Artificial intelligence (AI) is changing the business landscape. Advancements in technology, the speed of this evolution, the cost of use, and the complexity of tools have made it difficult for small and medium-sized businesses to benefit from AI. Until now.
To help sales and support teams unlock the power of AI to discover insights, improve productivity, and perform to the best of their ability, Aircall has launched the first of its AI features—call and voicemail transcription.
But this is only the beginning. In this article, we explore why we’re investing in AI, why small and midsized businesses (SMBs) should consider embedding AI in their customer-facing teams, and what to expect next.
Why Aircall is investing in AI
At Aircall, we believe in the power of AI to transform the way businesses operate. That's why we're investing in cutting-edge AI technology to provide our customers with the tools they need to succeed in today's fast-paced and competitive world. With the support of AI, SMBs can stay ahead of the curve and deliver exceptional customer experiences that drive customer retention and net new business.
Designed to address the growing needs of these companies in what is an increasingly challenging market, our AI technology is rapidly evolving. Already, it is making it easier than ever for sales and support teams to leverage daily conversations to drive performance. How? By enabling teams to obtain business insights that can create better efficiencies and help deliver a world-class customer experience (CX).
The release of these new features—and the commitment to our AI development—is once again establishing Aircall as a true growth partner to small and midsize businesses. By adopting AI technology to bring transcription to our phone and communication platform, we’re reducing the cost that many SMBs face in subscribing to third-party vendors outside of their existing tech stack.
“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.”
— Pierre-Baptiste Béchu, Aircall co-founder and CTPO
Get started with AI: call transcription
Have you ever wondered how you can leverage the conversations you have with your customers and prospects to drive performance and growth for your business? Well, look no further, because our new AI features empower sales and support teams—in businesses of all sizes—to do just that.
Aircall’s AI-powered call and voicemail transcription features empower small and medium-sized businesses to leverage daily conversations to drive performance.
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 our call and voicemail transcription 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 also help team leaders gain a better understanding of the end needs of customers—ultimately being able to build assets for training, such as playbooks. Moreover, they will be able to better monitor team performance, and identify and share previously untapped coachable moments.
You can learn more about the features here.
Why small and medium-sized businesses should consider AI
The endless drive to grow and protect revenue has put increasing pressure on customer-facing teams to operate efficiently while still delivering impressive customer and prospect experiences. But with limited resources, it can be a real challenge to keep up. This is where AI comes in.
By incorporating AI into your sales and support operations, you can reap a number of benefits that will help you work more efficiently and effectively. Here are just a few of the advantages of using AI for your small and midsized business.
1. Streamlined processes
With AI, you can automate repetitive tasks and free up your team members to focus on higher-value work. For example, you can use AI-powered chatbots—such as using Aircall’s integration with Intercom—to handle common customer inquiries, freeing up your support team to tackle more complex issues.
2. Improved customer experience
By using AI to analyze customer and prospect data, you can gain insights into their behavior and preferences. You can identify moments and themes of friction or delight that will better equip your team to provide a more personalized experience for each customer, leading to increased loyalty and repeat business (stay tuned for Aircall’s next AI features…).
3. Increased efficiency
AI can help you identify inefficiencies in your operations and provide recommendations for improvement. For example, with Aircall’s new transcription features, your calls and voicemails are automatically transcribed to text so you can spend less time typing out notes and more time on higher-value tasks like selling.
4. Better decision-making
With AI, you can analyze vast amounts of data and identify patterns and trends that humans, understandably, might miss. This can help you make more informed decisions and stay ahead of the competition. For instance, Aircall’s AI transcription features help teams benefit from call insights by transforming voice to text and, therefore, making this information more manageable, workable, and accessible. Moreover, our integration partners—such as Gong, Avoma, and HubSpot—enable teams to unlock advanced market insights through AI.
5. Cost savings
By automating repetitive tasks, identifying areas where you can improve efficiency, and enabling better performance, you can save money on labor costs and reduce waste while driving revenue. In fact, according to Boston Consulting Group, AI can reduce conversion costs by up to 20%, with up to 70% of the cost reduction resulting from higher workforce productivity. Not to mention, by providing a more personalized experience for each customer, you can increase the lifetime value (LTV) of your customer base.
Overall, incorporating AI into the operations of your customer-facing teams can provide a wide range of benefits that can help you stay ahead of the competition and provide a better experience for your customers and prospects. Many AI tools offer a significant return on investment and some, such as Aircall’s new transcription features, have a minimal learning curve.
So, what’s next?
Aircall's new call and voicemail transcription features allow SMBs to embark on their AI journey and enter a new era of productivity, performance, and customer experience. While you can start using transcription today, this is only the beginning.
Over the coming months and years, we’ll be sharing simple and engaging content to help small and midsized businesses along their AI journey. More importantly, we’re developing our native AI technology to support the needs of customer-facing teams in small and medium-sized businesses specifically.
This means you can expect more simple-to-use and easy-to-implement features that will unlock a new level of performance and productivity for your sales and support teams. In the meantime, chat with our team to start using call and voicemail transcription today.
Published on January 2, 2024.