Insights AI and Insights AI Lite analyse your calls in the same place in CX-Engine. The main difference is who produces the transcript: CX-Engine, or your 3CX phone system.
- Managed by CX-Engine: CX-Engine produces the result with its own AI.
- Managed by PBX: your 3CX produces the result with its configured AI provider, and CX-Engine retrieves it.
- ✓ / ✗: the feature is available, or not, on this plan.
#Transcription
| Feature | Insights AI | Insights AI Lite |
|---|---|---|
| Call transcript | Managed by CX-Engine | Managed by PBX |
| Agent and customer identified in the transcript | Managed by CX-Engine | Managed by PBX |
| Speaker names detected from the conversation | ✓ | ✗ |
| Correction of your custom vocabulary | ✓ | ✗ |
| Obfuscation of sensitive information | ✓ | ✗ |
#Call Analysis
| Feature | Insights AI | Insights AI Lite |
|---|---|---|
| Short summary | Managed by CX-Engine | Managed by PBX (1) |
| Detailed summary | Managed by CX-Engine | Managed by CX-Engine |
| Reason for call | Managed by CX-Engine | Managed by CX-Engine |
| Reason for frustration | Managed by CX-Engine | Managed by CX-Engine |
| Topics | Managed by CX-Engine | Managed by CX-Engine |
| Subjects from your subject tree | Managed by CX-Engine | Managed by CX-Engine |
| Sentiment label and score | Managed by CX-Engine | Managed by PBX |
| Sentiment evolution during the call | Managed by CX-Engine | ✗ |
| Audit grid | Managed by CX-Engine | Managed by CX-Engine |
| Speech KPIs | Managed by CX-Engine | ✗ |
(1) If 3CX does not provide a summary, CX-Engine writes one.
#Using Your Calls
| Feature | Insights AI | Insights AI Lite |
|---|---|---|
| Sync to your CRM | ✓ | ✓ |
| Insights AI assistant | ✓ | ✓ |
| Connection to your own assistant (MCP) | ✓ | ✓ |
| Call exports | ✓ | ✓ |
| Call recording storage | Always | Optional |
#Requirements
| Requirement | Insights AI | Insights AI Lite |
|---|---|---|
| Phone system | All PBX systems supported by Insights AI | 3CX V20 only |
| AI provider configured on your 3CX | Not needed | Required |
| 3CX API credentials | Not needed | Required |
#Which Plan Should You Choose?
Choose Insights AI if you need speech KPIs, sentiment evolution, obfuscation or the correction of your custom vocabulary, or if you don't use 3CX V20.
Choose Insights AI Lite if your 3CX already transcribes your calls with its AI provider, and you want CX-Engine to add the detailed analysis and audit grids.
You can use both on the same account, by choosing the plan for each extension in CRM Connector > Settings. See our Pricing page for more information.