Contact centers, which have long been the bridge between consumers and businesses, are transforming by integrating AI-powered voicebots in sales. These voicebots increase the quality of interactions that dictate customer satisfaction and brand commitment.
Agents, the beating heart of any contact center, have limited time every day to reach out and meet their performance benchmarks. However, much of that time is lost to cold calling and unqualified leads.
Ideally, agents would connect only with hot or warm leads. Something that was not possible until today, AI-powered voicebots solve both challenges, streamlining the process and boosting efficiency.
What is a Voicebot?
AI voicebots represent the next generation of customer interaction technology. These systems use artificial intelligence and natural language processing (NLP) to engage with customers in real-time conversations rather than relying on pre-set menus. Voicebots can interpret the intent behind customer queries and respond accordingly, offering a more flexible and natural interaction. Here’s a recording for better understanding:
<Demo Recording>
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How Voicebots Differ from Chatbots
The Challenge: Improving productivity through Voicebot
The average outbound call wait time is 40 seconds, with a 3% drop rate in top contact centers. Over time, this wait time builds up and eats into the productivity of the human agent.
A human agent can only make a finite number of calls on any given day. Cold calls and calls to unqualified leads drastically reduce the number of productive calls the agent can make during the day. Therefore, contact centers needed a solution to improve their productivity and income while not increasing operating expenses.
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The Solution: An AI-powered Voicebots
A voice bot is an AI-powered program that leverages the processing capabilities of large language models and Natural Language Processing to enhance contact center productivity.
These virtual agents help with the mundane activities of contacting cold leads and cold calling while delivering personalized responses.
Integrating a voice agent into an organization’s sales flow significantly enhances customer satisfaction by streamlining the customer service experience. By automating routine tasks such as;
- Answering common queries,
- Scheduling appointments,
- Tracking orders,
voice agents free up human agents to focus on high-value interactions like resolving complex issues and closing sales.
Introducing Convin's AI Phone Calls
The AI phone call platform uses advanced in-house LLM models to manage both inbound and outbound calls, mimicking natural, human-like conversations. The virtual agent can answer queries, offer recommendations, persuade customers, and provide real-time project updates—all in the customer's preferred language.
Key Features of Convin’s AI Phone Calls
- Automated Outbound/Inbound Conversations
Convin’s AI Phone Calls simultaneously automate outbound calls to thousands of leads, delivering personalized conversations at scale. Customers can personalize their Voice AI Phone Call agent to match their brand’s guidelines with a customizable flow. - Multilingual Capabilities
Our AI phone call platform is powered by our in-house LLM, trained in over 35 Asian languages, including Hindi, English, and Hinglish. This ensures seamless and empathetic customer interactions regardless of region or language. - Customizable and Scalable
The AI phone call, our AI phone Calls, is fully customizable to meet your business needs, with tailored dialog flows, seamless CRM integration, and the ability to scale according to your operational requirements. - 24/7 Availability
Convin’s AI phone call platform provides round-the-clock support, including nights and holidays, ensuring uninterrupted service. This constant availability improves response times and enhances service quality. - Human-Sounding Conversations
The AI Phone Call engages customers with natural, human-like voices, making interactions feel like they are speaking to a live agent, enhancing customer comfort and trust. - Instant Lead Engagement
Automatically call back leads, schedule appointments, and nurture prospects without delays, ensuring swift follow-up and improving conversion chances. - Real-Time Customer Intent Recognition
The AI Phone Call understands customer intent and adapts the conversation accordingly, creating more relevant and meaningful interactions that drive better outcomes. - Seamless Handoff to Live Agents
When needed, the AI Phone Call can seamlessly transfer a call to a human agent, ensuring that no lead is lost and that complex queries are handled effectively. - Automated Appointment Scheduling and Reminders
Schedule appointments and send automatic reminders, reducing no-shows and improving operational efficiency. - Order Processing and Tracking
Customers can place orders and track their status in real-time through the AI Phone Call, receiving updates on shipping and delivery without human intervention. - Automated Payment Reminders
Streamline debt collection by sending personalized payment reminders, speeding up the collection process, and reducing manual follow-up efforts. - Interruption Management
The AI Phone Calls easily handle background noise, sudden queries, and interruptions, ensuring the conversation stays on track without confusion or errors. - Cross-Selling and Up-Selling Opportunities
The AI Phone Call can identify opportunities to recommend relevant products or services based on customer behavior and preferences, boosting sales potential. - Survey and Feedback Collection
Automatically gather valuable post-interaction feedback through surveys, helping you improve customer satisfaction (CSAT) scores and service quality. - CRM Integration and Data Collection
Seamlessly integrates with CRM systems, updating customer records after every call. The AI Phone Call captures and stores critical customer information for future decision-making and personalized follow-ups.
