Do you struggle
to automate your
query resolution
and dispute handling?

  • Your products and services are complex Your products and services are complex
  • You operate in a regulated, rule-driven environment You operate in a regulated, rule-driven environment
  • Rules and situations are constantly changing Rules and situations are constantly changing
  • Your chatbot can only handle simple queries Your chatbot can only handle simple queries

Do most queries and disputes still end up with a live agent?

 

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.

Why not use a Virtual Agent?

CLEVVA Virtual Agents can work as Outbound Agents, qualifying leads or making targeted offers. They can also work as Inbound Agents, handling the queries and disputes your chatbot or FAQs can't solve so live agents don't have to.

  • Right Questions Right Questions
  • Right Answers Right Answers
  • Right Actions Right Actions

Our Virtual Agents are CX experts, not simple digital assistants

Gen 1: Info Bots

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?”

Gen 2 : Transaction Bots

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”

Gen 3: Virtual Agents

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?”

Here’s an example of a Virtual Agent in action

The value that CLEVVA Virtual Agents deliver

  • Improved call deflection and lowered resulting call volumes

    Improved call deflection and lowered resulting call volumes

  • Increased number of queries resolved first touch

    Increased number of queries resolved first touch

  • Reduced total cost to sell and serve

    Reduced total cost to sell and serve

  • Improved customer satisfaction and brand loyalty

    Improved customer satisfaction and brand loyalty

  • Increased time for human agents to have meaningful conversations

    Increased time for human agents to have meaningful conversations

  • Improved customer service consistency and compliance

    Improved customer service consistency and compliance

  • Reduced human agent training (more specialised and focused)

    Reduced human agent training (more specialised and focused)

  • Improved query resolution insights and reporting

    Improved query resolution insights and reporting

CLEVVA Virtual Agents have been widely recognised within the CX Automation category

Top Affiliate Technology Alliance Partner (EMEA)

Top Affiliate Technology Alliance Partner (EMEA)

Showcased as one of six African innovations

Showcased as one of six African innovations

Top AI Innovation in Contact Centre Industry (Africa Region)

Top AI Innovation in Contact Centre Industry (Africa Region)

IBM African Finalist

IBM African Finalist

High-Impact Entrepeneurs

High-Impact Entrepeneurs

Top Innovation in Contact Centre Industry

Top Innovation in Contact Centre Industry

Answers to Common Questions