TL;DR
Convin’s AI-Powered Virtual Agents are revolutionizing contact centers by automating inbound and outbound calls, reducing operational costs by up to 60%, and boosting conversion rates by 10x. With advanced natural language processing, Convin’s virtual agents handle repetitive low-intent calls and seamlessly transfer high-intent leads to human agents. They’re built on an in-house LLM trained in 35+ Asian languages, ensuring smooth conversations and improved CSAT scores by 27%. The AI solution integrates effortlessly with existing systems, ensuring data security, scalability, and compliance with industry regulations like TRAI. Discover 10 reasons why Convin’s AI solution should be a core part of your contact center’s tech stack.
Sales agents manage multiple responsibilities, including
- Driving revenue
- Closing deals
- Maintaining high customer satisfaction scores
And their number one priority is dialing calls to reach prospective customers.
However, only 2% of their calls connect with high-intent leads.
Much of their effort goes into calls that don’t lead to conversions, wasting their time and effort and reducing their performance efficiency.
Imagine if there was a way to handle repetitive, low-intent calls, only acting on the high-intent calls.
Enter the world of virtual agents.
Virtual agents are software applications that use natural language processing (NLP) to manage large volumes of inbound and outbound calls.
By leveraging NLP models to mimic human speech, these virtual agents reduce contact center costs by handling initial customer interactions.
Once a customer is identified as high-intent, the virtual agent seamlessly transfers the call to a human agent to continue and close the conversation.
Virtual agents streamline contact center operations and allow human agents to focus on strategic calls that generate revenue.
AI-powered by conversation intelligence enables virtual agents to engage in conversations that mimic natural human interactions. Integrating virtual agents enables contact centers to handle routine inquiries efficiently without human intervention.
Integrating AI-powered virtual agents can reduce operational costs by up to 60% and boost conversion rates by 10x.
Convin’s AI phone call solution helps contact centers increase CSAT scores by 27% while seamlessly automating 100% of inbound and outbound calls.
Virtual agents not only streamline routine tasks but also enhance the overall efficiency of contact centers.
With Convin’s AI phone call solution, you can seamlessly automate 100% of inbound and outbound calls, boosting conversion rates and customer satisfaction. Here are 10 reasons why Convin’s virtual agent should be vital to your tech stack.
Want to 10X your conversion rate? Book a demo to know how!
1. We are Pioneers of Conversation AI and Virtual Agents in India
Conversation intelligence focuses on extracting actionable insights from customer interactions. These insights help businesses comprehensively understand customer behavior, including purchasing patterns and preferences.
When Convin was founded over three years ago, our vision was to leverage AI technology to address key challenges faced by contact centers in India, such as,
- High operational cost
- Agent churn
- Low conversion rates
- Poor customer satisfaction
Throughout their journey, our founders built a robust conversation intelligence platform designed to tackle these challenges head-on. It became clear that Indian contact centers, with their vast cultural and linguistic diversity, needed a solution tailored to their specific needs.
This realization led to Convin’s Large Language Model (LLM). Built in-house and trained in over 35 Asian languages, our LLM powers Convin’s AI phone call solutions, enabling better customer engagement across diverse linguistic contexts.
Over the past 3+ years, Convin has worked with 80+ clients in the call center industry, gaining deep expertise in post-conversation analysis.
We’ve built an advanced post-conversation analysis product that extracts meaningful insights from customer conversations. The insights observed from these conversations offer our clients invaluable data to enhance customer interactions, streamline processes, and drive business growth by integrating virtual agents and other AI technologies.
Our efforts have not gone unnoticed. Recently, Convin secured the 19th spot in G2’s 2024 Best Software Awards and was recognized by LinkedIn as one of India’s best companies.
2. Convin’s Virtual Agents Are Optimized for Call Center Excellence
The core of Convin’s AI phone call solution is our in-house-built Large Language Model (LLM), specifically designed for contact centers. Trained on over 200 billion tokens across 35+ Asian languages, our LLM ensures a deep understanding of various linguistic patterns and nuances unique to the region.
