Convin is a software that helps your sales teams record, transcribe, and analyze their conversations to give data-backed feedback in real-time. Seamlessly integrates with your tech stack & is used for sales training, coaching, onboarding, enablement, and more.
Empower Every Agent with AI-Powered Assistance on Live Calls
Real-time Agent Assist is an AI-powered platform offering live guidance to call center agents. It enhances customer interactions with live suggestions, scripts, and alerts. It integrates with a Gen AI-powered knowledge base for efficient interactions.
Is it truly feasible for call center managers to supervise every agent? Specially on peak days and during high-traffic hours, tracking individual agents while ensuring no misconducts like misselling or compliance violations occur is a daunting task. In reality, providing continuous assistance and preventing customer escalations simultaneously is impossible for managers.
Even we at Convin believed it was impossible.
We observed agents daily across numerous support, sales, and collections processes navigating complex conversations, striving to deliver quality service, close deals, or ensure timely payments while searching their resources and guidelines.
Meanwhile, supervisors struggled to oversee these interactions, often rendered helpless without the tools to provide real-time, impactful guidance.
After countless hours of observing agents juggle calls, notes, and data across different contexts, our solution emerged from a simple question: How can we make their lives easier in real time?
We introduced Convin's Real-Time Agent Assist and Supervisor Assist with the possibility of transforming reactive conversation monitoring into proactive real-time quality management. Our product offers:
1. Agents with AI-powered scripts, battle cards, and instant knowledge base access turn every interaction—a support query, a sales pitch, or a collections call—into a smooth, informed conversation.
2. Supervisors with a dashboard offering live insights into all ongoing calls, sentiment analysis, and alerts for any deviations, empowering them to guide their teams to excellence across all facets of customer interactions.
We believe every call center deserves to deliver an exceptional customer experience. To achieve this stride, call center heads must arm their teams with the power of post-interaction and real-time suites. However, some call centers may need real-time assistance more than others.
Hence, I am curious to know which industries will benefit from real-time assistance. Do support your answers with a relevant reason.
@pranita_kakade22 I believe banking, financial services, and insurance are industries that can use this product extensively. Given the volume of complaints and customer frustrations, it makes sense to have a real-time monitoring and compliance tracking system.
Can Agent Assist help handle complex life insurance or health insurance policy questions? Can it support the agent to handle the queries on a live call?
@pranita_kakade22@abhishikha_chatterjee I recently attended a webinar organized by them and had the chance to look closely at the product and I bet handling complex insurance policy questions is possible. Coming to the second half of the question, it supports agents handling queries on live calls. From improving the first call, establishing a consistent brand reputation, and detecting compliance violations in real-time, to reducing misselling (in terms of the BFSI sector), it is giving away a one-stop solution. Big YESS to this product for now.
Interface provided by Convin is easy to understand and implement. Being an Admin, I have the ability to get the follow up on my team's performance. I can view the number of sessions completed by an agent with respect to the total sessions assigned. Convin has made it easier for me to guide agents. With Lead Dashboard, I am able to look at the detailed analysis and attribute based reports. Convin offers several integrable features. With respect to issues or challenges, Convin team is consistently available to provide assistance.
Convin is a very useful and vast product. One needs a thorough understanding of the product to be able to avail the full benefits of Convin. Convin support team was very helpful to make us understand the product which has eventually driven me to use Convin daily.
Imagine Convin.ai as a super-smart octopus in the vast ocean of customer conversations. 🐙
Each of its tentacles is a feature: one for recording calls, another for transcribing them into text, and yet another for analyzing all the chit-chat to find golden nuggets of customer insights. It’s like having an underwater spy who’s good at eavesdropping on all the fish in the sea. 🕵️♂️🐠
Now, this octopus isn’t just nosy; it’s also a bit of a control freak. It loves to monitor compliance and ensure everyone follows the ocean rules. And if any fish agents swim off course, it gives them a gentle tentacle nudge with automated coaching to get them back in line. 📏🐟
But wait, there’s more! This octopus is also a bit of a show-off, flaunting its machine-learning muscles to lift the heavyweights of data analysis, making sense of all the blub-blub-blub so the fish agents don’t have to. 💪🐡
And at the end of the day, when all the other sea creatures are tired from swimming around, our octopus friend is still going, using its conversation intelligence to turn every little bubble and squeak into valuable treasure maps that lead to happier customers and more clams… I mean, sales. 🗺️💰
So, in a nutshell, Convin.ai is like an eight-armed, all-seeing, customer-whispering, sales-boosting cephalopod of the contact center world! 🎉🐙
Convin is a conversation Intelligence Platform which helps to improve the overall business. It specifically helps sales team to increase conversation, support team to improve the customer experience and for collection companies it'll help to lend more and a better collection. It provides consolidated reports and analysis to the business heads to give them visibility across the floor of their customer conversation which ultimately helps into make better strategies.