Automate more conversations across voice, chat and email channels
Chatbots and voice bots only handle basic queries
Dialog flows trap you into menu-driven engagements
Risk demands consistency and compliance
Customers want to engage across multiple channels
While some informational requests can be answered by a chatbot, most queries require more.
Context matters, and so do rules.
Customers, suppliers and staff don’t always know what they want.
They often need help assessing their situation, analysing their needs or diagnosing the root cause of their problem.
As a result, you are forced to make trained staff available, at a high cost per conversation.
A CLEVVA Virtual Agent can automate your high volume, rule-bound conversations at the level of a human expert. They always stick to prescribed guardrails yet can adapt instantly to a change in context, intent, sentiment or data.
Consistent
Compliant
Hyper-Personalised
Improved call deflection and lowered resulting call volumes
Increased number of queries resolved first touch
Reduced total cost to sell and serve
Improved customer satisfaction and brand loyalty
Increased time for human agents to have meaningful conversations
Improved customer service consistency and compliance
Improved ability to respond to volume spikes
Improved query resolution insights and reporting
Increase In Sales Closure Rates
Reduced Operation Costs
First Contact Resolution
Policy Compliance
Top Affiliate Technology Alliance Partner (EMEA)
Showcased as one of six African innovations
Top AI Innovation in Contact Centre Industry (Africa Region)
IBM African Finalist
High-Impact Entrepeneurs
Top Innovation in Contact Centre Industry
What is CLEVVA?
CLEVVA specialises in conversation process automation. We build, deploy and manage Virtual Agents for medium to large sized Banks, Insurers, Telcos, Utilities and Retailers. Our Virtual Agents automate high volume, rule-bound sales, service and support conversations across voice, chat and email channels. This frees human agents to focus on the lower volume, higher value and often more time consuming conversations that are required to effectively build and save customer relationships.
To deliver this at scale, we leverage our own proprietary Conversational Process Automation platform. This platform is designed to work within your CX stack, integrating seamlessly with your preferred cognitive services, large language models (LLMs), reporting and process intelligence capabilities. We also assign a team of Gen AI, conversational process automation, system integration and data analytic specialists to work with you to ensure your Virtual Agent performs as required.
Thereafter you can choose for us to continue managing your Virtual Agent (Solution as a Service) or we can upskill an internal team and simply provide you with support (Software as a Service). The choice is yours
What work can a CLEVVA Virtual Agent do?
A CLEVVA Virtual Agent can handle the rule-bound conversations that customers, suppliers and staff have with your organisation. These include:
How do customers, suppliers and staff engage with a CLEVVA Virtual Agent?
Your Virtual Agent will be able to have conversations via your voice, website, app. chat (e.g. WhatsApp), and email channels. Your Virtual Agent can also be deployed to navigate your human agents through every conversation in context.
What is the process for onboarding a Virtual Agent?
We aim to make the process very easy for you. The first step involves us completing a financial business case with you, where we identify the conversations that a Virtual Agent can automate and confirm that we can automate these conversations at a lower cost than human agents. We then confirm a single conversation that will add most value and kick off a Proof of Capability. This showcases the true power of our Virtual Agent within your context.
Once you are satisfied that our Virtual Agent is capable of automating your known sales, service and support engagements across targeted channels, we then choose an area to begin and get your Virtual Agent to work (Proof of Performance).
Once you are happy with the level of performance you are getting from the Virtual Agent, we move across to an ongoing Proof of Value phase. Here the focus is on extracting greater value from your Virtual Agent investment by increasing the range of conversation automated, as well as the channels. We do this using either a dedicated CLEVVA team or a team within your organization whom we upskill and support.
