Aircall

“Most of the calls that reached our team didn’t actually need a live agent—Miles had already answered the question thoroughly. Customers just wanted the reassurance of hearing the same information from a human.”

“AI Assist has been great in giving us context before calls, and then clear summaries afterward. The team knows what to expect going in, and how the conversation went once it’s over.”

“The fact that you have the option to test the AI Voice Agent before you push it live is huge because that's how you can make the right tweaks.”

“For this month alone, 54% of our calls are being handled by Miles,”

“You can look at conversion rates, but is there more to it?”

“Are they having good conversations? Is one person having a better style than somebody else?”

“Well, can we push that so they can effectively manage eight people because they've got better resources, better technology?”

“In an old school world, one manager can effectively manage five people.”

“We wouldn't be paying for it and taking it on board otherwise,”

“I can jump straight to the conversations that need attention.”

“Previously, you had 100 call recordings with a loose tie-in to your CRM. Now, I've got a system telling me this is low-scoring, this is high-scoring.”

“This means you can listen to more conversations.”

“With transcription, you can essentially skim a twenty-minute conversation in potentially five minutes, jump to the relevant, salient parts of the conversation, and listen to the bits you need to.”

“You can create custom questions and see how it prompts the underlying AI in terms of how to score.”

“The more people we added into the team, the more conversations we had, the more we then had to listen back to. It created bottlenecks.”

“Are they having good conversations? Is one person having a better style than somebody else? You can look at conversion rates, but is there more to it?”

“If you can have something that sits on top of those conversations and calls out insights without someone having to sit there all day with a headset on, that's a massive win.”

“In an old school world, one manager can effectively manage five people. Well, can we push that so they can effectively manage eight people because they've got better resources, better technology?”

“Previously, you had 100 call recordings with a loose tie-in to your CRM. Now, I've got a system telling me this is low-scoring, this is high-scoring. I can jump straight to the conversations that need attention.”

“If we can make a new starter sound like they’ve been doing it for years because they have the right knowledge and resources behind them, that’s a competitive advantage.”

“With transcription, you can essentially skim a twenty-minute conversation in potentially five minutes, jump to the relevant, salient parts of the conversation, and listen to the bits you need to. This means you can listen to more conversations.”

“Even just having the ability to search transcripts by keywords like ‘complaint’ to understand whether something needs attention or not is really useful.”

“You can create custom questions and see how it prompts the underlying AI in terms of how to score. It's quick and easy.”

“When we’ve got new salespeople coming into the team, being able to have live transcription and playbooks summarizing and contextualizing the conversation means they can focus on the client, not on taking notes.”

“It's like having a sales coach with them, guiding the conversation the whole time.”