Its hard to have trained live agents always available, 24/7
Conversational journeys vary depending on context
Changing rules make compliance difficult
Volume spikes make capacity planning challenging
While some conversations can be handled by a chatbot, most are too complex.
Context matters, and so do rules.
Customers, suppliers and staff don’t always know what they want.
They 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 Virtual Agent can automate your process-heavy, context-rich conversations at the level of a human expert. This frees your live agents to focus on the conversations where they can really make an impact.
Right Questions
Right Answers
Right ActionsConversational and Generative AI powered Digital Assistants (chatbots) are specialists at providing specific informational answers and triggering specific system actions. Vital when speed to answer really matters.
“What phone has the best camera?”
“Can I use my personal loan to pay off my car?”
Conversational Process Automation powered Virtual Agents are specialists at resolving operational requests, queries and disputes. Vital when contextual advice, consistency, compliance and accuracy matters.
“What loan is right for me?”
“Why is my bill so high?”
Human Agents are specialists at handling the lower volume/higher value relationship building and saving conversations. Vital when emotions are involved and ‘making a connection’ matters.
“I have had enough. I want to cancel my contract?”
“I am not sure. Will need to think about it”
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
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 is a company that builds, deploys and manages Virtual Agents for medium to large sized Banks, Insurers, Telcos, Utilities and Retailers. Our Virtual Agents handle the structured, personalised conversations required to automate customer query resolution, dispute handling, retentions, collections and lead qualification. They can also handle supplier and staff conversations related to onboarding, query resolution and dispute handling.
CLEVVA Virtual Agents are designed to work within an existing CX/Intelligent Automation stack. So if you have an existing chatbot and live chat capability, our Virtual Agents will join the team and take over the operational conversations. This allows the chatbot to stick to informational engagements, and ensures live agents can target the engagements where human contact is being sought.
To ensure our clients get the value they expect from their Virtual Agent, we offer a complete Virtual Agent -As-A-Service. This means we not only bring the best technology, but we ensure our technology delivers a Virtual Agent that performs at the required levels.
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?
We have designed the Virtual Agent to work through your existing chat interfaces, so the customer won’t know that a Virtual Agent has stepped in to field their operational request, query or dispute. This means if you have a chatbot and live chat capability working through your website, app. voice and WhatsApp, our Virtual Agent will do the same. As soon as an operational intent is identified, the conversation flow simply gets handed over to our Virtual Agent.
For conversations where there is not chat interface, we offer an out-of-the-box interface for you to use.
So in summary, a Virtual Agent ‘talks’ to your customer via existing interfaces and through our own interface when none exists.
What is the process for onboarding a Virtual Agent?
We aim to make the process very easy for you. The first step involves a detailed Discovery session where we learn more about the conversations you would like to automate – those that require highly skilled and costly staff to handle and/or are of high volume across channels (hard to make a human expert available 24/7 to handle them). The focus of this phase is to work out if there is a strong financial business case for using a Virtual Agent to automate these conversations for you or if your existing Digital Assistant and Live Agent team can do it more cost effectively.
Once we agree that a Virtual Agent makes financial sense, we then look to train and certify your Virtual Agent in the targeted conversation(s). This takes a few weeks, and ensures the business case get proven.
Once you are happy with your Virtual Agent and the conversations it is having with your customers/suppliers/staff, we then look to expand the conversations and channels to increase the value derived from your Virtual Agent.
