AI Assist helps sales and customer support managers review calls twice as fast, gain business intelligence from conversations, and drive team performance.
Gain Access to AI Assist
AI Assist is available in all of the languages in which we offer call transcription: English, French, Spanish, German, Dutch, and Italian.
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. To learn more about AI Assist pricing, please visit our pricing page.
⚠️ AI Assist is a Provisioned Add-on and Admins must manually assign licenses to Users to grant them access to Add-on features
Call Insights
AI Assist provides insights to managers on transcribed calls over 1 minute in in-call duration. These insights allow them to pinpoint relevant calls and review them twice as fast.
⚠️ Please note that in order for the Call Insights to be generated, the conditions below must be met:
- Call must be transcribed (Visit this article to understand why a call was not transcribed)
- In-call call duration must be over 1 minute.
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.
- 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 here.
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, 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.
- 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
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, here.
CRM Integrations
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.
We have also rolled out our AI Assist API, available only to customers who have purchased the AI Assist add-on. With this release, managers gain access to the following event endpoints via Webhook or REST API.
- Call Transcript
- Call Summary
- Key Topics
- Sentiment Analysis
To create custom integrations or workflows, please consult your Account Manager or our Professional Services team.
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. Whether you're in sales or support, these courses show how AI Assist’s advanced features—tracker dashboards, call scoring, sentiment analysis, and call summaries—can transform your workflow. Learn to master objection handling, streamline QA, improve customer satisfaction, and drive productivity with actionable insights. Part of the AI Assist Series, and tailored for Aircall customers, these courses are completely free—don’t miss out, start learning today! 📚