AI Assist helps sales and customer support managers review calls twice as fast, gain business intelligence from conversations, and drive team performance.

image showing a general view of AI Assist

Gain access to AI Assist

AI Assist is available in all languages supported for call transcription: English, French, Spanish, German, Dutch, Italian, and Portuguese.

AI Assist is a Provisioned Add-on, which means access must be activated and assigned per user.

  • Professional plan: AI Assist is included in the Professional plan at no additional cost. However, Admins must activate AI Assist and assign it to each user who needs access.

  • Essentials plan: Admins can start a 14-day free trial of AI Assist directly from the Aircall Dashboard, via the Plan page in Company Settings or via the Conversation Center. After the trial, AI Assist must be purchased, and licenses must be assigned to users to grant access.

To learn more about AI Assist pricing, please visit our pricing page.

Important: AI Assist features, including Call Insights and Conversation Center capabilities, are only available to users who have been assigned an AI Assist license.

Call insights

AI Assist provides insights to managers on transcribed calls with an in-call duration over 1 minute. These insights allow them to pinpoint relevant calls and review them twice as fast.

Note: In order for Call Insights to be generated, the conditions below must be met:

• Call must be transcribed. See Missing transcription for calls or voicemails for more information.
• In-call duration must be over 1 minute
• Aircall user account must have an AI Assist license assigned
• Call must have an Aircall user participant, calls not having any Aircall user such as calls transferred to external lines won’t have the call insights generated

With AI Assist, managers gain the following insights on individual calls:

  • Call summary provides a short summary of the call, allowing managers to review calls twice as fast by bypassing the transcript and recording.

  • Key topics provides a list of topics discussed during the call, helping managers quickly identify the most important talking points.

  • Action items highlights next steps mentioned during the call to support follow-up.

  • Talk-to-listen ratio calculates the time agents spent talking versus the time customers spent talking, helping managers identify coaching opportunities and balance conversations.

  • Sentiment analysis provides an overall customer mood, either positive, negative, or neutral, for conversations, as well as in-line sentiment markers in the call transcript to highlight key moments. Learn more about sentiment analysis in Conversation Center: Sentiment analysis.

Image showing AI Assist call insights

Conversation Center

AI Assist allows managers to find relevant calls faster in the Conversation Center, saving them hours on call reviews. To learn more about navigating and using the Conversation Center, consult the following article.

With AI Assist, managers gain access to the following:

  • Transcript search allows managers to search for keywords or phrases that occur in their call transcripts. Searching will filter results displayed in the Conversation Center, as well as display the number of matches contained in each conversation.

image showing the conversation center transcript search
  • Filter by sentiment allows managers to filter calls in the Conversation Center by positive, negative, or neutral sentiment. This makes it easier to focus on reviewing calls that were successful or calls that provide coaching opportunities.

Trending Topics

Image showing trending topics in the conversation center

AI Assist also provides a conversation intelligence dashboard that allows managers to track topics of interest, gain aggregated metrics across calls, and better understand what agents and customers are really talking about.

Once a topic has been created, managers will gain access to the following topic-level metrics:

  • Adoption (ie. what percentage of calls mention this topic)
  • Adoption evolution (ie. how has the adoption tracked over time)
  • Overall sentiment (ie. what is the breakdown of sentiment when this topic is discussed)
  • Average call duration
  • Most engaged agent
  • Most used line

Trending Topics also provides a list of recent conversations in which the given topic was discussed, helping managers review calls related to areas of interest faster.

Learn more about Trending Topics, including how to set up your first topic tracker in Conversation Center: Trackers.

CRM Integrations

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AI Assist also connects to our most popular CRM and help desk integrations, allowing managers to review calls within the context of deals, opportunities, and tickets. Currently, AI Assist logs call summaries and key topics in HubSpot, Salesforce, and Zendesk.

With our AI Assist API, available only to customers who have purchased the AI Assist add-on, managers have access to event endpoints via Webhook or REST API.

To create custom integrations or workflows, please reach out to your Aircall Account Manager who can coordinate the appropriate support.

Learn more with Aircall Learning Lab

Unlock the full potential of AI Assist with our free courses in the Aircall Learning Lab: Harnessing the Power of AI Assist for Smarter Selling and Leveraging AI Assist to Redefine Support Excellence.