Case Study: Convin boosts CSAT with natural AI voice calling from ElevenLabs

Convin adds AI voice calling to its contact center platform

Convin, a contact center software platform, sought to overcome the challenge of making AI-powered phone conversations feel natural, as traditional voice agents often sounded robotic and lacked emotional nuance. To enhance customer engagement, they turned to the text to speech technology from vendor ElevenLabs.

By integrating ElevenLabs' natural-sounding AI voices via a flexible API, Convin transformed its automated calls into smooth and expressive interactions. The solution was seamlessly deployed and resulted in callers being pleasantly surprised by the human-like quality of the voice agents. This led to a measurable 27% increase in CSAT (Customer Satisfaction) scores, demonstrating the significant impact of ElevenLabs' technology.

Convin

Vaibhav Gupta

Founder