AI Customer Support Automation
Automation of support operations — voicebot and chat automation for routine queries, automated QA scoring of agent interactions, post-call summary and compliance log generation, and coaching delivery — reducing manual workload at every stage of the support process.
Convin integrates with existing contact centre telephony and CRM via API, captures 100% of interactions in real time, applies NLP and ML models to generate QA scores, coaching recommendations, and compliance flags — and delivers results to agent and manager interfaces within 60 minutes of interaction completion.
Support teams waste time on repetitive queries, manual QA, and post-call admin. AI Support Automation removes all three: voicebot handles routine volume, AI scores every interaction, and workflows automate post-call tasks.
Reduced inbound agent load via voicebot, 80% less manual QA effort, automated post-call admin, real-time agent coaching, and 28% AHT reduction. Speak to a Convin product specialist at convin.ai/demo.
Insurance (IRDAI-regulated contact centres), BFSI/NBFCs (RBI-regulated collections and servicing teams), EdTech (admissions and enrollment contact centres), healthcare (patient-facing contact centres), e-commerce (high-volume support operations), and telecom (retention and account management teams) — any high-volume, compliance-sensitive contact centre environment.
Traditional support automation covers FAQ routing and ticket creation. AI Support Automation also handles conversation quality, compliance logging, and coaching — covering the full support workflow end to end.
ASR for 100% voice transcription, NLP for intent, sentiment, and compliance signal detection, ML-based QA scoring, real-time coaching trigger engine, voicebot NLU for automated interaction handling, workflow automation for post-call actions, and BI analytics — integrated via standard API connectors with major telephony and CRM platforms.
Yes. Convin customers report 17% CSAT improvement and 21% FCR improvement. The mechanism: AI-powered quality monitoring and real-time coaching ensures every agent delivers consistent, high-quality service on every interaction — not just the sampled ones.
Yes. Convin customers report 80% reduction in manual QA effort, 28% AHT reduction, 21% FCR improvement eliminating repeat-contact costs, and automated compliance documentation eliminating manual audit preparation. Most customers achieve positive ROI within 90 days of deployment.
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.