AI Call Monitoring Software
Software that automatically transcribes, scores, and monitors 100% of calls against configurable quality and compliance frameworks — replacing manual call listening (which covers 2–5% of interactions) with complete, objective automated review.
Every call is transcribed via ASR, analysed for quality parameters (script adherence, tone, resolution, required disclosures), scored against a configurable framework, and results delivered to agents and managers within 60 minutes — no manual listening required.
Manual QA covers 2-5% of interactions. The remaining 95-98% carry undetected quality issues and compliance risks. AI Call Monitoring Software covers every interaction automatically — providing the complete quality picture that manual QA cannot, at a fraction of the cost.
100% call coverage, objective scoring free of reviewer bias, compliance logs ready for IRDAI/RBI audit, automated coaching delivery from monitoring results, and trend analytics that surface systemic issues from patterns across thousands of calls. Speak to a Convin product specialist at convin.ai/demo.
Insurance (IRDAI compliance QA on every renewal and claims call), BFSI/NBFCs (RBI collections quality scoring and audit trail generation), EdTech (admissions counsellor QA for UGC/DPDP compliance), healthcare (patient communication quality monitoring), and e-commerce (high-volume support QA for FCR and tone compliance).
Traditional QA reviews 2-5% of calls, takes 24-72 hours to produce results, and relies on reviewer consistency. AI Call Monitoring Software scores 100% of interactions automatically, delivers results within 60 minutes, and applies the same standards consistently to every call — without reviewer availability constraints.
ASR for 100% voice transcription, NLP for quality signal and compliance deviation detection, ML-based QA scoring models trained on contact centre interaction data, automated deviation flagging with timestamp and agent ID, post-call coaching recommendation generation, and tamper-proof audit log creation.
Yes. QA at 100% coverage — rather than 2-5% sampling — ensures that quality improvements identified through scoring actually propagate to all agent interactions. Convin QA customers report 17% CSAT improvement and 21% FCR improvement as consistent quality management drives better agent behaviour across the team.
Yes. 80% reduction in manual QA effort is the primary cost reduction. Higher-quality QA data drives faster coaching improvement, which produces 28% AHT reduction and 21% FCR improvement — eliminating the repeat-contact and handling cost of unresolved interactions.
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.