Convin launches assisted selling platform that improves booking rates for hospitality firms

 

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Bengaluru, August 3 rd, 2022: Bengaluru-based Convin.ai, a leading AI-driven platform that reimagines virtual assisted
selling for businesses, today announced that it has 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, but they can also 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
behavior 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 behavior 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 is set for any custom topic and negative sentiment during the call.
Speaking on the platform, Bharat Patidar, Co-founder & COO, Convin, said, “Hospitality is a customer experience
driven industry, where customers demand high quality and instant services. Any negative experiences not only leave
a bad impression but also negative word of mouth which impacts significantly. We help leaders understand how their
interactions affect the end-users (customers), how they can improve to beat the competition, increase bookings & gain
positive word of mouth.”
As people booking trips and vacations surge with travel opening up, there is immense competition between
hospitality players to improve their bookings to quickly recover from the lockdown losses. It means that agents in the
industry are loaded with calls. Dealing with customers to sell them packages or perhaps resolving issues at hand with
a fast-tracked, scalable call monitoring system and training programs for understanding the changing buying trends
are really the need of the hour. Archaic manual agent training techniques like call shadowing are time-consuming,
end up costing players, and lastly, difficult to implement with the hybrid working model. Convin solution tackles all
these challenges and disrupts the archaic call center operations with its agent assist platform that records,
transcribes, analyzes, and stores the contact center calls, automating agents’ training, call monitoring, and reporting.

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