Customer experience is of great importance in banking, financial services, and insurance (BFSI). Miscommunication, mis-selling, and regulatory non-compliance can severely impact a brand’s reputation.
Addressing these challenges head-on, Convin, a Bengaluru-based leading AI-powered conversation intelligence platform, has introduced two groundbreaking solutions: Real-time Agent Assist and Manager Assist.
These tools are set to redefine real-time customer interactions, enhance satisfaction, boost efficiency, maximize revenues, and ensure regulatory compliance.
The BFSI Sector’s Challenges
The BFSI sector faces significant hurdles in both sales and support operations. Common issues include:
- Miscommunication: Misunderstandings between agents and customers can lead to dissatisfaction and lost business.
- Mis-selling: Incorrect product recommendations can damage trust and result in regulatory penalties.
- Non-compliance: Failure to adhere to regulations can lead to hefty fines and tarnished reputations.
Convin’s Real-time Agent Assist and Manager Assist are designed to tackle these issues head-on, leveraging advanced Generative AI technology powered by Convin’s in-house Large Language Model (LLM).
Introducing Real-time Agent Assist
Real-time Agent Assist is a powerful tool that offers live support during customer interactions across calls, emails, and chats. It ensures consistent, exceptional experiences by providing agents with:
- Guided Scripts: Real-time prompts and suggestions to handle tough queries and objections.
- Actionable Suggestions: Contextual advice to improve interaction quality.
- Live Captions and Custom Prompts: On-screen guidance to enhance communication.
- Gen-AI-powered Knowledge Base (Ask AI): Instant access to information from LMS platforms, product databases, or other sources.
This solution ensures accuracy and compliance and reduces miscommunication, fostering customer and company trust.
Remarkable Results:
- 21% increase in sales
- 27% rise in CSAT (Customer Satisfaction Score)
- 17% enhancement in collection rates
- 56 seconds reduction in Average Handling Time (AHT)
- Significant reduction in compliance violations, negative sentiments, and operational costs
Empowering Managers with Real-time Manager Assist
Real-time Manager Assist offers managers a user-friendly dashboard to monitor agent performance and active calls in real-time.
Key features include:
- Live Call Monitoring and Sentiment Tracking: Assess customer satisfaction and identify issues as they happen.
- Quality Alerts: Instant notifications when quality standards are violated, allowing for prompt corrective action.
- Multi-language Conversation Intelligence: Seamless capture and analysis of conversation data, regardless of language.
- Integration Capabilities: Smooth integration with Cloud Telephony Systems, CRMs, Team Messaging Platforms, Video Conferencing tools, and other enterprise services.
This tool empowers managers to optimize team output, reduce escalations, and improve the overall brand reputation.
A Commitment to Innovation
Convin’s CEO, Ashish Santhalia, emphasizes the company’s dedication to revolutionizing customer experience in the BFSI sector. “Real-time Agent Assist and Manager Assist signify our commitment to revolutionize customer experience in the BFSI sector.
We understand the challenges quality assurance professionals and managers face in monitoring customer interactions and providing timely feedback. Convin’s new AI-powered solutions leverage conversation intelligence to optimize team performance to address this industry-wide issue.
Our solution equips agents with tools to boost productivity and improve customer experience. Tailored for enterprise contact centers, Convin streamlines operations, marking a significant step forward in redefining customer experience standards.”
The Vision for the Future
Convin is committed to driving innovation and transforming customer interactions and operational efficiency.
The company has set ambitious goals:
- Capture 25% market share within the next 18 months
- Empower 1 million call center agents with AI-powered tools
These goals reflect Convin’s vision of enabling agents to learn from their conversations and achieve greater success in closing deals.
Convin’s Manager Assist and Real-time Agent Assist are revolutionary for the BFSI industry. These innovative AI-powered solutions solve major problems by guaranteeing compliance, improving customer satisfaction, and increasing operational efficiency. With Convin’s ongoing innovation, customer interactions in BFSI appear to have a brighter future than before.
Thanks,
Convin