What is front-office process automation?

The automation of the logic that customer sales and support
staff apply, when they engage with customers

It is the logic you normally capture into your product, policy and procedural manuals - information you then use to train your staff

It is the logic staff struggle to apply correctly simply because every customer and situation is different and its so easy to make a mistake.

This logic is heavily shaped by rules. It must be applied in a certain way and can't simply be predicted (so chatbots and AI also struggle).

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Why is front-office process automation
so difficult?

Because context matters

The impact of relying on
people, knowledge bases and code

Inconsistency

•

Remembering and interpreting your process rules in a variety of ways caused by staff with different levels of knowledge and experience

Risk

•

Expecting staff to correctly interpret every rule and accurately document every process journey quickly raises your compliance risk

Inflexibility

•

Updating all documentation and retraining staff every time a rule in your front-office process logic changes, is ineffective and time-consuming

Cost

•

Maintaining accurate process logic when using different technologies, across multiple staff-assisted and digital channels is costly

Poor CX

•

Providing generic journeys with inconsistent delivery in contextually-dependent front-office processes, result in poor customer experiences

Inaccuracies

•

Capturing inaccurate data and making invalid decisions in the front-office, leads to faulty processing in the back-office

How CLEVVA solves your
front-office process automation challenge

CLEVVA is a low-code web platform used to build, maintain and deploy customer service digital experts. It enables you to:

Capture and maintain all your front-office process logic within a single digital platform

Offer customers access to the same level of expertise across all staff-assisted and digital channels

Ensure all resulting service actions are processed automatically by your back-office systems (directly or via RPA digital workers)

Track every customer service journey across channels for compliance, insights and improved predictions

The two roles of CLEVVA digital experts

Co-Worker

Role
Navigate an agent through the sale or support conversation, ensuring they get it right, every time, regardless of context or their level of knowledge and experience.

How they do it
While the agent focuses on the customer or task, the Digital Expert ensures they ask the right questions at the right times, offer the right answers, collect the right information and trigger the right actions.

How agents access them
The Digital Expert opens as an embedded widget in their system screen or unified desktop.

Self-Service Specialist

Role
Offer customers a digital expert to guide their decisions in a consistent, compliant and context-relevant way.

How they do it
By diagnosing the customer’s context, they determine the customer’s problem or need, identify the right solution, gather the right information and trigger the right actions.

How customers access them
Through a company-specific web page, mobile app or 3rd-party chatbot interface built using CLEVVA’s front-end API.

CLEVVA and RPA for
End-to-End Automation

Companies already using RPA to automate back-office processes can use CLEVVA to automate contextual and regulated front-office processes across all engagement channels

CLEVVA integrates with Blue Prism's RPA technology

CLEVVA announced as a Blue Prism Premier Technology Alliance Partner in 2021

We are proud to be selected as one of the few Blue Prism Premier TAP partners, globally. See how our digital experts now augment the Blue Prism offering.