CLEVVA allows you to build a single digital ‘brain’ that staff and chatbots can access in real time.
The result is a consistent, compliant customer experience, no matter what the channel.
Most artificial intelligence systems derive predictive logic from largely unstructured data. As the data changes and patterns emerge, the system learns. It is therefore constantly refining its decision-making accuracy based on the data it receives. This works wonderfully when you have lots of meaningful data, and when you don’t need to prove how decisions were made. Or if an error in the predictions is not too serious. Its not so great if you need certain decisions to be made in a very specific way, with a record to prove it. In other words, when you need to ensure a specific formula was applied, consistently and in a compliant way – no matter what the situation.
CLEVVA’s logic is driven off structured data – the data you glean from experts heads. This logic is prescribed, it is not predicted. This means the digital brain you build with CLEVVA will always ask the right questions and offer the right answers given every known situation and context.
To make this practical, CLEVVA has found a way to capture this logic using data, not knowledge bases or decision-tree coded scripts. And our easy authoring platform allows non-coding teams to do this quickly and effectively.
Different expertise is captured into what we call Virtual Advisor apps (VAs). These VAs can then be deployed across the company, accessed via standard web browsers, via 3rd party chatbots and/or embedded inside 3rd party system front-ends.
As a result, you can now capture all your sales, service and operational decision-making logic into one system, and give staff and customers real-time access, as and when they need it. Plus you always get a compliance record to prove that the right questions were asked, and the right answers were given – in line with your specified product, policy and procedure rules.
RELIANCE ON TRAINING
RISK OF ERROR
COMPLIANCE & REPORTING
One platform. Many apps
CLEVVA’s authoring tools allow business and IT teams to rapidly build
different virtual adviser (VA) apps without the need for any hard coding.
No coding skills are required to capture and maintain sales and service logic into Virtual Adviser apps. Logic blue prints help authors build powerful digital experts in days, not months
EASY TO MAINTAIN
CLEVVA’s data driven, as opposed to the decision tree approach, ensures that when data or rules change, logic updates automatically
QUICK TO DEPLOY
Staff can access CLEVVA logic via our web front-end, a stay on top extension, a 3rd party chatbot or via an embedded iFrame in a 3rd party front end.
Where 3rd party systems hold data that will influence required decisions and actions, CLEVVA’s REST API and cross document messaging allows for easy integration
TRACKS EVERY DECISION
Every factor considered, decision made, and action taken (including time, date and location) is tracked to ensure full compliance reporting
Tracked decision data can be fed into machine learning and analytics tools to improve business insights and predictive accuracy
The Value CLEVVA offers IT
The Value CLEVVA offers Businesses
IMPROVED SALES CLOSURES
Cross sales and leads as a result of staff consistently executing the organisations desired sales engagement formula
IMPROVED OPERATIONAL EFFECTIVENESS
Due to staff more consistently executing required policies and procedures.
Given that every interaction can now be safely guided according to the required formula, and that a record of every interaction is provided for compliance reporting
IMPROVED SERVICE DELIVERY
With clients experiencing greater consistency in how service queries are diagnosed and resolved, irrespective of the person offering that service.
Given the rich data now provided on HOW people actually make decisions and take actions
As staff no longer need to be trained on all the details before they are up and running.
Clients who have used CLEVVA to capture expert logic and to guide targeted staff and clients to make the right decisions and to take the right actions, based on specific known conditions and variables, consistently see rapid, measurable impact in the following key areas:
CONTACT CENTER CASE STUDY
Improves first call resolution from 20% to 98%
Reduces upfront training from 6 week to 1 week
Improves range of calls (multi-skilled)
Reduces callbacks from 5 to 1
Improves call report quality
BANKING CASE STUDY
Improves sales closure by 52%
Improves CSI ratings
Improves cross-sales by 20%
Reduces training by 50%
Improves leads by 20%
What our partners and customers say
“Using CLEVVA we’ve been able to create solutions for our customers that mean their users attend less formal training and yet perform more effectively on the organisations operating systems”
Ivanna Granelli CEO of CAN!DO
“CLEVVA changes the learning landscape for companies. We no longer need to look to formal training to get every product, policy, process or system detail into a staff members head”
Kirsty Chadwick CEO of TTRO
“One of our international contact centre clients managed to effectively zero base agent errors using CLEVVA”
JP Maurel Director at Singular Systems
“We used CLEVVA to build a Navigator for retail bank consultants to guide them through a complex customer needs analysis. Within two weeks of using CLEVVA, cross sales went up by 20%”
Amelia van den Berg Head of Learning and Capability at Accenture South Africa
Selected by BPeSA as the Top Innovation within the Contact Centre industry (2012)
Selected as one of six African software innovations to be showcased by Gartner at their ITxpo (2015)
Selected by Endeavor as one of South Africa’s most high-potential entrepreneurial companies (2013)
Selected for the South African Enabling Technology Innovation Award within Enterprise Software (2015)
IBM Smart Cities finalist for Global Entrepreneur Award (2013)
Selected by Microsoft to form part of the Microsoft BizSpark programme (2014 and 2015)