call_center_ai · saas · workflow
Convin adds AI voice calling to contact center platform with ElevenLabs, driving 27% CSAT increase
Traditional voice agents sounded robotic, lacked emotional nuance, and struggled to keep customers engaged, creating the challenge of making AI-powered phone conversations feel natural.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer initiates AI phone call
A customer initiates a phone call handled by Convin's AI voice agent via ElevenLabs.
Tools used
ElevenLabstext to speech
Outcome
Convin's AI voice agents powered by ElevenLabs drove a 27% increase in CSAT, with callers often unaware they were speaking to a bot due to the natural, engaging voice quality.
What failed first
Traditional voice agents produced robotic, emotionally flat conversations that failed to engage customers.
Results
Volume27%
Grounding & classification
Source type: vendor customer story
15 fields verified against source quotes.
conversational aivoice aimetric backednamed customerproduction runtime claimedtools describedworkflow describedsoftwarecustomer satisfactionvendor customer storycall center aicustomer supportvoice call handling