Ready to build better conversations?
Simple to set up. Easy to use. Powerful integrations.
Get free accessReady to build better conversations?
Simple to set up. Easy to use. Powerful integrations.
Get free accessEvery AI tool comes with a promise: better data, faster decisions, smarter performance. But most AI vendors quietly skip over one important problem: Generic AI doesn't know your business.
It doesn't know that you call your flagship product by a nickname. It doesn't know that your discovery calls can turn into pricing conversations in the first ten minutes. It doesn't know that your legal team has never, under any circumstances, been able to store call recordings.
When AI doesn't know these things, you get outputs that look impressive in a demo and fall short in real life. Transcripts with errors. Summaries that miss the point. Guidance that doesn't match what actually happened on the call.
This month, we developed three updates to AI Assist Pro, and we're not stopping there. Here's what's live now, and what's coming next.
Playbooks that keep up with your conversations
Sales conversations rarely follow a straight line. A call that starts as a product demo can quickly pivot into a contract discussion. A check-in call can turn into a competitive deal. These pivots happen constantly, and until now, AI Assist Pro was locked to the playbook selected at the start of the call.
A quick note for context: Playbooks are structured sales frameworks - like BANT, SPICED, or your own custom methodology - that guide reps through a call with step-by-step prompts, objection handling, and qualification questions, all displayed in real time.
With Playbook Switcher, reps can now change playbooks mid-call. The moment they do, AI guidance, live prompts, and post-call summaries update instantly to reflect where the conversation actually went. For teams running multiple call types, this also means AI Assist Pro becomes genuinely useful across the entire organisation, not just one team.
AI that speaks your language, literally
Every company has terminology that only makes sense internally. Product names, abbreviations, competitor brands, industry jargon. Standard AI transcription tools often stumble on these terms, producing transcripts full of errors that cascade into unreliable summaries and analytics you can't trust.
Custom Vocabulary solves this at the source. Admins can now build a glossary of company-specific terms, and AI Assist Pro applies that glossary across every transcript, summary, and insight it generates. Better transcription accuracy is the foundation every downstream AI output depends on. Get the foundation right, and everything else gets better too.
Full AI without the recording liability
For industries like legal, healthcare, and financial services, call recording has always been the single biggest barrier to AI adoption. Regulatory requirements, privacy policies, and recording liability can make storing calls untenable, and most AI tools simply stop working without recordings.
AI Without Recording changes the equation entirely. Teams can now enable AI Assist Pro on a per-number basis without storing a single call recording. The system operates from transcripts and still delivers AI-generated summaries, automated call scoring, live prompts, and playbook guidance. The full AI Assist Pro experience, without the compliance risk.
For compliance-conscious teams, this isn't a workaround. It's a proper solution built into the platform.
What's coming next
For many Sales and Support teams, the biggest friction doesn’t come from the calls themselves. It comes from everything that happens afterward. Manual tagging that varies from rep to rep. Data that takes time to organise. Managers trying to make decisions without a complete picture.
Automatic Call Tagging is built to fix that. Admins configure the rules once, AI reads every transcript, and every call gets tagged automatically. No rep input. No gaps in the data.
The second update goes deeper. Company Context lets admins configure a company profile - products, services, use cases - and from that point on, every AI output is informed by it. Instead of generic summaries that could apply to any business, your team gets insights that actually reflect yours.
And then there's Ask AI Assist. We think this one changes how revenue teams interact with their call data entirely. Instead of navigating dashboards or building filters, managers and revenue leaders can ask questions the way they'd ask a colleague, and get instant answers.
"Show me calls with negative sentiment this week."
"Which reps handled the most calls yesterday?"
"Summarise customer complaints from the past month."
All of these answers already exist inside your call data. Ask AI Assist just makes them easy to surface, whenever you need them.
Ask AI Assist is currently available in beta.
All of this, built into Aircall
Every one of these features lives directly inside the Aircall platform your team already uses. No extra tools, no extra tabs.
Published on March 18, 2026.
