What are the prerequisites for Insights AI?
Two things must be in place before enabling Insights AI:
- A PBX (3CX or Yeastar) must be connected to CX-Engine via the CRM Connector
- Call data enrichment must be enabled in the CRM Connector settings
Call data enrichment is what allows CX-Engine to capture and process call recordings. AI analysis is an additional layer that runs on top of it.
How do I activate Insights AI?
Activation is done from the CRM Connector settings, per CRM integration:
- Enable Call Data Enrichment at the general level and check your integration is included
- Under your integration's feature toggles, enable Transcription and AI Analysis
Changes take effect on new calls. There is no retroactive processing of past recordings.
How is Insights AI priced?
Insights AI is priced at 17.90 EUR per user per month. This includes transcription, call summaries, and sentiment analysis.
A fair use policy applies: 30 hours of call audio per user per month, pooled across your account. If your team has 10 users, the pool is 300 hours per month in total.
What happens if the fair use limit is exceeded?
The fair use limit is pooled across all users on your account, which gives teams with uneven call volumes flexibility. If the pool is exceeded, additional charges apply. Contact the BlueRockTEL team for details on overuse rates.
How do I set up call subjects and audit grids?
Both are configured from the Insights AI settings section in CX-Engine:
Call subjects are a hierarchical taxonomy you define to categorize calls. Navigate to Call Subjects, click New Subject, and build your tree. Subjects can be nested to any depth, for example: Support > Technical > Database.
Audit grids define your quality scoring framework. Navigate to Audit Grids, click New Audit Grid, and add categories with criteria. Each criterion has a weighting (1-5), an AI evaluation instruction, a checklist, and a rating scale. A default template is available to help you get started; you can duplicate and adapt it.