Fail-safe, multi-skilled AI intelligent agents
Front Line Agent
Answers and routes inbound calls (like a conversational IVR)
Specialist Agents
Resolve sales, service, support and collection queries and requests
Virtual SME
Guide human agents through live calls
Customer Engagement Process
Meet some of CLEVVA's specialist AI intelligent agents
– the precision-trained force behind our scalable, risk-free Virtual Agents as a Service solution
Front Line Agent
My role is to be the first point of contact for incoming calls or queries from customers, suppliers, partners, or staff who aren’t yet authorized.
I act like a conversational IVR – asking the right questions to understand what the person needs. If I can, I’ll provide an accurate answer using our trusted knowledge base.
For example, if someone asks, ‘What is the interest rate on a loan?’, I’ll first clarify which loan they’re referring to and gather any other necessary details. If needed, I’ll route the call to a specialist human or virtual agent – ensuring seamless AI customer service from the start.
Specialist Service Agent
I specialize in resolving service-related queries that follow defined processes. I can access systems, fetch the right data, and trigger next steps to solve customer requests. My job is to analyse the situation, identify the root cause of the issue, and resolve it in line with business rules – accurately and efficiently, delivering high quality AI customer care at scale.
Specialist Sales Agent
I help customers figure out exactly what they need, and then guide them to the right product or service. I’m great at spotting upsell and cross-sell opportunities, and I can help build the ideal product basket for each individual. I also gather valuable information to support human sales agents – like understanding customer needs upfront or explaining terms and conditions while the human agent assists the next customer. I handle both inbound and outbound conversations to drive growth.
Specialist Support Agent
I’m your go-to for troubleshooting and root cause analysis. Whether it’s a technical query or an operational question – like an HR process – I’m here to help staff and customers quickly find solutions. I’m trained to handle complexity with clarity, so problems get solved faster and with less friction.
Specialist Collection Agent
I work with customers who have fallen behind on payments, helping them structure their debt in a way they can manage. I guide them through the process and get them to commit to a repayment plan that works for both them and the business. I’m usually used in outbound roles, but I can also assist customers who call in – giving them a discreet and stress-free way to sort out their payments.
Virtual Subject Matter Expert
My role is to navigate our human agents through every call in real time, so they don’t need to learn or remember our company processes, policies and products. Instead, they can simply follow my lead, focusing their attention on the customer. Think of me as a conversational GPS. I work out, based on what the customer says, any data I can access from back office systems, and all the relevant business rules that must be applied, what the next best thing is for them to say and do. Some call me their Virtual Team Leader or Coach, others their intelligent Agent Assist.
