What is Insights AI?
Insights AI is the AI-powered voice analytics module of CX-Engine. It automatically processes every recorded call to produce transcriptions, summaries, sentiment scores, speech KPIs, and quality evaluations, all without any manual effort from your team.
It is designed to bring enterprise-grade call intelligence to small and medium businesses, replacing the need for a dedicated quality analyst team.
Which PBX systems does Insights AI support?
Insights AI is compatible with 3CX and Yeastar PBX systems. It works through the CX-Engine CRM Connector, which must be installed and associated with your PBX before AI analysis can be enabled.
What data does Insights AI produce for each call?
Every processed call yields a rich set of outputs:
- Full text transcription with speaker separation
- Short and detailed call summaries
- Sentiment label (Positive, Neutral, or Negative), numeric sentiment scores, and sentiment evolution over the call
- AI-detected reason for the call and any detected frustration indicators
- Free-form topics and structured subjects matched to your subject taxonomy
- Speech KPIs: speaking ratios, speech rates, monologue durations, and First Call Resolution
- Audit grid score based on your custom evaluation criteria
All outputs are available in the call log and can be mapped to CRM fields when call logging is active.
What is the audit grid feature?
The audit grid lets you define a custom quality scoring framework for your calls. You create categories and criteria, each with a weighting (1-5), an AI evaluation instruction, a checklist, and a rating scale description.
The AI evaluates every call against your grid and produces a score per criterion plus an overall weighted quality score. This replaces manual call monitoring at scale.
A default template grid is available to help you get started.
Can Insights AI data be synced to my CRM?
Yes. All AI outputs, including transcription, sentiment scores, call summaries, subjects, and audit scores, are available as mappable CRM fields when call data enrichment is enabled in the CRM Connector settings. This gives you a complete customer view directly in your CRM.