Four Founders : One Bold Call to Action

Convin AI’s founding team is packed with talent. Four brilliant minds from IIT Delhi came together to revolutionize customer interactions—Ashish Santhalia, Bharat Patidar, Atul Shree, and Durgesh Choudhary. 

Ashish Santhalia, as the CEO, leads the company’s overall vision and strategy. His expertise lies in driving product development and customer acquisition, and he has previously worked in B2B SaaS companies, where he recognized the untapped potential of client conversation data. His experiences triggered the idea for Convin—creating a platform that could capture and analyze conversations at scale to drive better decision-making. This led to the inception of Convin in 2020, with a mission to help sales professionals utilize conversation data more effectively. (Ashish Santhalia)

Bharat Patidar, the COO, is responsible for operational excellence and ensuring that Convin’s solutions align with the practical needs of sales and customer service teams. Before Convin he worked with Cognizant and Quantiphi. He plays a key role in implementing Convin’s AI-driven tools for improving agent productivity. (Bharat Patidar)

Atul Shree, the CTO, oversees the technological innovation at Convin. His role involves building and scaling the company’s conversation intelligence platform, which helps organizations analyze sales and customer service interactions. (Atul Shree)

Durgesh Choudary, as the CPO, focuses on product management and ensuring that Convin’s tools meet the evolving demands of their clients. His work is centered around creating a user-centric platform that provides actionable insights to drive business growth. (Durgesh Choudary)

Together, they launched Convin in 2021, based in Bangalore, to address inefficiencies in customer-agent interactions. Their vision was to empower teams to improve sales, support, and collections using AI-based tools that monitor, analyze, and enhance every customer interaction. 

Contact Center Software Market : A Hotline to Growth

The contact center software market is booming, and it’s all about cloud and AI! The market, valued at $42.47 billion in 2023, is expected to skyrocket to $149.58 billion by 2030, with a CAGR of 19.6%​. What’s driving this explosive growth? Two main factors: the adoption of cloud-based solutions and AI integration. (Fortune Business Insights)

Cloud solutions are a game-changer for contact centers. They offer scalability, flexibility, and cost savings, making them an attractive option for businesses of all sizes. AI is enhancing these systems with features like chatbots, natural language processing, and sentiment analysis. These tools not only streamline customer service but also improve agent productivity​ (Grand View Research)

The biggest growth is coming from sectors like BFSI (banking, financial services, insurance) and retail, where companies are focusing on enhancing customer experience through multi-channel support​. The IT & telecom industry also heavily relies on contact center software to manage customer interactions efficiently​.

Geographically, North America leads the market with a significant share, thanks to its advanced IT infrastructure. However, Asia-Pacific is projected to grow the fastest, driven by the region’s expanding base of small and medium enterprises (SMEs)​.

Mission: AI-Mpossible—Convin’s Vision for Smarter Conversations

Convin AI is on a mission to revolutionize the contact center industry by integrating AI into customer interactions. The company’s mission is centered on enhancing customer experience and boosting operational efficiency in contact centers through advanced conversation intelligence. Their tools help monitor, analyze, and optimize every interaction between agents and customers, making each call more insightful and productive​. (About Convin)

Their vision is to transform how businesses manage customer interactions, offering AI-driven solutions that tackle the biggest challenges in the contact center industry—like agent inefficiencies, low conversion rates, and subpar customer experiences. 

Problems They Solve:

1. Inefficient agent performance: Convin uses real-time AI insights to provide live coaching and feedback to agents, helping them improve on-the-go.
2. Missed sales opportunities: The platform’s conversation intelligence identifies key phrases and opportunities in sales calls that can help close more deals​.
3. Low customer satisfaction: With AI-powered tools like sentiment analysis and predictive analytics, Convin helps businesses understand and address customer pain points in real-time​.

Business Model

Convin operates on a SaaS model, offering subscription-based services to businesses of all sizes. Their platform is divided into three core product suites—Real-Time Suite, Post-Interaction Suite, and Convin Insights Suite—that address every stage of a customer interaction. They cater to various industries including BFSI, e-commerce, and telecom, helping companies automate quality assurance, agent training, and customer insights​.

Press 1 for Innovation: Convin’s Suite of Smarter Solutions

Convin offers a robust portfolio designed to enhance the performance of contact centers through AI-driven tools that streamline operations. Here’s a breakdown of their key products and solutions:

1. Conversation Intelligence and Speech Analytics

Convin’s conversation intelligence system is the heart of their platform. It records, transcribes, and analyzes interactions across multiple channels like calls, chats, and emails. This tool helps identify customer sentiment, agent performance gaps, and compliance violations. The AI can even detect issues such as customer dissatisfaction or compliance risks in real-time. (Conversation Intelligence)

2. Convin LLM (Large Language Model)

The Convin LLM is a game-changing AI model that processes customer interactions. It’s trained to handle over 35 languages, including 23 Indic languages, making it a perfect fit for diverse regions. This model allows real-time insights, predictive analytics, and context-aware responses that enhance customer experience through automation. (Convin LLM)

3. Real-Time Agent Assist

Convin provides live, AI-driven coaching during customer interactions. This real-time assist helps agents with contextual suggestions, improving both the customer experience and the agent’s performance. It offers guidance on how to handle objections, identify sales opportunities, and manage compliance issues during the call​.

