Overview

AI Features bring artificial intelligence capabilities to your Cloud-PBX, enabling natural voice generation, automatic call transcription, and voicemail-to-text conversion.

Available AI Features:

• Text-to-Speech (TTS): Convert text to natural-sounding speech for IVR prompts
• Call Transcription: Automatically transcribe phone calls in real-time or post-call
• Voicemail Transcription: Convert voicemail messages to searchable text

Key Benefits:

• Cost Savings: Eliminate professional voice recording costs
• Faster Updates: Change IVR prompts instantly without re-recording
• Better Compliance: Searchable call records for regulatory requirements
• Improved Accessibility: Text alternatives for audio content
• Enhanced Analytics: Extract insights from call content

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AI Features Overview

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Feature Comparison

Feature	Text-to-Speech	Call Transcription	Voicemail Transcription
Primary Use	IVR prompts, announcements	Call content analysis	Quick voicemail review
Availability	All plans	Enterprise plans	Professional plans+
Activation	Instant	Contact support	Instant
Languages	40+ languages	30+ languages	30+ languages
Real-Time	Yes	Yes (optional)	No (post-call)
Cost	Per character	Per minute	Per message
Integration	IVR, announcements	CRM, helpdesk	Email, mobile app

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Use Cases

Customer Service & Support

Scenario: Multi-language customer support line

AI Features Used:

• TTS: Dynamic IVR prompts in customer's language
• Call Transcription: Quality assurance and compliance
• Voicemail Transcription: Quick triage of after-hours messages

Benefits:

• Support 40+ languages without hiring voice actors
• Searchable call records for dispute resolution
• Respond to urgent voicemails without listening
• Train agents using transcribed call examples

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Sales & Marketing

Scenario: Inside sales team making 100+ calls per day

AI Features Used:

• TTS: Personalized voicemail drops with dynamic content
• Call Transcription: Identify keywords and buying signals
• Voicemail Transcription: Prioritize callbacks based on message content

Benefits:

• Leave consistent, professional voicemails at scale
• Track mention of competitors or specific products
• Identify hot leads from voicemail urgency
• Coach sales reps using actual call transcripts

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Healthcare & Compliance

Scenario: Medical practice with HIPAA compliance requirements

AI Features Used:

• TTS: Appointment reminders and health information
• Call Transcription: Complete call documentation for patient records
• Voicemail Transcription: Document patient messages accurately

Benefits:

• Automated appointment reminders reduce no-shows
• Complete audit trail of patient communications
• Searchable records for compliance audits
• Reduce transcription costs vs. manual medical transcription

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Enterprise & Contact Centers

Scenario: 200-agent contact center with quality management

AI Features Used:

• TTS: Dynamic IVR based on time, queue, caller
• Call Transcription: Real-time agent assist and coaching
• Voicemail Transcription: Callback queue prioritization

Benefits:

• Update IVR instantly without production delays
• Real-time supervisor alerts for escalation keywords
• Sentiment analysis for customer satisfaction
• Automated quality scoring based on transcript keywords

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Getting Started

Step 1: Assess Your Needs

Questions to Consider:

• Do you frequently update IVR prompts or announcements?
• Do you need searchable call records for compliance?
• Is your team spending too much time listening to voicemails?
• Do you support multiple languages?
• Do you need call content for analytics or AI insights?

Step 2: Check Plan Compatibility

Plan Requirements:

Text-to-Speech (TTS):
  ✅ Available on all plans
  💰 Pay-per-use pricing
  🚀 Instant activation

Call Transcription:
  ✅ Available on Professional+ plans
  💰 Contact support for pricing
  📞 Requires activation by support team

Voicemail Transcription:
  ✅ Available on Professional+ plans
  💰 Included in plan or pay-per-use
  🚀 Enable in admin settings

Step 3: Enable Features

Text-to-Speech: No setup required, use directly in IVR builder

Call Transcription: Contact support with:

