“Innovation is born out of a necessity. This is how we move at ConvoZen.AI”. 

Businesses have evolved tremendously over the ages in terms of the technologies used, strategic approaches, and adoption of changing needs. These changing times led to great innovations, where ConvoZen.AI stepped in to play a pivotal role. 

ConvoZen.AI was born in-house at NoBroker. Having its own contact center of around 3500 agents, NoBroker faced the primary challenge of preventing brokers from entering the network—disrupting the connection between tenants and customers. There was a huge gap in monitoring the thousands of calls and chats, which led to a concern that needed more than just manual audits. 

The Primary Challenge

Contact centers swarm with thousands and thousands of calls every single day. With every business demanding its unique needs, contact centers often end up taking a toll on their call quality. 

Here are some of the problems that businesses face with their customer-facing teams:

  • Lack of visibility into conversations
  • Inability to secure customer insights
  • Limited call auditing
  • A gap in the unification of customer communication channels
  • High agent attrition
  • High time and effort in agent training
  • Lack of sales insights 
  • Limited visibility into compliance monitoring

A similar set of challenges was faced by Nobroker Technologies. Hence a solid solution was necessary in-house to ensure a smoother sales and support process. Little was known about the unknown use cases and benefits of what this solution was going to achieve. 

The Innovation: Why ConvoZen.AI?

ConvoZen.AI is a conversational intelligence platform built on the foundations of artificial intelligence and machine learning. This software listens, transcribes, and generates business-centric insights for customer-facing teams. Its capability to cover 100% of conversations enables the software to leave no stone unturned in fetching actionable outcomes while agents engage with their customers. 

With ConvoZen, businesses can ensure 360° customer journey visibility and take strategic steps for growth. 

Getting back to ConvoZen.AI’s advent, Nobroker Technologies was able to finally flag the brokers entering the network and was able to serve their customers with a brokerage-free experience. Moreover, it also opened doors to sales insights, support automation, servicing, relationship management, etc. 

This also led ConvoZen.AI to enter the market as its capabilities were not confined to one industry and the many use cases brought a major shift in the customer experience space.  

Salient Use Cases of ConvoZen.AI

With ConvoZen.AI, the possibilities are endless. Some of the primary capabilities of ConvoZen.AI include:

  • Sales Rejection Insights to analyze and pivot to better customer journeys
  • Omnichannel Feedback Analysis
  • Voice of Customer to drive strategic business outcomes 
  • Prospect Scoring to identify top prospects 
  • Relationship Management 
  • Compliance and fraud monitoring
  • Agent Performance Management to empower agents with confidence and drive retention
  • Multilingual capabilities to meet Bharat-scale and global diversity
  • Sentiment analysis to stay ahead of customer needs 
  • Best-in-class Multilingual Transcription
  • Automated Call Audits covering up to 100% of conversations
  • Conversational AI-powered virtual assistants for personalized and automated customer handling

Results

With the many innovations and use cases, ConvoZen.AI moved on to solve the complexities of customer-facing roles. The product can fetch hidden mines of information with its innovative AI and ML models. 

ConvonZen.AI stands at the forefront of this initiative to empower agents and business leaders with valuable insights to achieve an accelerated curve in their growth journey. 

Today, ConvoZen.AI serves more than 15+ companies across various domains like real-estate, insurtech, healthcare, edtech, travel and hospitality, lending, etc. 

Mission to Innovate and Empower

As ConvoZen.AI continues to grow, the team aims to become a go-to solution for mid to enterprise-level companies to scale their customer conversations with actionable insights. 

ConvoZen.AI is on a mission to empower businesses by creating a complete AI platform that helps businesses streamline customer interactions. 

It supports AI-driven workflows throughout the entire customer journey; from virtual assistants before contact, to helping agents monitor performance during interactions, and automating post-call tasks like audits, coaching, and automation workflows. This covers the entire customer experience using AI in contact centers.

As ConvoZen.AI prepares to scale its operations to empower more sectors and industries, it continues to harness its root of existence—necessity, and innovation, as its primary driving factors. 

Author: Nisha Mutneja, Director of Growth and Partnerships at ConvoZen.AI