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.
CLEVVA Virtual Agents can handle your rule-bound conversations at the level of a human expert. This means most of your sales, support and service conversations can now be automated without requiring a human in the loop.
Most chatbots are info bots, designed to offer customers a conversational experience, with answers being information (smart FAQ).
“What loans do you offer?”
“Is there currently a problem with the fibre connection in my area?”
Designed to action specific requests for customers. This involves gathering required information, often via smart forms.
“Upgrade my contract to a Data4Me”
“Add this new smartwatch to my insurance cover”
Designed to advise and service customers, suppliers and staff. This means operating at the level of an expert, not merely a digital assistant.
“What is the right loan for me?”
“Why is my bill so high?”
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
Reduced human agent training (more specialised and focused)
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
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. As a result, our Virtual Agents look to significantly lower costs of each engagement while improving the overall CX, SX and EX (customer, supplier and employee experience).
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?
A customer, supplier or staff member can engage directly with your Virtual Agent via your website/intranet, mobile app, sms, WhatsApp or email channel.
When they activate the Virtual Agent, it can pop up as required and have the right conversation in context, and in line with all required rules.
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.
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 months, 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.