Aircall launches new AI features for SMBs to ‘leverage daily conversations’ to d...

Monday, 10 April 2023 20:39

Aircall launches new AI features for SMBs to ‘leverage daily conversations’ to drive performance

By Gordon Peters

Pierre-Baptiste Béchu, Aircall co-founder and CTPO

Phone and communication platform provider Aircall has launched new AI features to provide transcription capabilities for sales and support teams looking to increase performance and productivity.

Designed to address the growing needs of small to medium businesses (SMBs) in what is an increasingly challenging market—featuring easy-to-use call and voicemail transcription—Aircall says its new technology solution will make it “easier than ever for sales and support teams to obtain business insights that can create better efficiencies and help deliver world-class customer experience (CX)”.

Aircall notes that according to Salesforce, 66% of customers expect companies to understand their expectations and needs - but obtaining the required level of business insight through manual call and voicemail transcriptions has long been a drain on the productivity of sales and support teams.

“With Aircall’s AI features, reps can maintain levels of productivity, customer insight and understanding in their daily work, helping them have meaningful conversations without sacrificing all of their time in what has become an increasingly high-pressure and attrition-heavy environment.

“Call and voicemail transcriptions will help team leaders gain a better understanding of the end needs of customers – ultimately being able to build assets for training, such as playbooks. Further, they will be able to better monitor team performance, and identify and share coachable moments.”

According to Aircall, AI features mark a new era for how sales and support teams work and will be available for call and voicemail recordings in English and French - and more languages will be made available over time, based on customer demand.

“The feature processes one minute of audio in nine seconds, and synchronizes with existing CRM setups to quickly browse through deals with a direct link to the recording and transcript. Aircall’s new features therefore not only optimize the sales performance of teams, but help SMBs maintain high levels of quality assurance across their support teams—drastically reducing the time needed in the process. Additionally, given the ongoing issue of high employee turnover some businesses face, AI’s transcriptions feature allows teams to scale and onboard quickly by easily sharing best-case examples of customer interactions.”

Aircall says that with its new AI features, it is once again establishing itself as a true growth partner to SMBs - and by adopting AI technology to bring transcription to its product, it is reducing the cost many SMBs face in subscribing to third-party vendors outside of their existing tech suite.

“With this launch, Aircall is entering the space at a time when SMBs are increasingly looking for ways to drive sales performance and unlock business insights—all while maintaining a lean SaaS ecosystem that is good for their teams and their budget.”

Pierre-Baptiste Béchu, Aircall co-founder and CTPO says “The SaaS industry is being reshaped by AI and the results are improvements in user experience, efficiency, and revenue growth. At Aircall, we believe this technology should be as accessible for small to medium-sized businesses as it is for larger enterprises. The functionality of our AI features is designed to meet the exact needs of our customers, and drive performance through conversation. This isn’t AI built to replace—but to empower and to retain the ethics of customer support through human connection. The launch of our new AI features is the first step in Aircall's vision—and for many SMBs, it’ll be theirs too. I’m proud of what the Aircall team has delivered and the continuation of our role as a trusted partner to SMBs.”

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