⚠️ Please note this functionality is currently in Beta
The Real-time assistance feature is part of Aircall's AI add-ons offer, and it helps agents perform at their best during the most crucial moment - while they're live on a call. Powered by AI, the assistance delivers instant access to essential knowledge, including common objections, FAQs, and more. When specific topics are detected - like a question about a competitor - the AI surfaces relevant information on the spot, enabling the agent to respond confidently and effectively.
Access
- Aircall Customers with AI add-on or AI add-on trial who signed up for the AI Beta Program.
- Customers must have Aircall numbers that are eligible for the AI add-on.
- This feature is only available on Aircall Workspace and is meant for agents using the Workspace. Admins can configure the feature in the Aircall Dashboard.
How to Configure It?
To configure live prompts on a line, follow these steps:
- Navigate to the Numbers tab in the Aircall Dashboard
- Select the Aircall number for calls where you want to activate the feature
- Go to Settings and ensure the Call Recordings and Transcriptions sections are ON and configured
- In Settings, go to Live Assistant Beta and enable Real-time transcription
- Select the desired prompts from the list of available options
- If no prompts have been created yet, go to Manage Live Prompts to create your first, or new, ones
- The feature is available in EN, FR, ES, DE, NL, and IT
Click on Numbers/ Settings, enable Live Assist, go to Manage Live Prompts:
To create prompts, follow these steps:
Inside Manage Live Prompts:
- Create a type of prompt from the available options (objections, competitors' battle cards, general questions, etc.). Choosing the right category helps AI detect when the topic comes up in the conversation
- Give the live prompt a title
- Write the trigger - this is usually a question or a phrase. AI will detect when similar utterances (semantic detection) to this trigger appear in the live conversation and pop up the answer to the agent in near real-time
- Write the answer. Be mindful of the answer length. Currently, it is limited to 240 characters to ensure the agent can read it during a conversation. Use any character to convey a "list item" (e.g., * > . •)
- Linking more information is optional
- Keywords function as a precision enhancer mechanism for the AI detection of the topic during live conversation
- On the left side of the creation panel, admins can visualize how the live prompt will look for the agent. Be mindful of answer length and clarity
Select the type of prompt you want your agents to get guidance for, and create it:
Create the prompt by giving it a title, a trigger phrase or question, and a response:
Current Limitations
- No markdown to format text
- No document ingestion or direct integration with Knowledge Bases
Agent View
- Agents can access and utilize real-time assistance (live prompts) through the Aircall Workspace
- When a call rings on an Aircall line with the feature enabled, the Live Assist blue icon appears in the call bar and left navigation
- Agents must click this icon to see the page with real-time assistance (live prompts)
- AI will listen to the live conversation, and if it detects topics created by the admin, it will pop up the answer in almost real-time
- Agents can decide to consult these answers or not
- After the call, the live prompts are available on the Conversation object in Aircall Workspace, in the Call details panel, allowing agents to review whether customers raised questions or objections during the call
Click on the Live Assist blue button to open the Live Assist panel:
When AI detects customer objections, questions, etc., that the admin configured, it will pop up the answer in the left panel:
The detected prompts are available post-call in the AI Insights and Call detail view for agents in the Aircall Workspace:
Future Iterations
This feature is in Beta, and we are collecting feedback for future iterations. These may include:
- Based on feedback, we plan to improve the UX. For example, we plan to make the left panel with the detected topics expandable and more visible
- Ingest documentation and automatically create live prompt suggestions for admins
- Integrate with Knowledge Bases and automatically create live prompt suggestions for admins
How to test and send feedback
- Admins enable the feature on one or more lines
- Agents can test it when making and receiving calls on those lines
- Send us an email at ai.assist@aircall.io if you find bugs and/or have feedback for improvements