AI Call Evaluation

Automated evaluation of individual call quality — scoring each call against configurable parameters (script adherence, required disclosures, tone, resolution quality, first-call resolution) and delivering results to agents and managers within 60 minutes.

Convin integrates with existing telephony via API, captures 100% of call audio, transcribes it in real time, and applies ML-based QA scoring models against configurable quality frameworks. QA scores, deviation flags, and post-call coaching recommendations are delivered to dashboards within 60 minutes of call completion — no manual call listening required.

Individual call evaluation by human reviewers is slow, subjective, and limited to a sample. AI call evaluation covers every call with consistent, objective scoring — enabling meaningful agent feedback on every interaction.

Per-call scores on every parameter, objective assessment free of reviewer variation, coaching input generated automatically from evaluation results, and evaluation history enabling trend analysis per agent over time. Speak to a Convin product specialist at convin.ai/demo.

Insurance (IRDAI compliance QA on every renewal and claims call), BFSI/NBFCs (RBI collections quality scoring and audit trail generation), EdTech (admissions counsellor QA for UGC/DPDP compliance), healthcare (patient communication quality monitoring), and e-commerce (high-volume support QA for FCR and tone compliance).

Traditional QA reviews 2-5% of calls, takes 24-72 hours to produce results, and relies on reviewer consistency. AI Call Evaluation scores 100% of interactions automatically, delivers results within 60 minutes, and applies the same standards consistently to every call — without reviewer availability constraints.

ASR for 100% voice transcription, NLP for quality signal and compliance deviation detection, ML-based QA scoring models trained on contact centre interaction data, automated deviation flagging with timestamp and agent ID, post-call coaching recommendation generation, and tamper-proof audit log creation.

Yes. QA at 100% coverage — rather than 2-5% sampling — ensures that quality improvements identified through scoring actually propagate to all agent interactions. Convin QA customers report 17% CSAT improvement and 21% FCR improvement as consistent quality management drives better agent behaviour across the team.

Yes. 80% reduction in manual QA effort is the primary cost reduction. Higher-quality QA data drives faster coaching improvement, which produces 28% AHT reduction and 21% FCR improvement — eliminating the repeat-contact and handling cost of unresolved interactions.

Via API integration with existing telephony (Genesys, Avaya, Cisco, AWS Connect) and CRM (Salesforce, HubSpot, Zoho) — 2-3 week deployment timeline managed by Convin's customer success team. No rip-and-replace of existing infrastructure required. QA scorecards, compliance rules, and coaching frameworks are configured during onboarding. Speak to a Convin product specialist at convin.ai/demo.