In-House AI-Powered AI Phone Call by Convin’s LLM
Convin’s Large Language Model (LLM) is a powerful AI technology that significantly enhances the capabilities of AI Phone Call. Developed in-house, Convin’s LLM ensures maximum security and easy customization, making it a robust solution for various business needs. With Convin’s LLM, the AI Phone Call can understand and respond to user queries more humanistically, providing accurate and personalized responses. This leads to a better customer experience, as the voice bot can handle complex interactions and provide real-time insights into customer behavior.
About Convin’s LLM:
- Fully developed in-house to ensure maximum security and easy customization.
- Engineered for large-scale operations.
- Trained in over 35 South Asian languages to capture subtle regional differences.
- Extracts essential information from conversations and provides real-time insights into customer behavior.
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How Does Convin’s AI Phone Call Work?
This is a step-by-step breakdown of how Convin’s AI Phone Call functions.
Step 1: Simple Integration
Businesses can quickly automate calls by linking their current telephony or dialer systems to Convin's Virtual Agent Platform. Our rapid integration enables the AI voice bot to be deployed immediately.
Step 2: Automated Call Management
After integration, Convin's Virtual Agent handles both outgoing and incoming calls. The AI-powered chatbot interacts with leads or customers in real-time, offering products, services, or solutions tailored to their needs. Leveraging conversation intelligence AI ensures natural, human-like interactions with minimal delay, allowing the system to promptly address inquiries, schedule appointments, and solve common issues.
Step 3: Transition to Human Support
When a customer or lead expresses interest in moving forward, the virtual agent smoothly hands the conversation to a human agent. This ensures that critical interactions, like closing deals or addressing more complex concerns, are managed directly by the sales or support team, providing a seamless transition and high-quality customer experience.
Industry-Specific Applications of Convin's AI Phone Call Technology
What are the industry-specific applications of Convin's AI Phone Call technology?
Convin’s AI Phone Call technology’s versatility allows it to integrate into various domains, from healthcare to telecommunications.
Use of AI Phone Calls in the Healthcare Industry
- Scheduling appointments and reminders for patients.
- Helping patients by notifying them of lab results and medicine refills availability.
Use of AI Phone Calls in the BFSI Industry
Sending timely reminders to customers for policy renewals and premium dues and helping customers navigate claim processes. The AI Phone Call also helps customers with their loan application procedures.
Use of AI Phone Calls in E-Commerce & Retail
- The AI Phone Call can be used to engage with customers who have abandoned their carts
- Provide real-time updates on purchase and delivery statuses
- Inform customers about discounts.
Use of AI Phone Calls in Telecom & Utilities
The AI Phone Call can inform customers about upcoming service disruptions and warn users about upcoming and missed payments.
Use of AI Phone Calls in Travel & Hospitality
AI-powered phone call solutions can help customers book hotels and bus, train, and flight tickets. Customers can also leverage the easy accessibility of an AI phone call platform to confirm their itineraries and other travel plans. Similarly, clients can use the AI-powered Phone Call solution to reach out to thousands of customers simultaneously to pitch membership programs while providing automated reminders about their upcoming trips.
Use of AI Phone Calls in Education
- Class Registration and Exam Scheduling: Streamlines student enrollment and efficiently manages exam or assessment schedules.
