What is it?
Contact Insights create summaries of a contact's interaction history by analyzing past calls with transcriptions and voicemails. The feature provides context from conversations across your entire organization, regardless of which agent or phone number was used.
Agents will be able to generate a summary of the most recent interactions with an Aircall Contact within the last 6 months. The contact insights will enable the agent to get context about the previous interactions with a contact before reaching out to this contact, helping them prepare the next interaction.
As part of contact insights, Aircall AI will also suggest what the next action should be based on the context from the previous conversations.
Availability and Licensing
Who can generate: Users with AI Assist Pro licenses
Who can view: Anyone with access to a conversation will be able to see contact insights previously generated by agents with an AI Assist Pro license
Configuration: Admins with Assist Pro licenses can enable the feature organization-wide
How to enable Contact Insights in your account
You can enable or disable Contact Insights generation to all agents with an AI Assist Pro license in your account.
- To enable this feature go to AI Assist, click Live Assist and then Contact Insights.
Once enabled, all agents with a license will see the button to Generate Contact Insights in each Conversation page.
Keep in mind that the summary provided as part of contact insights aggregates information from all conversations with a given Aircall contact, not taking into account conversation visibility permissions by agent. As such, the agent who clicks to generate the summary will receive information from all conversations associated with that Contact, even if they don’t have permission to see those conversations.
How to Generate Contact Insights
Once the feature is enabled, agents will start seeing a button to generate contact insights in each conversation page.
By clicking Generate, the contact insights and next action recommendation will be generated in this conversation and visible in all conversations related with this same Aircall Contact.
Generating new insights
At any given moment, the agent can choose to generate new insights by clicking in the Generate new insights button. When this happens, the previous insights are replaced by the new ones.
Insights can only be generated when there is at least one call with transcription available in a conversation related with the Aircall Contact. If there are no calls with transcription available, the following message will be shown upon clicking on the button.
How are Contact Insights Generated
The contact insights generated will take into account the last 12 interactions with a given Aircall contact. This includes the 12 most recent interactions either in the same AW conversation or from different conversations, in case there’s more than 1 conversation associated with the same Aircall contact.
Data Sources used
- Calls with transcriptions
- Voicemails with transcriptions
- Messages (coming soon)
This summary will aggregate the following information:
- Who last interacted with this contact and when
- Which channel was used in past interactions
- What have previous conversations been about
- What is the recommended next step based on this context
The limit on interaction timespan that we analyse is 6 months, so any calls that happened more than 6 months ago will not be considered.
The contact insights summary will be in the same language as the transcription language of the calls it is summarizing. If there’s transcriptions in multiple languages, we will consider the language of the line number used in the conversation where the summary is being requested.
FAQs
Do insights work for all contacts?
Only for contacts with previous call history, that have transcriptions within the last 6 months.
Can I see interactions from other agents?
Yes, insights include all conversations with the contact across your organization.
Do insights appear automatically?
No, agents must click "Generate insights" in the conversation panel.
When I ask to generate new insights will I be able to view the previous ones as well?
No, when new insights are generated, the previous ones are replaced.
If I generate insights in a conversation and another agent also generates insights in another conversation related with the same contact what happens?
Once insights are generated, they will be visible in all conversations related with the same contact. When several agents generate insights in different conversations, the last generated ones will be visible in all those conversations.