Aircall Introduces AI Transcription Features for SMBs

The technology will enable SMBs to increase performance and productivity

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Published: April 6, 2023

James Stephen

Aircall has launched AI transcription features to help SMBs increase performance and productivity.

The phone and communication platform, Aircall, designed the technology to meet the needs of small to medium-sized businesses (SMBs) in what it views as a “challenging market”.

Sales and support teams will be able to utilise the AI features for call and voicemail transcription, making it easy to gain business insights to increase efficiency and improve customer experiences.

Pierre-Baptiste Béchu, Aircall Co-Founder and CTPO, said: “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.”

‘Great Expectations’

Citing a Salesforce report which found that 66 percent of customers expect their needs to be understood by companies, Aircall explains that obtaining the necessary level of business insights to gain an in-depth understanding of customer needs via manual call and voicemail transcriptions is a drain on sales and support productivity.

Reps can use Aircall’s AI to gain customer insights, without sacrificing any productivity from high-pressure environments.

By building customer understanding, leaders can use the new insights to create training assets, including playbooks. They will also be able to improve team performance monitoring and find and use customer interactions for training purposes.

Sales and support teams will be able to apply Aircall’s AI features to call and voicemail recordings in English and French, with more languages being added soon based on customer demand.

Time-Saving Tech

It takes nine seconds for the AI technology to process one minute of audio. It then synchronises with CRMs, browses through deals, and adds a direct link to the recording and transcript.

By doing so, Aircall’s transcription AI allows SMBs to retain quality assurance for their support teams while saving time.

The features also enable scaling and onboarding at a much faster pace through sharing examples of customer interactions, which helps many companies to deal with the high rate of employee turnover they are facing.

A New Growth Partner

Aircall is positioning itself as a new growth partner for SMBs adopting its transcription AI.

The company believes it can reduce costs faced by many SMBs in subscribing to third-party vendors, which are outside their technology suite.

Aircall provides a cloud-based voice solution, which can be integrated into CRMs, critical business, and conversational tools like Salesforce, Slack, HubSpot, Gong, and others.

The company has 800 employees in eight offices around the world, including New York, London, Paris, Berlin, Madrid, Sydney, Singapore, and more.

Aircall gained ‘centaur status’ after attaining more than $100 million in annual recurring revenue in 2022. The year before, in 2021, after raising $120 million in a Series D funding round, Aircall crossed the $1 billion ‘unicorn’ valuation threshold.

In February this year, HubSpot invested in Aircall, as part of an ongoing collaboration. Aircall said it would use the funds to develop its voice and phone communications ecosystem.



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