3CX AI Answers Calls For You
ITS has partnered with the 3CX phone system for many years. The latest version, expected very shortly, adds multiple AI-driven features, elevating communication for businesses. And, 3CX expects to further expand AI features in future updates. New AI features include:
AI Receptionist
Your phone system can now leverage OpenAI to screen callers, block spam calls, route valid callers, handle multiple languages, schedule meetings, and answer questions based on an uploaded knowledge base. It can find callers by caller ID in the contact list or external sources like a CRM. AI agents are department-aware and can send chat messages instead of routing a caller to voicemail. AI agents can answer SMS messages as well.
AI prompts are customizable, to tweak the response and steer the answer as desired. For example, "you are a helpful receptionist" vs. "you are an ancient philosopher leveraging wisdom, metaphors, and calm reasoning."
A related feature allows a human or AI assistant to screen calls for any user in the system, for internal and/or external calls, by schedule, and excluding desired "allowed" extensions.
AI Transcription
3CX AI can now transcribe calls and voicemails in multiple languages, successfully separating callers by audio channel, and time stamp. Transcription can be performed by 3CX, Google, or OpenAI, or even use a self-hosted server. Calls and video meetings are transcribed and stored for later review or use as a knowledge base. Call summaries include key points and action items.
AI Call Analytics/Reporting
3CX AI can provide call summaries and sentiment analysis to indicate customer mood across queues and agents, in call logs for analysis. For example, 3CX can link exported call records to Google BigQuery for Gemini to answer typed in questions such as, “How many calls did …. answer in the last 30 days?” or, “Generate a performance summary and coaching suggestions for …. .”
Other New Features
Recent 3CX updates include:
- shared voicemail for ring groups and queues
- department-based Microsoft 365 user sync
- Android Auto support
- Apple Watch notifications
- additional conference call options: direct or consultative (before merging calls)
- new Basic license
- new Enterprise+ license that includes transcription
- Grafana support for improved reporting and dashboards
- expanded remote storage/archiving support
- call quality monitoring/diagnostic tool
February 2026
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