- Fee and Event Reminders: Integrating an AI phone call system automates tuition payment notifications and informs students about upcoming events.
- Admission Follow-Up: Schools can schedule timely updates to prospective students about their application status.
Use of AI Phone Calls in Real Estate
A real estate company utilizing an AI phone call solution can efficiently automate reminders for property visits and contract deadlines and gather essential information for property purchases without involving countless man-hours of agents following up on customers.
Use of AI Phone Calls in the Automotive Sector
The AI Phone Call platform can seamlessly schedule test drives based on customer availability and book maintenance appointments at the nearest workshop. Automotive companies can use AI phone call platforms to automate warranty alerts and send offers to potential customers. Additionally, the AI phone call solution can eliminate manual effort by automating customer feedback collection after service.
Use of AI Phone Calls in Entertainment & Events
Event promoters can integrate AI phone call solutions into their contact centers for,
- Helping customers book tickets
- Sending timely reminders
- Send alerts and follow up with customers for membership renewals
- Highlight special offers and events to targeted customers.
Use of AI Phone Calls in Subscription Services
- Renewal Reminders: Notify customers when their subscription is nearing expiration to ensure uninterrupted service.
- Promotional Help: Highlight discounts or free trials to engage customers with exclusive subscription deals or adjust their subscription plan.
- Feedback Collection: Gather valuable customer feedback on the subscription content or service for continuous improvement.
Use of AI Phone Calls in Government Services
The use of AI phone calls in government services can assist citizens by scheduling appointments for services like driver's license renewals or passport applications, helping with voter registration, and sending tax payment reminders. They can also gather feedback through citizen surveys on public services and notify citizens about emergencies, weather alerts, or health advisories.
How Do Charities and Non-Profits Use the AI Phone Calls
Our AI Phone Calls can assist non-profits by making donation appeals, inviting donors to events, scheduling volunteers, collecting feedback, and sending membership renewal reminders.
Use of AI Phone Calls in Legal & Consulting Services
- Appointment and Service Reminders: Notify clients of upcoming consultations and promote relevant legal or consulting services.
- Document Collection and Feedback: Assist in gathering client documents and collect feedback after consultations or case completion.
- Payment and Retainer Reminders: Remind clients about due retainer payments or fees.
Use of AI Phone Calls in Manufacturing & Supply Chain
- Order Confirmation and Delivery Updates: Confirm large B2B orders and provide shipment status and delivery notifications.
- Reorder Reminders: Remind clients when it's time to reorder materials or supplies.
- Feedback Collection: Gather feedback on the quality of delivered goods or services.
- Product Support: Post-purchase assistance on products, maintenance, or installations for B2B customers.
Real-World Examples of How Convin’s AI-powered Phone Call Platform
The close-knit communities in India’s Tier-2 and Tier-3 cities often foster an informal economy where personal relationships drive business decisions.
During a recent conversation with a doctor practicing in a Tier-2 city, he shared an interesting story about how patients frequently leverage personal connections to request discounts and freebies.
He remarked that having a voicebot capable of handling such interactions without emotional bias could help him maintain personal relationships while protecting his business margins.
Below are some other real-world examples of how Convin’s AI phone call solution helped businesses.
- BFSI clients who use the AI phone call can use it to initially scope out the customer’s intent to purchase a personal loan.
- The platform can contact customers regarding renewal of their life insurance policy or even an OTT subscription.
- Alternatively, the platform can be configured to remind customers of their upcoming loan payments.
- It can intuitively understand the customer's questions and offer resolutions that meet their needs. It can also escalate the call to a human agent should the customer express an interest in switching plans to a competitor.
- Clients can also configure their AI phone call platform for customer outreach. For example, a motorbike company could reach customers in their database and pitch their new launch.
Since Convin’s in-house-built LLM model powers the platform, the AI quickly responds to customers' queries, including the bike's on-road price, mileage, and loan offers.
Furthermore, the platform identifies the customer's location through their pin code input and places a test-drive request at their nearest showroom—all without the intervention of a human agent. - Clients using Convin’s AI-powered phone calls can program the AI to persuade customers.
