While chatbots can offer information and process basic transactions, they struggle to resolve complex, contextually rich queries.
As a result, most digital queries still end up having to be resolved by a live agent.
CLEVVA Virtual Agents perform just like human agents, resolving customer queries, issues, and complaints in context and in-line with business rules
Designed to offer customers a conversational experience, with answers being primarily information (smart FAQ).
“What loans do you offer?”
“Is there currently a problem with the fibre connection in my area?”
Designed to get more things done – typically processing basic transactional requests for customers.
“Upgrade my contract to a Data4Me”
“Add this new smartwatch to my insurance cover”
Designed to resolve service queries, issues, and complaints in context and in-line with business rules.
“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 via digital channels
Reduced cost-to-serve (total cost per resolved query)
Improved customer satisfaction and brand loyalty
Improved quality of assisted conversations (fewer calls to focus on)
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
High-Impact Entrepeneurs
Top Innovation in Contact Centre Industry