While some queries can be resolved by a chatbot or FAQ, most are more complex.
Context matters, and so do rules.
Customers 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 have trained live agents available 24/7, at a high cost to serve.
CLEVVA Virtual Agents can automate your lead qualification, renewals and upgrades, collections, query resolution and dispute handling, and data gathering via both your inbound or outbound digital channels.
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. This means operating at the level of an expert, not merely an 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. As a result, our Virtual Agents look to significantly lower costs and improve the overall customer experience.
To ensure our customers get the value they expect from their Virtual Agent, we offer a full Solution-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 perform the following CX roles:
You can start by focusing your Virtual Agent on high impact queries within any role and digital channel, and expand their capability and reach over time.
How do customers engage with a CLEVVA Virtual Agent?
A customer can engage with your Virtual Agent either via your website, mobile app, chat or email channel.
And depending whether the trigger comes from an inbound query, an outbound sales campaign or a customer getting stuck, the Virtual Agent opens in context and looks to handle the query without the need for human support.
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 your specific CX challenges and reality, and you learn more about our Virtual Agents and their capability. The focus of this phase is to validate that there is a strong financial business case for using a Virtual Agent to lower the cost to sell and/or solve.
Once we agree that a Virtual Agent makes sense, we then look to prove that a CLEVVA Virtual Agent is the right choice for your business. This involves running a focused pilot in an agreed area and channel, targeting a high value engagement e.g. outbound lead qualification or billing query resolution.
The pilot is usually run in a production environment, and the performance of the Virtual Agent is closely monitored. Once we are able to prove that our Virtual Agent can work in your technical environment, and can resolve the agreed queries at a lower cost than your human agents, we then look to agree a longer term work contract for your Virtual Agent. This contract defines the scope of work that your Virtual Agent must perform; the channels it must serve; and the service levels it must deliver against.