For example, the AI could initiate the call to inquire about policy repayment. However, the customer would want to cancel the plan based on the high premium instead of handing the call over to a human agent and losing the flow and, most importantly, the customer.
The AI will persuade the customer by detailing the extra features they can avail of through their current policy. If the customer demands specific features in their policy, the AI Phone Call can accurately identify the features mentioned and help reinforce the advantages of their current policy.
This marks a giant leap in using voicebots in the contact center industry. AI-powered voicebots were once a tool to filter out dead leads, but they can now hold complete conversations and even secure conversions in the right conditions.
Business Outcomes of Using Convin's AI Phone Calls
- Boosted Conversions and Scalable Outreach: Automating both inbound and outbound calls allows the AI Phone Call to handle thousands of calls simultaneously, seamlessly scaling customer outreach and leading to a significant increase in conversions, up to 10x
- Higher Sales Productivity: The AI Phone Call handles top-of-funnel interactions, allowing sales teams to focus on high-potential leads and improving productivity.
- Reduced Manpower Requirements: Automating inbound and outbound calls minimizes the need for human agents by up to 90%.
Additionally, integrating AI phone call solutions helps enterprises eliminate the need for agent training.
With AI-powered phone calls, businesses can begin using virtual agents from the first day, skipping lengthy ramp-up times and avoiding poor agent performance. - Cost Savings: Automation can reduce operational costs by up to 60%, eliminating inefficiencies in call handling.
- Improved Accuracy: The AI Phone Call reduces errors by 50%, ensuring consistent and accurate interactions.
- Enhanced Customer Satisfaction (CSAT): Customers benefit from real-time, personalized responses, leading to a 27% improvement in CSAT scores.
- Faster Debt Collection: Automated payment reminders and follow-ups improve the collection rate by 21%
- Consistent Customer Experience: The AI Phone Call delivers a uniform experience across all interactions, improving customer trust and satisfaction.
- Instant Lead Engagement: The AI Phone Call improves lead qualification speed and efficiency by responding immediately to lead inquiries. This, coupled with its 24/7 availability, ensures round-the-clock availability and provides support without interruptions during nights, weekends, and holidays.
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Reasons to Use Convin’s AI Phone Calls in Your Sales Process?
By adopting Convin’s AI Phone Call, businesses can,
- 100% automation of both inbound and outbound calls, increasing the efficiency of the contact center
- 90% reduction in manpower requirements, allowing teams to focus on high-value tasks.
- 50% reduction in errors and inaccuracies, ensuring consistent and reliable performance.
- 60% reduction in operational costs, cutting down inefficiencies.
- 60% increase in sales-qualified leads, improving sales outcomes.
- 27% boost in CSAT scores, enhancing customer satisfaction.
- 21% improvement in collection rates through automated reminders and follow-ups.
- 10x increase in conversions, driving significant growth for businesses.
Get Started with Convin’s AI Phone Call Solution
Want to see how Convin’s AI-powered Phone Calls can transform your business? Book a demo today and start automating your customer interactions for better results.
FAQ
1. What is a voice bot?
Voicebots are software powered by artificial intelligence (AI) that allow a caller to navigate an interactive voice response (IVR) system with their voice, generally using natural language.
2. Are Alexa and Siri examples of voice bots?
Yes, Alexa and Siri are some of the most popular voice bots today. However, Siri and Alexa are classified as voice assistants; enterprise contact centers use voicebots trained on large data sets and can reach thousands of potential customers instantly, all while personalizing each message.
3. Can we configure Convin's AI Phone Calls for regional languages?
Yes. Convin's voicebots are powered by our in-house language learning models trained in 35+ Asian languages. This versatility allows our customers to use the voice bot in different use-cases.
4. What are the benefits of Voicebot?
Convin's AI Phone Call solution offers several key benefits, including large-scale outbound calling and telemarketing, conducting surveys, handling inbound calls, informing customers about offers, and sending timely reminders.