• Number of agents
• Expected call volume (minutes/month)
• Languages needed
• Real-time vs. post-call preference

Voicemail Transcription: Enable in Settings → Voicemail → Transcription

Step 4: Integration

Integrate with Business Tools:

• CRM: Send transcripts to customer records
• Helpdesk: Attach transcripts to support tickets
• Analytics: Feed transcripts to business intelligence tools
• Storage: Archive transcripts for compliance

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AI Quality & Accuracy

Transcription Accuracy

Expected Accuracy Rates:

Ideal Conditions (clear audio, native speaker):
  English: 95-98% accuracy
  Major languages (ES, FR, DE): 93-96%
  Other supported languages: 90-94%

Real-World Conditions (some background noise, accents):
  English: 88-93% accuracy
  Major languages: 85-91%
  Other languages: 82-88%

Challenging Conditions (heavy noise, strong accents, technical jargon):
  All languages: 70-85% accuracy

Factors Affecting Accuracy:

• Audio quality (background noise, connection quality)
• Speaker accent and speaking speed
• Technical jargon or specialized terminology
• Multiple speakers talking simultaneously
• Audio encoding and bitrate

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TTS Voice Quality

Natural-Sounding Voices:

• Neural TTS technology (WaveNet, Azure Neural TTS)
• Emotional intonation and emphasis
• Natural pauses and breathing
• Adjustable speed, pitch, and volume

Voice Options:

Language: English (US)
  - Female voices: Jennifer (warm), Joanna (professional), Salli (friendly)
  - Male voices: Matthew (authoritative), Joey (casual)
  
Language: Spanish (ES)
  - Female: Lucia, Conchita
  - Male: Enrique, Miguel

Language: French (FR)
  - Female: Céline, Léa  
  - Male: Mathieu, Rémi

40+ languages, 200+ voices available

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Privacy & Compliance

Data Handling

Transcription Data:

Call Audio → Transcription Engine → Text Output
     ↓              ↓                    ↓
  Stored          Not Stored          Stored
  (30-90 days)    (deleted after)     (per policy)

Data Retention:

• Call recordings: 30-90 days (configurable)
• Transcripts: Same as call recordings or longer
• Voicemail audio: 30 days default
• Voicemail transcripts: 90 days default

Data Location:

• Processing: Cloud AI providers (Google, AWS, Azure)
• Storage: Your chosen data region
• Compliance: GDPR, CCPA, HIPAA (BAA available)

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Compliance Certifications

Cloud-PBX AI Features:

• ✅ GDPR Compliant: EU data protection
• ✅ CCPA Compliant: California privacy
• ✅ HIPAA Compliant: Healthcare (BAA required, contact support)
• ✅ SOC 2 Type II: Security and availability
• ✅ ISO 27001: Information security

Vendor Certifications:

• Google Cloud Speech-to-Text: HIPAA, GDPR, SOC 2
• AWS Transcribe: HIPAA, GDPR, SOC 2
• Azure Speech Services: HIPAA, GDPR, ISO 27001

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PII & Sensitive Data

Redaction Options:

Automatic PII Redaction (optional):
  ✅ Credit card numbers
  ✅ Social Security Numbers
  ✅ Email addresses
  ✅ Phone numbers
  ✅ Addresses
  ✅ Names (optional)

Example Transcript (with redaction):
"My credit card number is [REDACTED] and my SSN is [REDACTED]. You can reach me at [REDACTED]."

