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What is Convin.ai?
Convin.ai provides a comprehensive suite of AI-driven tools designed to enhance customer interactions within contact centers. It leverages conversation intelligence to automatically record, transcribe, and analyze conversations across various channels, including calls, chats, and emails. This analysis helps businesses uncover actionable insights, understand customer sentiment, and identify patterns impacting outcomes.
The platform offers solutions for real-time agent assistance, automated quality assurance, personalized agent coaching, and detailed voice of customer analysis. By utilizing its proprietary large language models (LLMs) and Generative AI, Convin.ai aims to boost agent productivity, ensure compliance, improve customer satisfaction (CSAT) scores, and increase overall business efficiency for sales, support, and collection teams.
Features
- AI Phone Calls: Enterprise-grade AI voice bots for personalized, multilingual customer engagement.
- Real-Time Agent Assist: Provides agents with real-time guidance, prompts, and knowledge base access during calls.
- Automated Quality Assurance: Automatically audits and scores 100% of customer conversations across channels, identifying performance gaps.
- Automated Agent Coaching: Delivers personalized, peer-to-peer coaching sessions based on performance data.
- Voice of Customer (Convin Insights): Collects and analyzes customer feedback and sentiment from interactions to uncover actionable insights.
- Conversation Behavior Analysis: Identifies winning patterns and behaviors in conversations that impact business outcomes.
- AI Learning Management System (LMS): Facilitates faster agent onboarding and skill improvement with flexible, AI-assisted training.
- Quality Management Software: A free tool for manual QA processes, including rule-based sampling and audit workflows.
- Convin LLM: Utilizes customized large language models specifically trained for call center environments.
- Mobile Application: Allows access to analytics, insights, and coaching features on the go.
Use Cases
- Increasing sales conversions.
- Improving Customer Satisfaction (CSAT) scores.
- Ensuring 100% compliance and reducing violations.
- Boosting debt collection rates.
- Increasing customer retention rates.
- Enhancing agent onboarding and training efficiency.
- Automating quality assurance processes.
- Providing real-time support to agents during calls.
- Analyzing customer feedback to improve services.
- Optimizing call scripts and agent performance.
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