Bengaluru-based Convin.ai, a leading AI-driven platform that reimagines virtual assisted selling for businesses, announced that it had launched an AI-powered agent assist platform that automates agents’ training by accessing agents’ call skills and suggesting them with call recording from its library. Using the new platform, not only can new agents be ramped up one-third of the time, they can uncover winning trends, which leads to 25-30% improved bookings and a 30% increase in CSAT.
Convin’s agent assist platform for automating agent training and improving closure rate is supported by two pillars – 1. Automated quality management, and 2. Call behaviour analysis. Automated quality management analysis scores the call based on the contact center’s responses, interruptions, and custom call parameters, which helps the agents uncover their skill gaps. Then the platform suggests call recordings for training. And Call behaviour analysis enabled by sentiment analysis helps uncover the outcomes of the deals(wins and losses). Convin’s AI-powered platform also has a proactive and a red alert mechanism, which are set for any custom topic and negative sentiment during the call.