Since then, the platform has transcribed over 100 million calls, significantly aiding small and medium-sized businesses (SMBs) in their innovation, growth, and customer service enhancement efforts. Aircall's goal is to provide SMBs with a straightforward AI solution that enhances relationships, boosts performance, and stimulates growth.

This initiative aligns with findings from The Voice of SMBs 2024 global report, which surveyed 1,400 SMB employees across North America, Australia, France, Germany, Spain, and the UK. The report explores the nuanced role of AI in alleviating team pressures, unlocking employee potential, and offers practical advice for AI implementation.

The data highlights that in 2024, 32% of employees are seeking advanced technology, including AI, to automate tasks and save time. As AI becomes more accessible to SMBs, the potential for transformative impact is immense.

Moreover, 57% of employees anticipate a focus on performance evaluation within their organisations, with 35% concerned about the implications on career progression and 28% fearing layoffs for not meeting targets. Against this backdrop, nearly half (48%) of businesses are exploring AI to achieve their objectives.

The Voice of SMBs 2024 also revealed that 68% of employees believe rapid personalisation of customer interactions is key to meeting targets. Upskilling teams in AI use can provide valuable customer insights for more tailored interactions. Beyond automation, AI offers critical insights from extensive call data, empowering teams to deliver more personalised customer experiences.

Aircall AI includes a range of features that will empower SMBs to take their business to the next level. Now available in English, French, German, and Spanish, key features include:

• Call summaries: with access to summaries of customer conversations, including key takeaways, teams can maintain oversight of their customers in one single location, without having to listen back to every call or share data.
• Key topics: key topics give teams easy access to the major subjects discussed during each conversation – helping them quickly educate and train their existing team, as well as new starters, build out future product offerings, and improve the quality of their customer service.
• Talk-to-listen ratios: with a percentage breakdown of who talks the most on a call (the rep vs. the customer) team leaders can work out the right balance for each customer and quickly identify upskilling opportunities for their team.

Alan Talanoa, Chief Technology Officer at Aircall, says: “At Aircall, our focus is on the efficiency of our customers and we pride ourselves on gathering customer insights and making data-driven decisions to continually enhance our product to help businesses perform. Aircall AI represents the next phase of this journey and is how SMBs can make these essentials possible despite limited resources. Launching the product in three more languages is testament to the demand from global SMBs to implement AI in their working lives.

“Thanks to this year’s Voice of SMBs report, we know that performance is top of mind for individual contributors and leaders. As we move through the year, businesses will increasingly look to AI to increase productivity and drive results. Implementing AI technology isn’t about handing the reins over to the machine – instead it’s about using it to gain a better understanding of your most valuable catalysts for sustainable growth in 2024: your customers.”