Over the past three years, we’ve worked meticulously to perfect this model, training it exclusively on call center-specific data. This tailored approach allows our LLM to grasp the subtleties of sales conversations in India and beyond.
To further ensure accuracy, customer-specific instructions, and continuous feedback loops are integrated to minimize the generation of hallucinations or incorrect responses.
Our LLM is not just another off-the-shelf model.
Because it is built in-house, we can easily incorporate client-specific ethical guidelines, regulatory compliance, and organizational values into the AI’s decision-making processes.
Thanks to our proprietary, secure infrastructure, we also ensure the security of client information.
Scalability is often challenging when training an LLM. Convin’s AI phone call virtual agents offer a cost-effective solution due to our model’s scalable architecture and efficient training methods. Virtual agents can be programmed for various tasks, ensuring compliance with regulations and automating processes to enhance efficiency.
Training Convin’s AI phone call models cost one-third as much as conventional GPT models, making them ideal for large-scale contact center operations.
Key Features:
- Domain-Specific LLM: The strength of a machine learning model lies in the quality and specificity of the data it’s trained on. Rather than relying on generic data, Convin’s LLM has been trained on 3+ years of exclusive contact center data, highlighting the benefits and functionalities of virtual agents.
This makes our model highly fine-tuned for call centers’ specific needs, such as understanding agent-customer interactions, sales strategies, and problem-resolution techniques. The result is a more effective AI solution that is purpose-built for contact center environments.
- Cost-Efficiency and Scalability: Unlike generalized GPT models, Convin’s LLM is optimized for performance and cost. Our scalable architecture reduces training costs by 66%, making it a cost-effective solution for high-volume contact centers. Ensuring that your AI phone call models are adaptable to your evolving business needs without breaking the budget.
- Data Security and Compliance: With in-house data processing, Convin guarantees complete control over client data, ensuring it always remains secure. We employ industry-standard encryption, strict access controls, and regular security audits to maintain the highest levels of security.
Additionally, proactive measures like input filtering, output sanitization, and data anonymization are in place to prevent data misuse and ensure regulatory compliance.
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3. Our Virtual Agents Deliver the Most Human-Like Conversations
As they say, seeing is believing. Or, in this case, hearing is believing.
Listen to our AI phone call recording and observe how the virtual agent seamlessly recognizes a language change request and instantly switches to the customer’s preferred language.
Human sounding voice.mp3
When you hear the term “voice bot,” the first image that may pop up is software generating words in a voice reminiscent of old robots from classic movies.
However, over 71% of users prefer AI-powered virtual agents that mimic the human voice rather than a robotic one.
A virtual agent uses advanced technologies like machine learning and natural language processing to enhance customer service by handling basic inquiries and enabling human agents to focus on more complex issues. As contact centers consider integrating AI virtual agents into their operations, answering some key questions is essential.
What Defines a Human-Like Voice in AI?
Human conversations are rarely rushed. People take a measured approach, using natural fillers, pauses, and varied inflections in their voices. The pace of speech varies depending on the context—for example, talking to a friend versus talking to a colleague.
When considering what is a virtual agent, it should be able to mimic these characteristics. Advanced natural language processing (NLP) allows voice bots to “listen” and engage in real time. The NLP engine identifies customer intent behind spoken words and generates an appropriate response.
An effective AI-powered virtual agent must handle interruptions in a conversation and naturally bring the conversation back to the topic under consideration. The best AI-powered virtual agents should be able to understand customer frustration and adjust their responses, making conversations smoother and more relatable.
What Makes Convin’s AI Phone Call Virtual Agent Stand Out?
With over 3+ years of data from customer conversations and our proprietary in-house-built LLM model, which has again been fine-tuned for use cases in contact centers, Convin has developed one of the most advanced AI virtual agents for contact centers.
- Higher engagement and lower drop-offs: Since the release of our AI phone call virtual agent, we’ve seen better engagement rates and fewer drop-offs compared to other bots.
- Trained on real-world data: Our AI solution has learned from thousands of real-world calls handled by our sales agents over the past three years.
