If your team uses Aircall for sales or support calls, you already know that AI Assist Pro brings real-time coaching, automated call scoring, and conversation intelligence into every interaction. But like any AI tool, there has always been a gap between what the technology promises and what it actually delivers in practice.
Generic AI does not know your business. It does not know your product names, your sales methodology, or the compliance requirements your organization operates under. That gap has historically meant transcripts with errors, summaries that miss the point, and coaching recommendations that feel robotic rather than actionable.
Aircall has been closing that gap fast. In the first quarter of 2026, they rolled out six significant upgrades to AI Assist Pro that address the biggest friction points teams face: coaching scalability, scoring reliability, compliance risk, and the time it takes to extract insights from call data.
In this post, we break down all six upgrades, explain what they mean for your team, and show you how Vantage Point helps organizations get the most out of Aircall alongside their CRM.
Previously, call evaluation scores were only visible to managers and supervisors. Reps had to wait for a one-on-one review to learn how they performed. That created a coaching bottleneck — managers were the only ones who could surface feedback, and reps had no way to self-correct between sessions.
Now, reps can access their own evaluation scorecard directly in Aircall Workspace as soon as a call is scored. The new Evaluations dashboard shows:
Self-service scoring changes the coaching dynamic entirely. Reps come to coaching sessions prepared. They can identify patterns in their own performance, track improvement over time, and take ownership of their development without waiting for a manager to surface every issue.
There is also a new Rep Scoring Filter for transferred calls. Admins can now configure automation rules to evaluate the first agent, the last agent, or all agents who participated in a call. This is critical for teams that handle warm transfers or escalations — you can now isolate performance by role in a multi-agent conversation.
Admins enable agent score visibility in Aircall Dashboard > AI Assist > Settings. Once toggled on, the Evaluations section appears automatically for all agents in Workspace. No per-agent configuration is required.
Consistent call tagging has always been one of the hardest habits to maintain across a team. Reps forget, use the wrong tags, or skip tagging entirely when they are moving fast between calls. The result is inconsistent data that makes pipeline analysis and reporting unreliable.
Aircall's new Automatic Tagging feature uses AI to analyze the call transcript after every conversation and recommend up to three tags from your existing tag library. Tags are pre-selected in the tag picker for the agent to confirm, modify, or skip with a single click.
This solves the data quality problem at the source. Instead of relying on reps to remember and apply correct tags manually, AI does the heavy lifting and the agent simply validates. The result is dramatically more consistent tagging across your entire team — which means your CRM reporting, pipeline analytics, and coaching dashboards all become more reliable.
Because the AI recommends from your existing tag library (not creating new ones), it respects the taxonomy your team has already built. Tags flow into Salesforce or HubSpot through Aircall's native CRM integrations, keeping your data clean across systems.
Admins enable AI tagging on a per-number basis in the Aircall Dashboard. Once active, the feature runs automatically on every call handled by that number.
This is the upgrade that changes the game. Ask AI Assist lets managers and revenue leaders type a plain-language question and get an instant answer drawn from their call data.
Instead of building custom dashboards, configuring filters, or exporting data to a spreadsheet, you simply ask:
The answers already exist inside your call data. Ask AI Assist makes them accessible in seconds — no analytics expertise required.
Every organization sits on a goldmine of conversation data. The problem has never been the data itself — it is the time and effort required to extract insights. Most managers simply do not have time to dig through dashboards and call recordings to find patterns.
Ask AI Assist is essentially a conversational analytics layer on top of your call data. It is the equivalent of having a dedicated data analyst who has listened to every call your team has ever taken and can answer any question instantly.
No other major telephony platform offers this capability yet. Aircall is first to market with natural language query functionality for call data, and it positions teams using the platform at a significant advantage for data-driven coaching and decision-making.
Ask AI Assist is currently in beta. Early access is available through Aircall's partner and customer channels. Contact Vantage Point to learn about availability for your organization.
