Real-Time Assist Built So Agents Don’t Need a Supervisor on Every Call
Convin’s Real-Time Assist Agent listens to calls as they happen and shows agents prompts, answers, and checklists right on their screen. Supervisor Assist adds live visibility and alerts only when a call truly needs help, so support doesn’t bottleneck at supervisors.
Achieve Contact Center Excellence
27
%
Increase in CSAT score
17
%
Increase in Collection Rate
21
%
Increase in sales
27%
Increase in CSAT score
17%
Increase in Collection Rate
21%
Increase in sales
Two Live Layers Working Together
Real-Time Assist Agent
Boost conversions and resolutions with instant prompts, answers, and checklists on live calls-so agents can handle complex conversations without pausing, parking, or waiting for help.
Real Time Supervisor Assist
Reduce escalations and violations with a live view of active calls, sentiment, and alerts-so supervisors jump into the right calls, not every call.
What Changes When Live Calls Stop Depending on Supervisor Bandwidth
Boost Business Outcomes
Higher CSAT, revenue, and collections.
Live guidance turns better conversations into measurable lifts.
Improve FCR and reduce AHT with accurate, on-screen answers.
Speed up sales cycles with guided discovery and closing prompts.
Capture upsell and cross-sell cues while the customer is still on the call.
Lift collection rates with empathy + compliance baked into talk tracks.
Real-time monitoring and guidance
Fewer holds, fewer callbacks.
Agents get what they need on-screen, not after chasing a supervisor.
Automate script and disclosure checklists so key lines aren’t missed.
Serve targeted prompts for tricky questions, objections, and edge cases.
Use AI-assisted KB and Ask AI to surface the right information instantly.
Let agents stay with the customer instead of switching tools and tabs.
Real-Time Behavioral Coaching
New agents ramp faster; experienced agents keep improving.
Coaching shifts from “after the fact” to every call.
Use checklists, battle cards, and KB on live calls to promote self-coaching.
Give in-the-moment nudges on tone, clarity, and next best step.
Reinforce good behaviors and correct risky ones in the context of real calls.
Help day-one agents sound closer to seasoned agents, much sooner.
Live Supervisor Assistance
Supervisors support more agents with fewer escalations.
Supervisors watch patterns-not every single call.
See active calls, sentiment, and violations in a live dashboard.
Get alerts when risk or frustration spikes, not after the call is over.
Use whisper or barge-in to support agents only on critical calls.
Manage large or remote teams without being present for every interaction.
Without vs With Real-Time Assist Agent
Agent Confidence
Holds, callbacks, constant “Let me check…”
Supervisor Load
Shadowing calls and firefighting escalations
Handle Time & Callbacks
Long calls and repeat contacts
Escalations & Risk
Issues found later in audits
Same people and scripts-less dependency, more control.
Agent Confidence
Prompts and answers on-screen while the call is live
Supervisor Load
Acting on alerts and patterns-not every conversation
Handle Time & Callbacks
Shorter calls and fewer follow-ups
Escalations & Risk
Violations and sentiment flagged while the call is live
Same people and scripts-less dependency, more control.
What Shows Up on The Agent’s Screen
01
Knowledge Base
AI-assisted KB offers instant answers through simple phrase or keyword searches, cutting search time and improving FCR.
02
Ask AI
Gen AI–powered Ask AI acts as a dynamic knowledge layer pulling from LMS, product docs, and other sources.
03
Script Guidance
Visual checklists keep essential script points, disclosures, and mandatory lines in front of agents on every call.
04
Suggestions
Live suggestions highlight script gaps, potential violations, and speech adjustments so agents handle queries better.
05
Battle cards
Step-by-step flows, hints, and options help agents handle complex scenarios; topics can be refined from past calls.
06
Live Captions
Real-time captions reduce accent and language barriers, letting agents re-read what the customer just said.
07
Supervisor Dashboard
A live dashboard shows active calls, sentiment, and violation alerts so supervisors can step in exactly when needed.
Agents Become Independent. Supervisors Become Strategic.
For Agents
Real-time prompts, answers, and checklists reduce fear of complex conversations and turn every call into a self-coaching moment.
For Supervisors
Prevent escalations and violations with live alerts and dashboards. Support and onboard more agents without shadowing every call.
For Managers
See AHT, FCR, CSAT, and collections improve as live behaviors change—without scaling supervisor headcount.
For Leaders
Deliver more consistent customer experiences and lower churn, with direct line-of-sight to revenue and retention impact.
After the Call, the Follow-Through Is Automated
Automated Quality Assurance
Evaluate 100% of conversations to remove compliance blind spots and surface coaching needs.
Voice of Customer
Turn real conversations into themes and sentiment for product, CX, and operations decisions.
