who needs to understand the customer’s experience.
What you get with AI Calls:
- ✅ Call transcription — the recording is turned into text you can read quickly. You will not miss important detail even when there is no time for the audio.
- 📝 Summary — a short, clear summary of the conversation, so you see what it was about with no extra work.
- 🙂 😐 😠 Sentiment analysis — AI determines the emotion the customer spoke with: satisfied, neutral or disappointed. A quick way to read the tone of a call.
- 🔍 Fast navigation — searching inside a conversation has never been simpler: click a word in the transcript and listen from exactly that point. No more “I have to listen to the whole ten minutes”.
- 🌍 Automatic language detection — whatever language the customer spoke, AI recognises it and delivers the summary, transcript and sentiment analysis in that same language.
- 🎯 More insight, less manual work — you process calls faster, notice what matters straight away and keep time for other work.
- 🤖 AI chatbot — a virtual colleague working around the clock. Artificial intelligence answers customers even when your team is off: ideal for frequent questions, for providing information and for pointing customers in the right direction.
