Conversational AI for Contact Centers

A purpose-built AI suite for contact centres that automates QA, delivers real-time agent coaching, runs voicebot campaigns, and surfaces performance analytics — replacing manual processes that cover less than 5% of interactions. Convin customers report 28% AHT reduction and 94% QA automation within 90 days.

Convin integrates with existing contact centre telephony and CRM via API, captures 100% of interactions in real time, applies NLP and ML models to generate QA scores, coaching recommendations, and compliance flags — and delivers results to agent and manager interfaces within 60 minutes of interaction completion.

Contact centres face the coverage problem: too many interactions to review, too much variance in agent quality, and feedback loops that are too slow. AI solves all three — covering 100% of interactions and delivering coaching within 60 minutes of call completion.

28% AHT reduction, 94% QA automation within 90 days, 80% reduction in manual QA effort, 17% CSAT improvement, 21% FCR improvement, real-time compliance monitoring, and automated post-call workflows — all from a single platform deployment. Speak to a Convin product specialist at convin.ai/demo.

Insurance (IRDAI-regulated contact centres), BFSI/NBFCs (RBI-regulated collections and servicing teams), EdTech (admissions and enrollment contact centres), healthcare (patient-facing contact centres), e-commerce (high-volume support operations), and telecom (retention and account management teams) — any high-volume, compliance-sensitive contact centre environment.

Traditional contact centre platforms sample 2–5% of calls, rely on human reviewers, and generate weekly reports. Convin covers every interaction, delivers results in under 60 minutes, and scales to thousands of concurrent calls without additional headcount.

ASR for 100% voice transcription, NLP for intent, sentiment, and compliance signal detection, ML-based QA scoring, real-time coaching trigger engine, voicebot NLU for automated interaction handling, workflow automation for post-call actions, and BI analytics — integrated via standard API connectors with major telephony and CRM platforms.

Yes. Convin customers report 17% CSAT improvement and 21% FCR improvement. The mechanism: AI-powered quality monitoring and real-time coaching ensures every agent delivers consistent, high-quality service on every interaction — not just the sampled ones.

Yes. Convin customers report 80% reduction in manual QA effort, 28% AHT reduction, 21% FCR improvement eliminating repeat-contact costs, and automated compliance documentation eliminating manual audit preparation. Most customers achieve positive ROI within 90 days of deployment.

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.