4. Automated Quality Assurance (QA)

Convin’s omnichannel QA system audits 100% of customer conversations across calls, chats, and emails. The automated process uses AI to score conversations based on predefined parameters, ensuring consistent quality monitoring and reducing the workload on QA teams. This feature helps eliminate human bias and ensures compliance. (Automated QA)

5. AI-Driven Customer Insights

Convin’s AI Insights tool dives deep into customer behavior. It analyzes conversation data to provide detailed insights into customer preferences, satisfaction levels, and complaints. This feature allows businesses to tailor marketing strategies, product development, and customer service based on real-time data​.

6. Automated Coaching for Agents

This feature evaluates agent performance automatically, offering personalized coaching sessions based on detailed call analysis. It highlights areas of improvement and strengths, allowing agents to enhance their skills continuously​.

Taking the Call: Convin’s Award-Winning Market Moves

Convin AI has made a big splash in the contact center industry. In just a few years since its founding in 2021, Convin has grown rapidly, serving over 80 clients across diverse industries such as fintech, e-commerce, and healthcare. (Convin Clients) 

The company’s AI insights tools have revolutionized contact centers by offering real-time conversation monitoring, predictive analytics, and automated quality assurance, resulting in measurable business improvements.  The platform has helped businesses achieve a 25% increase in retention rates, a 27% boost in customer satisfaction (CSAT), and a 21% rise in sales. Additionally, its AI-backed systems have contributed to a 17% increase in collections and a 12% surge in repeat purchases​. (Convin Impact)

A key factor in Convin’s success is its robust compliance measures. The platform is GDPR-ready, CCPA compliant, HIPAA compliant, and holds SOC 2 Type II and ISO 27001 certifications, ensuring data security and regulatory compliance for businesses across various industries​.

Convin’s impact hasn’t gone unnoticed. The platform has secured several prestigious awards, including:

• G2 Leader Enterprise (Winter 2024)
• G2 Fast Implementation Enterprise (Winter 2024)
• G2 High Performer Asia (Winter 2024)
• G2 Best Meets Requirements Enterprise (Winter 2024)
• G2 Best Results (Winter 2024)​

Convin also collaborates with a broad range of companies across industries. They work with leading brands like Reliance Nippon, Titan, Thyrocare, and Puravankara, providing AI-powered tools that enhance customer support, sales, and collections. Beyond corporate partnerships, Convin is integrated into the tech ecosystem through collaborations with 9Unicorns and Sparrow Capital, helping to scale their AI solutions in industries such as healthtech, fintech, real estate, and edtech.

Raising the Bar : Convin’s Big Bucks and Bigger Growth

Convin AI’s funding journey has been nothing short of impressive. From humble beginnings in 2021, this AI-powered conversation intelligence platform has rapidly gained investor confidence. In August 2024, Convin raised $6.5 million in a Series A funding round, backed by big names like India Quotient, JSW Ventures, and Kalaari Capital. The round also saw participation from angel investors like Dhruvil Sanghvi and Sudarshan Ravi Jha. (Tracxn)

But this isn’t where the story began. Convin’s first significant funding came in April 2021 when they raised $340,000 in a seed round with a valuation of $2.2 million. This initial push came from investors like Titan Capital, Origami Next, and LogX. Notable angel investors included Kunal Shah, Ramakant Sharma, and Rajesh Razdan, among others​.

By March 2022, the company had garnered another $2.1 million in seed funding, boosting its valuation to $9.9 million. Key institutional backers like Kalaari Capital and BlueLotus joined the table, alongside corporate supporters like Plan B Innovations and Digital Sparrow​.

In terms of revenue, Convin is projecting substantial growth for 2024-25. The company expects a 200% increase in customer acquisition and aims to triple its revenue by the end of the next fiscal year. Convin has shown consistent growth. By the end of FY 2022-23, the company’s revenue hit $375.5K, a dramatic rise from $23.8K in FY 2021-22. This growth demonstrates the increasing adoption of Convin’s AI-driven solutions​. (Startup News)

Pick Up the Phone—It’s Time to Take Action

Convin AI is revolutionizing the contact center industry by leveraging AI-driven solutions that automate, analyze, and enhance customer interactions. Since its founding in 2021, this Bangalore-based startup has grown rapidly, using advanced conversation intelligence to boost sales, customer support, and collections​. Convin’s platform, powered by proprietary Large Language Models (LLMs), provides real-time agent assistance, automated quality assurance, and AI-powered coaching, making it a one-stop solution for optimizing contact center operations.

The company’s ability to analyze customer interactions across multiple channels—voice, chat, and email—helps businesses streamline workflows, improve customer satisfaction, and increase revenue. With its tools being adopted by major players like Reliance Nippon and Titan, Convin is quickly becoming a key player in the contact center technology space.

As the company looks to expand into new regions and enhance its AI capabilities, the future for Convin AI appears incredibly bright. By focusing on innovation and customer satisfaction, Convin is set to redefine the standards of conversation intelligence for contact centers globally.

Ready to take a leap with your own ideas? Let Convin AI’s story inspire you to start working on that innovative idea you’ve been holding back. For more inspiration, head over to Venture Kites and discover stories that might just spark your next big idea.​