Five updates to AI Assist: Predicted CSAT, real-time assistance cards from your knowledge base, 10 new languages, and more

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AI for customer conversations is changing how sales and support teams operate. But getting there often feels like a big undertaking. Teams buy in, get excited, then face hours of setup: building prompts by hand, designing scorecards from scratch, configuring rules before they see results. Most teams don't have that kind of time to spare.

Even once setup is done, bigger questions remain. Is your team getting full value from what was built? Are reps following the Playbook? Is customer satisfaction improving?

This release tackles both ends. Setup gets faster. Reps and their managers get the same view of how each call went.

Less set up. Faster to value.

Live Prompts that practically build themselves

Live Prompts give your reps real-time guidance during calls. The right answer, the right rebuttal surfaced the moment a rep needs it. Until now, every prompt card had to be built by hand: a title, a trigger phrase, keywords, a response guide, one at a time.

With this release, you point Aircall at your help centre, sales battlecard, or training doc, and Aircall produces editable prompt cards your reps see during calls. The cards reflect the content your team already trusts, in the tone your team already uses. When the source changes, the cards update.

Live Prompts now also trigger based on what your reps say on the call, not only what customers say. Useful for reinforcing talking points or reminding reps of key details in their discussion.

Setup drops from hours of writing to a single configuration step. Real-time guidance reaches your reps from day one of a rollout, not week three.

Scorecard Templates: A starting point to every call scored

AI call scoring evaluates each conversation against a scoring framework you define: criteria like discovery, objection handling, empathy, or product knowledge. Aircall scores every call against that framework so managers focus coaching on the calls that need it.

To make Call Scoring even faster to set up, three editable templates are now available: Sales, Support Quality, Soft Skills. Pick the one closest to your team, edit the questions if needed, hit publish.

Coach with evidence, not gut feel.

Visibility into how reps follow the assigned sales methodology

A Playbook is the structured guide your team follows during a call: discovery questions for sales, troubleshooting steps for support, the closing sequence you want every rep to hit. Aircall surfaces the right Playbook in real time during the call.

Until now, you had no way to see whether they followed it, and reps had no way to know how they did until a deep dive with their managers.

With this release, every evaluated call now shows an adherence score and a per-section coverage view. Managers spot which sections get skipped at a glance. Reps walk into their next call already knowing where to focus. 

Predicted CSAT puts a satisfaction signal on every support and success call.

Surveys reach a small share of conversations and come back days late. Predicted CSAT delivers a score on every eligible support or success call, with the transcript moments that explain why. No more surveys needed.

Filter your queue by low scores, jump straight to the moments that drove them, and act before the customer is gone. The score is grounded in your team's actual conversations, not a black box.

Bring AI to more of your team. In 10 more languages.

Aircall AI now extends to 10 more languages across the Middle East and Asia-Pacific:  

Hebrew ·  Mandarin ·  Cantonese ·  Japanese ·  Korean ·  Vietnamese ·  Hindi ·  Tamil ·  Malay ·  Thai

If your team handles calls in any of these languages, the AI features you use today now work on those calls too: transcription, summaries, real-time guidance, call scoring. That gives multi-region teams consistent AI coverage across every customer conversation.

These languages join the 25 other languages already available. 

What this means for your team

Starting to roll out Live Prompts, Call Scoring, or Playbooks? This release makes setup faster and value visible sooner. Less manual work to get started. A shared view of every call. And Aircall AI now reaches teams in 10 more languages.

Already running those features? This release deepens what they deliver. More prompt coverage with less effort. Scorecards that activate in one flow. Evidence on every call for both managers and reps to act on.

All in one tool. No migration project.

Adding AI to your customer conversations doesn't have to mean an IT project or hours of configuration. With Aircall, calling, AI, coaching, and analytics live in the same tool, ready to use from the dashboard your team already knows. 

No migration, no separate platform, no waiting on a system overhaul to see value. Just all the tools you need to prepare before the call, maximise the conversation while it’s happening, and reduce wasted time on toggling and admin after the call.

Get started today

All of these updates are live in AI Assist Pro right now.

Published on July 15, 2026.