What is front-office process automation?

It is the automation of the rule-based logic that sales, support and operations staff apply when working in the front office

This process logic largely sits in a few experts’ heads and is not coded in any system
It is contextual and needs to shape to each customer and situation
It needs to be applied in a consistent and compliant way across channels
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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

•

Different staff with different knowledge and experience remember and interpret your process rules in different ways

Risk

•

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

Inflexibility

•

It takes too long to update all documentation and retrain all staff every time a rule in your front-office process logic changes

Cost

•

Maintaining process logic accuracy using different technologies across multiple staff-assisted and digital channels is expensive

Poor CX

•

Context matters with front-office processes. Generic journeys and inconsistent delivery result in poor customer experiences

Inaccuracies

•

Inaccurate data capture and decision-making in the front office results in inaccurate 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 front-office digital workers. It enables you to:

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

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

Deploy digital workers to apply this logic across all staff-assisted and digital channels

Deploy digital workers to apply this logic across all staff-assisted and digital channels

Integrate your front-office digital workforce with your back-office systems and RPA digital workers

Integrate your front-office digital workforce with your back-office systems and RPA digital workers

Track every front-office process journey for compliance and insight purposes

Track every front-office process journey for compliance and insight purposes

The two types of CLEVVA digital workers

Automation

Digital Co-worker

X

What they do
CLEVVA Digital Co-workers help staff navigate through rule-based decisions and actions so they get it right, every time, whatever the context or their level of knowledge and experience

How they do it
While the staff member focuses on the customer or task, their Digital Co-worker ensures they ask the right questions at the right times, offer the right answers, collect the right information and trigger the right actions

How staff access them
Via a responsive Staff Assist web interface or an embedded iFrame inside their operating-system screen

Automation

Digital Specialist

X

What they do
CLEVVA Digital Specialists offer customers intelligent self-service in a consistent, compliant and context-relevant way

How they do it
They diagnose the customer’s context, work out their problem or need, identify the right solution(s), gather the right information and trigger the right actions i.e. they act like a digital expert capable of completing the last mile

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

CLEVVA + RPA =
End-to-End Automation

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For companies who already use RPA to automate back-office processes, CLEVVA provides an opportunity to automate the contextual, regulated front-office processes across all engagement channels.

Examples of RPA technologies that CLEVVA works with

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