- Natural responses: Our LLM’s Natural Language Understanding (NLU) capabilities allow the bot to process sentiment and extract meaning accurately.
- 24x7 availability: Always-on support ensures that customers never wait and receive help instantly.
- Persuasive Virtual Agent: Convin’s AI phone call solution fine-tunes its neural network with tailored call phrases and strategies, crafting a unique and practical approach for your company. It analyzes customer intent through its LLM model, allowing it to persuade customers to consider alternative options. This leads to context-aware, meaningful conversations that improve the chances of converting leads into sales.
- Human-like Voice: Generating the human-like inflections in the voice output helps create the illusion of a human-like agent, which helps build trust and engagement with the customer.
The advanced capabilities of a virtual agent, such as those developed by Convin, leverage machine learning and natural language processing to enhance customer service applications. They offer functionalities that can surpass those of human agents and improve operational efficiency.
How Does it Work?
Our AI virtual agents convert customer speech into text in any of the 35+ languages they’re trained in. The NLP engine then processes the conversation, understands the customer's intent, and generates an appropriate response, converted back into human-like speech via Text-To-Speech (TTS) software—all at a less than one-second latency.
The AI phone call virtual agent improves over time by analyzing interactions and refining persuasion techniques.
4. Our Virtual Agents are Built on Industry-standard STT frameworks
How does an STT Work?
The above image represents the operation of an STT model. The components of a traditional ASR or Automatic Speech Recognition pipeline are as follows,
- Signal Analysis: The input signal is the soundwave from the telephony or live recording captured by the model.
- Acoustic Model: The soundwave from the signal wave is analyzed to generate the phonemic representation of that sound. A phoneme is the fundamental spoken unit of a language. For example, /d/ is the root phoneme for dog and dug.
- Lexicon Model: The lexicon model explains how words are pronounced. Since the set of phonemes differs for each language, we require different phoneme sets for each language we incorporate into our ASR model.
- Language Model: A language model helps select the most suitable prediction from the acoustic model and discard improbable choices.
Our Speech-To-Text is robust and suited for telephony calls. This includes calls with noisy backgrounds or low-quality audio.
Thanks to our in-house-built LLM, our STT framework can easily understand and differentiate between various Indian languages, such as Hindi, Tamil, Telugu, and Kannada. It processes speech in real-time, allowing for smooth interactions during AI-driven phone calls.
An accurate STT system is essential in providing proper contextual information to the language model (LLM), which enables the AI phone call to understand and respond effectively.
The more precise the transcription, the better the AI can interpret and generate relevant responses.
What is STT Finetuning?
The STT engine can be fine-tuned to include domain-specific terms, improving its accuracy in recognizing industry-specific or frequently used keywords. This enhances keyword detection and ensures the AI phone call system understands specialized language in various contexts.
Finetuning helps the STT framework adapt to the system for industry-specific vocabulary, jargon, and keywords, ensuring significantly higher accuracy.
For example, in customer service or healthcare industries, where specific terminology is crucial, our STT engine can be customized to recognize these terms accurately, reducing errors and improving overall efficiency.
5. Our Virtual Agents Are Built With TRAI Regulations
Spam calls—you hate them, we hate them, and even the callers likely hate them.
Customers can only say “No, I’m not interested” so often before their patience runs thin, especially within the first thirty minutes of a workday.
Spam calls have become an unfortunate part of everyday life, like an unwanted guest that refuses to leave.
With the rise of AI-powered virtual agents, these calls threatened to swarm the telephony ecosystem and paralyze the regular citizen mobile phone by constantly churning out automated spam calls.
That was until India’s telecom regulatory body decided to intervene.
The Telecom Regulatory Authority of India (TRAI) recently implemented a law,
- Requiring telemarketers only to use the 140xxx series of numbers.
- Meanwhile, government and BFSI institutions are allocated the 160xxx series for service-related communication.
Under the new directive, any calls from the 160xxx series cannot include product sales, protecting customers from unwanted promotions.
Essentially, this means that when you call for guidance on navigating a loan application, you won’t be interrupted by offers for personal loans or suggestions to upgrade your credit card.
