The problem
Every call that changes a client's cover needs a file note, and handlers type them between calls or from memory at the end of the day. If 3 account handlers each take 8 calls a day that need a note, that's 120 calls a week, about 516 a month, and at 4 minutes a note it's around 34 hours of typing.
What the AI does
Aircall is a cloud phone system. Every plan records calls and produces AI transcripts, and the Professional plan adds AI-generated call summaries and key topics. After a call, the handler reads the summary, corrects anything wrong and copies it into the client's record in the broking system. The summary is only a starting point for the file note: the handler still writes the demands and needs statement and stays responsible for any advice, under FCA rules.
A worked example
A brokerage in Exeter with three account handlers for personal and commercial lines moves its phones to Aircall Professional. Each handler takes about 8 calls a day that need a file note and now edits the AI summary instead of typing from scratch.
Before
4 minutes to type each of about 516 file notes a month: about 34 hours
After
About 1.5 minutes to check and paste each summary: about 13 hours a month
What it's worth
About $716£538€640A$1,033C$1,011 a month in handler time, against $160£120€143A$230C$226 for the phone system. That is 516 calls a month with 2.5 minutes saved on each, 1,290 minutes or 21.5 hours, at an assumed $33£25€30A$48C$47 an hour. Aircall Professional is $53£40€48A$77C$75 per license a month billed annually, with a 3-license minimum; monthly billing costs more, and the cost replaces part or all of your current phone bill.
How to set it up
- Take Aircall's trial and check with Aircall how your existing number moves across.
- Choose Professional, since call summaries are on that plan; on Essentials they need the AI Assist Pro add-on at $53£40€48A$77C$75 a user a month.
- Update your call recording message and privacy notice so clients know calls are recorded and transcribed.
- Set a house rule: the handler checks every summary against the call before it goes into the broking system.
- Spot-check 10 summaries a month against the recordings and tell handlers where it gets details wrong.
What goes wrong
- A summary can miss or garble a sum insured, a named driver or a date. The file note is the handler's responsibility, so check every figure.
- Recordings and transcripts are personal data under UK GDPR. Agree how long you keep them; the page lists unlimited retention by request on Professional and 6 months in the dashboard.
- The 3-license minimum means a two-person firm still pays for 3.
- A call summary isn't a demands and needs statement or an advice record. Those stay in your broking system, written by the handler.