Aircall now offers Transcription Redaction — the ability to automatically remove sensitive information from call transcriptions before they are stored. Three categories of data can be redacted:
| Category | What Gets Redacted |
|---|---|
| PCI (Payment Card Industry) | Card numbers, CVV codes, expiration dates |
| PII (Personally Identifiable Information) | Names, addresses, Social Security numbers, emails, phone numbers |
| PHI (Protected Health Information) | Medical records, conditions, medications |
Redaction can be configured at the company level as a global default, or per number or phone line, with number-level settings always taking priority.
For any business that handles payment data, personal information, or sensitive customer details over the phone, transcription storage has always been a compliance concern. Regulations like PCI DSS, HIPAA, GDPR, and CCPA place strict requirements on how this data is captured, stored, and accessed.
Transcription Redaction addresses this at the infrastructure level. Sensitive data is removed before the transcript is stored — not after. This means your team gets the full benefit of AI-powered summaries, scoring, and analytics without the compliance risk of retaining sensitive information in plain text.
Combined with Aircall's existing AI Without Recording capability (which lets you run AI Assist Pro from transcripts alone, without storing call recordings), organizations now have a complete framework for AI-powered call intelligence that satisfies even the most stringent compliance requirements.
Every organization has terminology that only makes sense internally — product names, abbreviations, competitor brands, industry jargon, and internal processes. Standard AI transcription tools stumble on these terms, producing errors that cascade into unreliable summaries, incorrect tags, and misleading analytics.
Aircall's new Custom Vocabulary feature (also called Company Context) lets admins build a glossary of company-specific terms. Once configured, AI Assist Pro applies that glossary across every transcript, summary, scorecard, and insight it generates.
Additionally, admins can configure a company profile with product descriptions, service details, and use cases. Every AI output is then informed by this context — meaning summaries reflect your actual business, not generic corporate language.
Transcription accuracy is the foundation that every downstream AI output depends on. If the transcript gets your product name wrong, the summary will be wrong, the tags will be wrong, and the call score will be unreliable. Fix the foundation, and everything improves.
This is particularly valuable for organizations with:
After configuring Custom Vocabulary, teams report significantly fewer transcription errors and much more useful AI-generated summaries and coaching feedback.
Aircall has made significant improvements to the AI engine behind call scoring, raising accuracy from 96% to 99.6%. But the improvement is not just about the number — the quality of the feedback has changed fundamentally:
At 96% accuracy, AI call scoring was useful but required human verification for high-stakes coaching decisions. At 99.6%, it becomes reliable enough to serve as a primary evaluation tool. This means:
Combined with rep self-scoring visibility (upgrade #1), this creates a complete coaching loop: AI evaluates the call, provides accurate and actionable feedback, the rep reviews their own score, and the manager steps in only when targeted coaching is needed.
All scoring improvements are applied automatically — there is nothing to configure.
The real power of these six upgrades is not any single feature in isolation — it is how they reinforce each other:
This is a platform that is rapidly maturing from "helpful AI add-on" to "essential business intelligence infrastructure."
| Plan | Price | Key Features |
|---|---|---|
| AI Assist (Standard) | $9/user/month | Call summaries, topic recognition, sentiment analysis, talk ratios, action items, trending topics, basic call scoring, CRM autofill |
| AI Assist Pro | $49/user/month | Everything in Standard plus live transcription, live prompts, playbooks, automated playbook CRM updates, automated post-call workflows, custom scorecards, contact insights |
All six upgrades covered in this post are included in AI Assist Pro at no additional cost. There are no usage-based fees — pricing is per license regardless of call volume.
