Call center ai · Production

Convin adds AI voice calling to contact center platform with ElevenLabs, driving 27% CSAT increase

The problem

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.

First attempt

Traditional voice agents produced robotic, emotionally flat conversations that failed to engage customers.

Workflow diagram · grounded in source
1
Customer initiates AI phone call
trigger
“a complete contact center software platform offering agent training, ticketing, insights, and real-time agent assist — and now AI calling via ElevenLabs”
2
ElevenLabs TTS generates natural voice
ai_action
“With ElevenLabs' text to speech, Convin's voice agents now deliver smooth, expressive conversations that keep customers engaged”
3
Natural conversation delivered to caller
output
“Callers were pleasantly surprised by the natural, engaging quality of the voice agent — not because they were misled, but because the experience felt smooth, responsive, and natural”
Reported 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.

Reported metrics
CSAT increase27%
Reported stack
ElevenLabstext to speech
Source
https://elevenlabs.io/blog/convin
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

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 tools did this team use?

ElevenLabs, text to speech.

What results were reported?

CSAT increase: 27% (source-reported, not independently verified).

What failed first in this deployment?

Traditional voice agents produced robotic, emotionally flat conversations that failed to engage customers.

How is this call center ai AI workflow structured?

Customer initiates AI phone call → ElevenLabs TTS generates natural voice → Natural conversation delivered to caller.

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