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More Customers Chose the AI Agent Than Anyone Expected | Tom Chen, Aircall, Sonic AI
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More Customers Chose the AI Agent Than Anyone Expected | Tom Chen, Aircall
Eye On A.I.
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Jun 4, 2026
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56:23
Interview
More Customers Chose the AI Agent Than Anyone Expected | Tom Chen, Aircall
Tom Chen
(Chief Product Officer, Aircall, guest)
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Executive Summary
Aircall is transitioning from a traditional SaaS company to an AI-first platform, focusing on AI voice agents for customer communication.
The company targets small and growing businesses, differentiating itself with a global-first approach that includes local, culturally-aware sales and support teams.
Aircall's AI agents are designed to augment, not replace, human agents by handling high volumes of concurrent calls, providing live assistance, and automating post-call tasks.
A key challenge for AI adoption in the SMB market is the lack of documented "tribal knowledge," which Aircall aims to solve by making context gathering and implementation easier.
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