Automated Agent Coaching
Convert performance gaps into personalized coaching plans without hand-building each one.
Learning Management System
Tie training modules to real calls and agent performance so learning tracks match live reality.
One Loop That Makes Every Next Call Better
Most real-time assist tools stop at “the call went fine.” Convin connects the Real-Time Assist Agent with Auto QA, coaching, and the LMS so that every call improves the next one.
Where Real-Time Assist Agent Adds the Most Value
Use Cases
Real-Time Assist Agent for Sales
Reduce sales cycle time by replicating winning behaviors and handling objections on the live call.
Real-Time Assist Agent for Support
Empower agents to resolve customer queries without long holds, transfers, or searching for a supervisor.
Real-Time Assist Agent for Collections
Help agents respond better to customer reactions and collect more payments with the right mix of empathy and compliance.
Real-Time Assist Agent for Compliance
Monitor calls in real time for misleading or risky information and reduce violations before they escalate.
Solutions
Healthcare
Accurate, empathetic answers on every patient call.
BPO
Consistent conversations across queues, shifts, and teams.
EdTech
Clear, confident counselling on every enquiry.
Home Services
Right steps and answers on the first call.
Banking & Finance
Precise, compliant financial conversations—live.
Insurance
Policy conversations that stay clear and compliant.
Real Estate
Confident, on-track property conversations every time.
Retail
Faster, sharper product and policy answers.
Trusted. Rated. Celebrated.
4.7/5
19th
Best Software Company in India
6th
LinkedIn Top Startup 2025
Trusted by B2C Leaders Who Get It.
“With Convin, we expanded from manually auditing just 2% of calls to 100% coverage through AI-powered audits. This insight reduced social media escalations by 50% within a year.”
Preeti Singh
Quality Assurance Lead
Preeti Singh
Quality Assurance Lead
Read Casestudy
INDUSTRY
Consumer Electronics
CONTACT CENTER SIZE
350+
FOUNDED
2011
"Convin.ai helped us scale our call audit coverage from 1.5% to nearly 30%, enabling real-time feedback and better agent performance. Their AI-powered LMS was a game-changer—automatically creating personalized training from call data. The team has been a true partner, constantly sharing valuable insights and helping us improve key metrics like AHT and CSAT."
Preeti Singh
Quality Assurance Lead
Mohit Sidhwani
Head of Customer Experience
Before Convin, we lacked visibility into why leads were being closed incorrectly, which made it difficult to identify missed business opportunities and impacted both conversions and forecasting accuracy. With Convin’s AI-driven insights, we can now spot genuine buying intent, recover lost leads, and take timely action. This has significantly improved our sales efficiency and reduced revenue leakage. A major advantage has been the alignment it’s created across sales, quality, and business teams- everyone now works with the same reliable data.
Hardik Singh
Functional Head– Quality & Training, Physics Wallah
Before Convin, our quality reviews were entirely manual and limited to a small sample of calls, making it hard to identify patterns or spot missed sales opportunities. With Convin, we can now analyze every call automatically and gain complete visibility into how agents handle leads. The platform helps us flag missed opportunities, provide targeted feedback, and ensure consistent, objective QA scoring. Our reviews are now faster, more accurate, and far more insightful.
Berkha & Devayani
AM- Quality Assurance, Physics Wallah
Before Convin, it was difficult to link quality insights with training outcomes, making it hard to measure how coaching impacted performance and slowing down new agent ramp-up. With Convin, we can now quickly identify skill gaps that affect conversions and deliver targeted, effective coaching. Training has become more focused, and we’re excited to explore Convin’s LMS capabilities to integrate quality and learning on a single platform. The results have been tangible in both agent performance and efficiency. The Convin team has been highly responsive, open to feedback, and proactive in tailoring the platform to our needs.
Ravi Sachan
Senior Manager– Quality & Training, Physics Wallah
“With Convin, we expanded from manually auditing just 2% of calls to 100% coverage through AI-powered audits. This insight reduced social media escalations by 50% within a year.”
Preeti Singh
Quality Assurance Lead
Preeti Singh
Quality Assurance Lead
Read Casestudy
INDUSTRY
Consumer Electronics
CONTACT CENTER SIZE
350+
FOUNDED
2011
"Convin.ai helped us scale our call audit coverage from 1.5% to nearly 30%, enabling real-time feedback and better agent performance. Their AI-powered LMS was a game-changer—automatically creating personalized training from call data. The team has been a true partner, constantly sharing valuable insights and helping us improve key metrics like AHT and CSAT."
Mohit Sidhwani
Head of Customer Experience
Transform Customer Conversations with Convin’s AI Agent Platform
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