This move seeks to reduce the flood of telemarketing calls that have frustrated consumers nationwide. Spam calls are more than an annoyance; they’re mentally taxing, as the customer gives each call importance only to end in frustration when it turns out to be spam.
TRAI now requires every spam caller to register with the Distributed Ledger Technology (DLT), a blockchain-based system to combat spam further.
This platform helps the government prevent phishing scams by blocking website links, APK files, or OTT platform messages through spam calls.
Convin has partnered with telephony systems compliant with the new TRAI regulations, ensuring customers that our AI phone call solution aligns with the latest requirements. This offers a sense of relief and improved communication.
6. Our Virtual Agents Enhance ROI with Seamless Integration in Contact Centers
One fundamental inefficiency in contact centers is agent productivity, precisely the number of qualified calls.
Only some calls can lead to a sale, and getting that warm or hot lead is a trial by fire. The agent will have to go through seven to eight calls before reaching the one call to generate revenue for the company.
80% to 90% of an agent’s time is spent on unproductive calls, significantly draining the contact center’s operational budget.
The easiest way to address this inefficiency is for contact centers to hire more agents to increase the number of dials.
Once hired, these agents would require extensive training before they understood the contact center’s strategy and started to generate revenue.
Despite the rise in operational costs, contact centers continued this strategy as they needed alternatives.
That changed when AI-powered virtual agents were integrated into contact centers’ daily activities. Virtual agents reduced a contact center’s operational costs by up to 60% and the number of agents required to operate the contract by 90%.
Furthermore, AI phone calls don’t require office space or extensive training to be productive.
The AI phone call solution can handle thousands of inbound and outbound calls simultaneously, and the only ongoing cost is the license fee for the virtual agent.
Virtual agents can be programmed for various tasks, ensuring compliance with regulations and automating processes to enhance efficiency and productivity.
Hypothetical Comparison Between Human and AI-Powered Agents
Let’s look at a hypothetical example to understand better the cost-effectiveness of integrating AI-powered virtual agents.
Assumptions for AI Integration:
- Number of Agents: 20 agents dedicated to lead qualification.
- Daily Call Time per Agent: 360 minutes.
- Cost to Company per Agent: INR 45,000 monthly (salary, software, and device costs).
- Per Minute Cost of AI Phone Call: INR 4.
Direct Return on Investment (RoI):
- Using AI results in a RoI of approximately INR 9,00,000 / INR 7,48,800 ≈ 1.2X, as seen from the above cost breakdown.
- When considering additional savings from reduced training, hiring costs, and floor space, the RoI increases to 3x to 4x.
Does this mean that human agents are no longer required?
Far from it.
Integrating an AI virtual agent doesn’t replace human agents but enhances their productivity. The AI efficiently filters out uninterested leads, sending only high-intent customers to human agents.
The AI phone call does the groundwork, such as gathering relevant customer information and establishing the context of the call. This allows human agents to focus on building a connection and closing the deal, making the entire process smoother and more efficient.
Additionally, this seamless handoff between AI and human agents ensures that human agents engage with leads that are more likely to convert, ultimately boosting conversion rates and maximizing the value of each interaction.
Ready to reduce your contact center costs by up to 60%? Talk to us today and see Convin’s AI-powered solution in action.
7. Convin’s Virtual Agents Can Provide Multilingual Support
India’s linguistic diversity is one of its most fascinating characteristics. With languages changing every few kilometers, this cultural richness is one of the country’s best features.
However, it presents challenges when pitching products to such a diverse population.
In the past, specialized sales teams were crucial for accurately translating product information to customers from various regions.
Despite technological advancements and the integration of virtual agent AI solutions in the sales process, the benefits of virtual agents in overcoming language barriers have become increasingly evident. AI systems need help comprehending regional languages effectively.
The Challenge of Language in Contact Centers:
- Most contact centers in India are based in urban centers like Bangalore, Delhi, Mumbai, Chennai, Pune, and Hyderabad, where many people can understand English.
- However, this poses a significant issue in a country where only 30% of the population can understand English and only 4% speak it fluently.
- New hires in contact centers often rely on their mother tongue and English.
