Aircall, a call center software company, is advancing its AI capabilities to align with the next phase of its AI journey and its vision for AI. This development comes after the successful launch of its AI-supported transcription feature, which has transcribed over 65 million calls, benefiting customer-facing teams.
In recognizing that AI has often been perceived as reserved for larger enterprises due to cost factors, Aircall is committed to democratizing access to AI technology for small and medium-sized businesses (SMBs), which constitute 90 percent of businesses worldwide. They believe that integrating AI, particularly AI-supported voice features in which Aircall specializes, will enable SMBs to provide more personalized and meaningful customer experiences, allowing them to compete effectively in the market.
The Aircall AI Index, analyzing the behaviors and attitudes of 3,500 employees across SMBs in various countries, highlights that 77 percent of SMBs consider phone calls as crucial to their team’s work. However, 63 percent struggle to find sufficient time to nurture meaningful customer relationships. A significant challenge is the approximately 20.8 hours per week that customer-facing teams spend on administrative tasks and training, leading to inefficiencies in managing calls and gaining insights from them.
To address these challenges and support SMBs in enhancing their business operations, Aircall has introduced the AI Starter Package. This package includes a range of features designed to empower SMBs by providing in-depth customer and performance insights to drive customer satisfaction, improve team efficiency, and facilitate coaching and training opportunities.
The key features of the AI Starter Package include call summaries, key topics, and talk-to-listen ratios. Call summaries offer a concise overview of customer conversations, allowing teams to maintain oversight without the need to listen to every call in its entirety.
Key topics provide easy access to the major subjects discussed during each conversation, enabling quick compilation of relevant conversations based on specific topics. Talk-to-listen ratios offer a percentage breakdown of speaking time between the representative and the customer, aiding team leaders in finding the right balance and identifying opportunities for upskilling their teams.
Olivier Pailhes, CEO at Aircall, emphasizes the company’s dedication to revolutionizing how SMBs handle real-time conversations and make technologies like AI accessible to enhance performance. The ultimate goal is to bring the power of voice and meaningful conversations back to SMBs despite the challenges they face.
The AI capabilities introduced by Aircall position the company as a comprehensive solution for customer insights, featuring new analytics dashboards that assist teams in achieving their objectives through data-driven decision-making. These insights are vital for improving onboarding, coaching, and training processes, as 77 percent of businesses acknowledge the importance of training and coaching teams to extract the most value from phone calls.
Elle Bladh, VP of engineering at Aircall, underscores the company’s focus on enhancing customer efficiency and making data-driven decisions to continually improve their product.
The AI Starter Package aims to help SMBs maximize productivity, minimize missed sales opportunities, and enhance customer interactions, all critical aspects for staying competitive and ensuring business survival. The package is designed to be user-friendly, emphasizing a seamless user experience, simplicity, and optimal performance.