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
High-Impact Entrepeneurs
Top Innovation in Contact Centre Industry