- However, extensive training efforts are often required to deal with customers who speak neither.
Additionally, agents must be trained to manage interruptions and steer conversations back to the company’s key selling points.
Convin’s Virtual Agent: AI-Powered Phone Call Solution
What if you could integrate an AI agent into your team that doesn’t require training, can converse fluently in 35+ Asian languages, and can empathize with customer interruptions—all at a fraction of the cost of hiring a new agent?
Enter Convin’s AI Phone Call Solution, powered by our custom-built LLM (Large Language Model), trained in over 35 Asian languages.
- Handles Interruptions with Empathy: Unlike traditional AI agents that follow rigid scripts, Convin’s AI-powered virtual agent dynamically responds to customers with human-like empathy, guiding them back to the key points of the conversation.
- Speaks the Customer’s Language: The AI agent understands regional languages and handles mixed dialects, like Hinglish, ensuring seamless communication with diverse customer bases.
- Proactive Call Handling: If the AI detects a customer expressing high intent to purchase, it can effortlessly hand over the call to an experienced human agent, ensuring no missed sales opportunity.
Benefits of Convin’s AI Phone Call Solution:
- Operational Cost Savings: By automating 100% of inbound and outbound calls, businesses can reduce their operational budgets by 60%. Training large sales teams is unnecessary when an AI agent can handle routine interactions.
- Reduction in Manpower: Convin’s AI reduces manpower requirements by 90%, eliminating the need to hire massive sales teams for cold-calling operations.
- Multilingual Mastery: The AI agent is fluent in over 35 Asian languages and understands regional language mixes, allowing your contact center to connect with thousands of customers through a single application.
- Improved Efficiency: The AI agent works 24/7 without needing breaks, enabling your contact center to handle higher call volumes more efficiently. There is no human fatigue, just continuous productivity.
- Empathy at Scale: Convin’s AI-powered virtual agent understands customer frustrations and responds with empathy, ensuring every interaction feels personal and meaningful.
- No Training Required: Convin’s AI requires no initial training, unlike human agents. It’s ready to go from day one.
- Seamless Integration: Integrate this AI solution effortlessly into your existing contact center processes.
Connect with every customer—request a multilingual demo.
8. Our Virtual Agents Have Advanced Interruption Handling
Please listen to a recording to get a first-hand experience of our AI phone call.
AI phone call interruption
Being interrupted when a human sales agent is on a roll can be one of the most frustrating experiences.
Not only does it break their rhythm, forcing them to pause and address the interruption, but it also prolongs the call. The extended time spent feels like a wasted effort if the conversation doesn’t convert into a hot lead.
Interruptions can take various forms—perhaps a follow-up question from the customer or an unexpected external distraction. If human agents find interruptions frustrating, imagine the challenge for an AI-powered virtual agent.
However, Convin’s AI phone call solution is designed to embrace interruptions rather than avoid them.
The virtual agent is equipped to handle interruptions smoothly, answering the questions posed while skillfully guiding the conversation back to the main selling points.
If the question falls outside the virtual agent's scope, it will honestly admit it doesn’t have the answer and politely ask for permission to continue the sales conversation.
Thanks to Convin’s in-house developed LLM, the AI phone call processes interruptions with a latency of under one second, keeping the interaction seamless and efficient.
Moreover, if a customer switches languages mid-conversation, the virtual agent will politely ask if they’d like to continue in the new language, demonstrating adaptability.
Convin’s self-sufficient AI phone call agent can filter out low-intent customers and focus on those who ask high-intent questions before seamlessly transferring them to a human agent for further engagement.
9. Our Virtual Agents Have Seamless Integration for Optimized Workflows
Once the data is collected and categorized, sorting it is hard. But thanks to native omnichannel integrations made available by Convin’s AI phone call solution, contact centers can instantly get the data they request in the application of their choice.
Convin seamlessly integrates our AI phone call solution with your existing dialers or telephony systems, ensuring smooth, scalable calling operations and enhancing the efficiency of your contact center.
With Convin, CRM systems automatically update after each call, pulling relevant customer data for in-depth conversation analysis. This drives better customer interaction strategies and ensures a seamless workflow.
