May Experiences: Seamless Upgrades

Advanced Coaching, Sharper Calls, and a Stronger Team Culture

Welcome back to the Convin’s May edition—your front-row seat to what’s new in intelligent conversations. 

This month, we’re simplifying coaching, enhancing real-time visibility, and spotlighting how AI is redefining customer experience in insurance.

Product Releases:

1. GPT Sentiment Analysis—Live Assist

We’ve taken GPT-powered sentiment detection live!

Analyzing customer sentiment, which was once available only after a call, is now available live during the call in our Live Assist module. Instead of relying on strict keyword triggers that can miss the real meaning, our new GPT-based system understands the customer’s tone and emotions in context as the conversation happens.

You gain real-time insights into the customer's feelings, which helps you respond better and improve the overall call experience.

Visual sentiment markers plotted across the call timeline let supervisors instantly jump to key emotional moments—complete with synchronized transcript and audio.

2. Live Call Streaming

Supervisors can now stream live audio from the Live Call Details page.
No need for third-party tools or laggy setups—just seamless, real-time monitoring for immediate coaching and quicker resolutions.

3. Clarity in Audit Scores

Previously, when no audit was performed on a call, the system would display an audit score of “0/0.” This often led to confusion—did the call score zero, or was it not audited?

To avoid this ambiguity, we’ve updated the display. If no audit has been done, it will clearly say “No Score.” This small but essential change helps users quickly understand the status of audits without second-guessing, making call review and quality checks more transparent and efficient.

4. Coaching Revamp – Phase 1 (Live on product.convin.ai)

We’ve redesigned coaching from the ground up to make it more personalized, scalable, and impactful.

What’s new:

• Introduces a structured, personalized 3-step AI coaching flow using agent and peer examples.
  
  
• Adds a settings page to customize coaching and automates clip assignment, reducing manual effort.
  
  
• Simplifies manual coaching with an improved UI and includes validation to track learning impact.
  
  
• Enhances agent engagement and motivation through better coaching relevance and structure.

This is just phase one—more coming soon.

5. Agent Assist—Now a Widget

The standalone Agent Assist app had limitations, such as a fixed size and disappearing when switching tabs.

It’s now a widget that stays visible across tabs, can be resized, and plays nicely with CRMs and other tools, making it much smoother for agents.

6. GPT Battlecards: More context, better results

Battlecards used to be built on keywords, which didn’t always capture the full picture.

Now, you can use custom GPT prompts to build smarter, more contextual battlecards that help during tough calls.

7. Rule Engine UI Updates

We’ve made configuring rules easier with:

• Clearer headers and parameters
  
  
• Streamlined dropdowns for time-based triggers
  
  
• Smarter moment selectors

Small changes = smoother workflows.

8. Easier App Downloads

Users can download the latest app build directly from their profile page—no more hunting down installation files.

Podcast Spotlight: AI in Insurance CX

"No bad days. No bias. Just credibility, consistency, and care."

In the latest Convin Conversations, we chat with a leader from Aditya Birla Capital about how AI transforms insurance CX—from eliminating inconsistency to scaling empathy across thousands of calls.

Watch on YouTube: https://lnkd.in/g-eE8MNU
Also on Spotify & Apple Podcasts

If you're in fintech, insurance, or simply exploring AI for CX, this episode is a must.

Remote Team Vibes

We recently hosted a fun remote engagement session with riddles, quirky team polls, and laughter. From unexpected pet cameos to “Can you see my screen?” on repeat—we saw it all!

Thanks to our HR team for keeping the spirit high and the laughs rolling.

Want to see these updates in action or talk strategy? Let’s chat.

Until next month, keep building smarter conversations.

#AI #CX #ConversationIntelligence #ContactCenter #SalesEnablement #Convin #ProductUpdate #Coaching #AgentAssist #Podcast