One of Aircall's strongest differentiators is its native CRM integration ecosystem with over 200+ integrations, including deep two-way sync with both Salesforce and HubSpot:
This means the intelligence AI Assist Pro generates does not stay siloed in Aircall — it flows directly into the CRM your team works in every day.
| Feature | Aircall AI Assist Pro | Dialpad | Gong | CloudTalk |
|---|---|---|---|---|
| Real-time transcription | ✅ | ✅ | ✅ | ✅ |
| Automated call scoring | ✅ (99.6% accuracy) | ✅ | ✅ | ✅ |
| Sentiment analysis | ✅ (improved accuracy) | ✅ | ✅ | ✅ |
| Live coaching prompts | ✅ | ✅ | ❌ | ❌ |
| Custom playbooks | ✅ | ❌ | ❌ | ❌ |
| Natural language query (Ask AI) | ✅ (beta) | ❌ | ❌ | ❌ |
| Transcription redaction (PCI/PII/PHI) | ✅ | Limited | ❌ | ❌ |
| CRM-native integration (SF + HS) | ✅ (200+ integrations) | ✅ | ✅ | ✅ |
| AI without recording | ✅ | ❌ | ❌ | ❌ |
| Pricing | $49/user/month | Included in plans ($15+) | Custom (enterprise) | $9/license add-on |
Aircall's key differentiation lies in three areas: Ask AI Assist (first-to-market natural language query for call data), Transcription Redaction (comprehensive PCI/PII/PHI removal), and AI Without Recording (full AI capability without storing recordings). No competitor currently offers all three.
As an Aircall partner, Vantage Point helps organizations implement and optimize Aircall alongside their CRM — whether that is Salesforce, HubSpot, or both. Our team specializes in:
AI Assist Pro is Aircall's premium AI add-on ($49/user/month) that provides real-time call coaching, automated call scoring with custom scorecards, live transcription, playbook guidance, and automated post-call workflows. It builds on AI Assist Standard ($9/user/month) with live, in-call capabilities.
Five of the six upgrades are fully live and available to all AI Assist Pro customers. Ask AI Assist (the natural language query feature) is currently in beta with early access available through Aircall's partner network.
No. Redaction applies only to new transcriptions going forward. Existing transcripts are not affected retroactively. If you need to address historical data, contact Aircall support for guidance.
Admins can configure whether AI evaluates the first agent, the last agent, or all agents who participated in a transferred call. This is set up in automation rules within the AI Assist Pro configuration.
Yes. Aircall offers native, bi-directional integrations with both Salesforce and HubSpot. Calls, voicemails, texts, AI summaries, sentiment data, and scoring all sync to CRM records automatically.
Aircall's call scoring accuracy has improved to 99.6%, up from 96%. The AI also produces more natural, coaching-quality feedback and better handles sentiment analysis — distinguishing third-party complaints from direct complaints and correctly interpreting emphatic language.
Traditional dashboards require you to know what you are looking for and build the right filters. Ask AI Assist lets you type a question in plain language — like "What objections came up this week?" — and get an immediate answer. It is conversational analytics rather than dashboard-driven analytics, which dramatically reduces the time required to extract insights.
These six upgrades represent a significant evolution for Aircall AI Assist Pro — moving it from a capable AI coaching add-on to a comprehensive conversation intelligence platform. Rep self-scoring builds coaching culture. AI-suggested tags fix data quality. Ask AI Assist democratizes analytics. Transcription Redaction opens the door for compliance-conscious organizations. Company Context eliminates generic AI. And 99.6% accuracy makes the entire system trustworthy.
For organizations already using Aircall, these upgrades are live now — most require minimal configuration to activate. For organizations evaluating their telephony and conversation intelligence options, this is a compelling case for the platform.
Ready to implement Aircall AI Assist Pro alongside your CRM? Contact Vantage Point to learn how we help businesses configure, integrate, and maximize their Aircall investment with Salesforce, HubSpot, and beyond.
Vantage Point is a technology consulting firm specializing in CRM implementation, automation, integration, and AI solutions. As partners with Salesforce, HubSpot, Anthropic (Claude AI), Aircall, and Workato, we help businesses of all sizes build unified technology stacks that drive revenue, improve operations, and deliver exceptional customer experiences. Learn more at vantagepoint.io.