Furthermore, Convin’s platform integrates with helpdesk systems, streamlining interaction data, quality audits, and insights, effectively resolving recurring issues. Additionally, WFM tool integration helps contact centers schedule agents more efficiently by aligning performance insights with workforce management decisions.
10. Our Virtual Agents Enable a Seamless Handoff to Human Agents for Higher Conversions
In top-of-the-funnel interactions, 80%—90% of leads typically drop off. Once Convin's AI-powered virtual agent connects with a high-purchase-intent lead, it efficiently gathers all relevant information. After collecting this data, the AI phone call seamlessly hands the conversation over to a human agent, who, armed with these insights, is better positioned to guide the customer toward a purchase decision. This integration has resulted in a 60% increase in sales-qualified leads while boosting conversion rates by 10x.
Contact centers can leverage the analytical capabilities of AI-powered virtual agents to gain deeper insights into customer behavior, increasing satisfaction by 27%.
Contact centers gain critical insights to improve engagement and satisfaction by analyzing customer sentiment. These AI-driven insights also inform product development, refine marketing strategies, and enhance customer service—all while uncovering hidden growth opportunities.
Speak with our experts on seamless integration
Conclusion
Sales agents manage multiple tasks, from finding high-intent leads to maintaining customer relationships.
The lion’s share of their time is devoted to a simple activity - calling prospective leads.
But, only 2% of these conversations bear fruit and lead to a high-intent customer.
Integrating virtual agents like Convin’s AI phone call into the workflow of a contact center ensures,
The secret sauce that enables these transformative performance metrics is Convin’s in-house LLM, which is trained in more than 35 Asian languages.
The Convin AI phone call solution can expertly manage interruptions from the customer. It can use context-based clues to understand the question and provide an answer, after which the AI-powered virtual agent will continue the sales pitch where it left off.
The 24/7 availability of Convin’s virtual agents is essential to its ability to provide round-the-clock customer support.
Furthermore, the AI virtual agent can leverage the computational capabilities of the Convin LLM to persuade customers as well.
Convin’s AI-powered virtual agent seamlessly integrates with any contact center's existing tech stack, making it adaptable to various systems. Its scalability and user-friendly functionality ensure a smooth, hassle-free deployment and operation across platforms.
Integrating Convin's virtual agents is the key to success if you want to enhance your contact center's performance while cutting costs.
Transform your sales strategy with AI—explore Convin’s AI phone call solutions today
FAQ
1. What makes Convin’s AI-powered virtual agents unique?
Convin’s AI-powered virtual agents stand out due to their in-house LLM trained in 35+ Asian languages. These virtual agents handle inbound and outbound calls and provide seamless integration with existing dialers and telephony systems. Convin’s virtual agents filter low-intent leads, passing only qualified customers to human agents, boosting conversion rates by 10x while reducing operational costs by up to 60%.
2. How does Convin’s AI virtual agent ensure data security?
Convin’s AI-powered virtual agents utilize in-house data processing, employing industry-standard encryption and strict access controls to protect client information. Regular security audits and proactive measures, such as input filtering and output sanitization, prevent misuse and ensure regulation compliance. These AI virtual agents in AI also incorporate data anonymization techniques to secure customer information, making them a reliable choice for businesses looking to implement AI virtual agents.
3. Can Convin’s virtual agents handle interruptions in calls?
Convin’s AI-powered virtual agents can effectively manage interruptions during calls, thanks to their AI-powered virtual agent capabilities. They respond naturally to questions, adjust conversations based on customer input, and redirect discussions back to key points. This makes these AI-powered virtual agents highly efficient in handling unexpected scenarios during customer interactions.
4. What languages does Convin’s AI virtual agent support?
Convin’s AI virtual agents are designed to support over 35 Asian languages, including regional dialects like Hinglish. As a customer-centric platform for virtual agents in AI, Convin’s solution enables personalized communication with customers in their preferred languages. This AI-powered virtual agent capability is critical for businesses aiming to reach diverse customer bases efficiently.
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