Trained staff and chatbots do not consistently ask the right questions, offer the right answers, and take the right actions, in line with prescribed product, procedure and regulatory rules.
And they struggle to prove it even when they do.
CLEVVA allows non-coding business teams to rapidly capture complex expert logic into Virtual Advisor apps. Staff can then use these apps to navigate decisions and actions in real time, without them having to be trained before hand. Chatbots can also be ‘upgraded’ to offer customers relevant expert advice using the same logic.
And every logic path followed is always tracked for compliance, reporting and analytics.
1
Within different Virtual Advisor Apps, you capture the logic that your experts use to solve specific known problems. CLEVVA’s low-code authoring tools and data (not decision tree) approach allows internal business teams to do this far quicker than you would ever imagine.
2
You give staff access to real time expert guidance via existing systems, web browsers or mobile apps. This ensures they accurately diagnose their situation, make the right decisions and take the right actions without having to search for, read and interpret support content.
3
You link your existing self-service web and chatbots to specific logic within CLEVVA. This instantly boosts your ability to offer customers expert-level advice, rather than simple digital assistance.
Cross sales and leads as a result of staff consistently executing the organisations desired sales engagement formula
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
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:
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)
“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
Capture your service logic into a single digital expert that can help your agents (assisted service) and your chatbots (self-service) deliver a consistent, compliant and differentiating experience in line with your many desired customer journeys.
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Capture your product, policy and procedure rules into a digital expert that can guide staff through the sales, operational, technical and system decisions and actions that are complex and/or require a detailed record for compliance and reporting.
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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
CLEVVA’s data driven, as opposed to the decision tree approach, ensures that when data or rules change, logic updates automatically
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
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