Sensitive Content Filtering:

• Medical terminology flagging (HIPAA)
• Financial information detection
• Custom keyword alerts
• Profanity filtering (optional)

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Pricing

Text-to-Speech Pricing

Pay-Per-Use:

Standard Voices:
  $4 per 1 million characters
  ~$0.000004 per character
  
Example: "Hello, thank you for calling." (30 characters)
  Cost: $0.00012 per prompt play

Neural Voices:
  $16 per 1 million characters
  ~$0.000016 per character
  
Example: Same 30-character prompt
  Cost: $0.00048 per prompt play

Typical Monthly Cost (5,000 IVR plays/month):
  Standard: ~$6/month
  Neural: ~$24/month

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Call Transcription Pricing

Enterprise Feature (contact support for pricing):

Estimated Pricing:
  $0.01 - $0.03 per minute transcribed
  Volume discounts available

Example: 10,000 minutes/month
  Cost: $100 - $300/month
  
Included Features:
  - Real-time or post-call transcription
  - Multiple language support
  - PII redaction
  - API access for integration
  - Storage for 90 days

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Voicemail Transcription Pricing

Included in Professional+ Plans or pay-per-use:

Pay-Per-Use:
  $0.05 per voicemail transcribed
  
Example: 100 voicemails/month
  Cost: $5/month

Professional Plan: Included (up to 500/month)
Enterprise Plan: Unlimited

Typical voicemail length: 30-60 seconds
Transcription time: < 30 seconds

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Best Practices

Optimizing TTS Quality

Writing for TTS:

❌ Poor: "Press 1 for sales, 2 for support, 3 for billing..."
✅ Good: "Press one for sales. Press two for support. Press three for billing."

❌ Poor: "Your confirmation number is A-B-C-1-2-3-4-5-6"
✅ Good: "Your confirmation number is, A B C, one two three, four five six."

❌ Poor: "We're located at 123 Main St."
✅ Good: "We're located at one twenty-three Main Street."

SSML for Advanced Control:

<speak>
  Welcome to <emphasis level="strong">Acme Corporation</emphasis>.
  <break time="500ms"/>
  For sales, press <say-as interpret-as="digits">1</say-as>.
  <prosody rate="slow">
    For technical support, press 2.
  </prosody>
</speak>

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Improving Transcription Accuracy

Audio Quality Tips:

• Use high-quality headsets (not speakerphone)
• Minimize background noise
• Enable noise cancellation features
• Use wired connections when possible
• Maintain consistent audio levels

Speaker Best Practices:

• Speak clearly at moderate pace
• Avoid talking over each other
• Use standard terminology when possible
• Spell out critical information (account numbers, etc.)
• Confirm understanding for important details

Post-Processing:

• Review and edit transcripts for accuracy
• Build custom vocabulary for industry terms
• Train transcription engine with corrections
• Use punctuation and formatting rules

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Managing Transcription Data

Storage Strategy:

Hot Storage (0-30 days):
  - Searchable database
  - Quick access for agents
  - Integrated with CRM/helpdesk
  
Warm Storage (31-90 days):
  - Compressed archive
  - Searchable but slower
  - Compliance retention
  
Cold Storage (90+ days):
  - Encrypted backup
  - Audit/legal holds only
  - Cost-effective long-term storage
  
Deletion Policy:
  - Delete after retention period
  - Customer GDPR deletion requests
  - Secure deletion with audit log

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Troubleshooting

TTS Issues

Problem: TTS voice sounds robotic or unnatural

Solutions:

• Switch from Standard to Neural voices
• Add SSML markup for better phrasing
• Adjust speaking rate and pitch
• Use punctuation for natural pauses
• Break long text into shorter phrases

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Transcription Issues

Problem: Low transcription accuracy

Diagnostic:

1. Check audio quality (bitrate, codec)
2. Review background noise levels
3. Verify language setting matches speakers
4. Test with different audio sources

Solutions:

• Upgrade to HD audio codec
• Use noise cancellation
• Add custom vocabulary for jargon
• Split multi-speaker calls for better accuracy
• Review and provide feedback to train AI

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Voicemail Transcription Issues

Problem: Voicemails not being transcribed

Checklist:

1. ✅ Voicemail transcription enabled in settings
2. ✅ Voicemail duration > 5 seconds (minimum)
3. ✅ Audio quality sufficient (not silent/garbled)
4. ✅ Language detected (auto-detection enabled)
5. ✅ Account has available transcription credits

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Next Steps