Three systems, one loop: audit, assist, improve

Client

Convin.ai

I designed the platform logic that moved Convin from reporting on agent performance to actively shaping it, across three connected products.

Scope of Work

Platform Design
System Architecture
Design Leadership

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01 - AUDIT

Rule Engine

No-code logic builder that replaced per-client Python.

50%

faster onboarding

70%

less engineering dependency

02 - ASSIST

Live Agent Assist

Real-time nudges during live calls, powered by the Rule Engine.

<1s

latency, down from 4-8s

~2x

faster agent reaction time

03 - IMPROVE

Coaching & LMS

Turns audited calls into structured agent growth.

40%

less coaching time

70%+

completion, up from <30%

Patterns detected in coaching feed new rules back into the engine.