While chatbots can offer information and process basic transactions, they struggle to resolve complex, contextually rich sales and support queries.
As a result, most digital queries still end up having to be resolved by a live agent.
CLEVVA Virtual Agents can perform as Inbound, Outbound and Support Agents. They work across digital channels, resolving sales and service queries, issues, and complaints in context and in-line with business rules.
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 agents to have meaningful conversations
Improved customer service consistency and compliance
Reduced 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. These companies are typically regulated, with fairly complex products.
To ensure our customers get the value they expect from their Virtual Agent, we offer them a full Solution-As-A-Service. This means we not only bring the best technology, but we ensure our technology delivers the best Virtual Agent.
What work can a CLEVVA Virtual Agent do?
Your Virtual Agent can perform three key CX roles:
You can start by focusing your Virtual Agent on high impact queries within any role and channel, and expand the 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, WhatsApp 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 resolve 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.
If we both feel there is a strong fit, we look to engage in an Proof of Concept Phase. This takes 4 weeks, and involves deep analysis and design thinking. It results in a working prototype, defined value measures and a clearly mapped roadmap.
Assuming the business case for adoption is strong, we then move into the Proof of Value Phase. This phase lasts 1 year, and you can exit at any time should you not feel your Virtual Agent is meeting your expectations. During this phase our team builds and deploys your Virtual Agent into the agreed production environment. Initially we pilot your Virtual Agent using a targeted set of queries within a specified channel. Once comfortable, we then expand the query types, roles and channels using an agile approach.
By the end of year 1, you will have the proof of value needed to continue expanding your Virtual Agent’s capability and impact. We will sign a 1, 3 or 5 year SLA with you that clearly defines the work that must be done by your Virtual Agent, and the performance levels that must be met.