Real-time Agent & Manager Assist for

May thirtieth, 2024: Convin, Bengaluru-based, main AI-powered dialog intelligence platform, just lately launched two new buyer centric options: Real-time Agent Assist and Manager Assist. Designed for the dynamic setting of BFSI, these instruments goal to redefine real-time buyer interactions, enhance satisfaction, improve effectivity, maximize revenues, and guarantee regulatory compliance.

The BFSI sector faces important challenges in each gross sales and assist operations. Issues like miscommunication, mis-selling, and non-compliance with rules can actually influence a model’s popularity. Convin’s Real-time Agent Assist and Manager Assist tackle these points with superior Generative AI know-how powered by Convin’s in-house Large Language Model (LLM). Agent Assist provides reside assist throughout interactions throughout calls, emails, and chats, guaranteeing constant, distinctive experiences. Manager Assist allows managers to watch interactions in real-time, optimizing workforce output, decreasing escalations, and bettering model popularity.

“Real-time Agent Assist and Manager Assist signify our dedication to revolutionize buyer expertise within the BFSI sector,” states Convin CEO Ashish Santhalia. “We perceive the challenges confronted by high quality assurance professionals and managers in monitoring buyer interactions and offering well timed suggestions. Convin’s new AI-powered options leverage dialog intelligence to optimize workforce efficiency to deal with this industry-wide challenge. Our answer equips brokers with instruments to spice up productiveness and enhance buyer expertise. Tailored for enterprise contact facilities, Convin streamlines operations, marking a major step ahead in redefining buyer expertise requirements.”

Real-time Agent Assist

Convin’s Agent Assist successfully addresses challenges akin to miscommunication and mis-selling, guaranteeing compliance and upholding the model’s popularity for high quality and consistency. When brokers face robust buyer queries or encounter complicated objections, this software empowers brokers with guided scripts, actionable options, reside captions, and customized prompts on their screens, offering well timed steering and enhancing the general interplay.

The Gen-AI-powered Knowledge Base (Ask AI) assists new & outdated brokers with on the spot entry to info from any supply, akin to an LMS platform(inbuilt), product info, or knowledge saved elsewhere, enabling them to reply promptly and successfully in real-time. By seamlessly incorporating these options, Convin’s Agent Assist ensures accuracy, compliance, and diminished miscommunication and lets brokers adapt to conditions and conversations, fostering belief between prospects and the corporate.

Real-time Agent Assist has already demonstrated outstanding enhancements throughout key metrics, together with a 21% enhance in gross sales, a 27% rise in CSAT, and a notable 17% enhancement in assortment charges. Additionally, the software has considerably diminished the typical dealing with time (AHT) by 56 seconds whereas decreasing compliance violations, detrimental sentiments, and operational prices.

Real-time Manager Assist

Convin’s Real-time Manager Assist provides managers a user-friendly dashboard to watch agent efficiency and lively calls in real-time. Managers acquire insights into ongoing conversations, together with reside name monitoring and sentiment monitoring, to evaluate buyer satisfaction. It additionally alerts managers when high quality requirements are violated, permitting them to behave promptly.

With multi-language dialog intelligence capabilities, Convin ensures the seamless seize and evaluation of dialog knowledge, regardless of the language employed. The answer seamlessly integrates with Cloud Telephony Systems, CRMs, Team Messaging Platforms, Video Conferencing instruments, and different enterprise providers to make sure a unified knowledge change.

Convin is dedicated to driving innovation and reworking the panorama of buyer interactions and operational effectivity. With a transparent imaginative and prescient in thoughts, the model goals to seize a 25% market share inside the subsequent 18 months, setting the stage for unprecedented development and {industry} management. The imaginative and prescient is to empower 1 million name middle brokers with the transformative energy of AI, enabling them to study from their conversations and obtain larger success in closing offers.