Use CLEVVAs wizards and tools to capture the data, rules and actions your top experts use to solve known challenges
Ensure that the logic staff access within their specific VA is always relevant to their specific challenges and reality
As data and rules change, ensure the logic used across different staff’s VAs remains current and accurate
Analyse every interaction to gain deep business insights and improve logic accuracy
Whereas cognitive systems specialise in predictive logic derived largely from unstructured data and improved through machine learning, CLEVVA focuses on perfecting the capture and application of prescriptive logic, driven off structured data. This is the logic that must be applied, based on prescribed rules and conditions. Its the logic that is often poorly detailed in documents or process flows, and is far more contextual and complex than we often admit.
Its the logic we try train people on, and constantly wonder why they forget or apply it incorrectly. Its the logic that typically sits inside a few experts’ heads, and then walks out of your company when they leave.
Fortunately with CLEVVA, its the logic you can now easily capture into Virtual Adviser apps. These apps act like digital experts, guiding people to the right decisions and actions, based on their specific situations and contexts. As a result, you don’t need to train someone to make them capable to perform. They just need to have the right attitude and get access to the right VA. Every decision and action they take via the app is tracked for compliance and reporting, so you don’t need to worry that they might make a mistake.
And the beauty of CLEVVA is that business teams (non-coders) can build and maintain these apps, so you don’t need to rely on IT to make them a reality. And if you then want a chatbot to use your VA logic to deliver a consistent, compliant online self-service, that can be done too!
CLEVVA has found a way to capture multi-dimensional logic into searchable, shareable and re-usable objects called VAs.
VAs allow you to overcome the inherent limitations of decision tree logic. Being data-driven, they also allow you to apply the logic across other systems and applications
CLEVVA offers a standard responsive front-end for user access to all mapped logic. This can be deployed in two ways:
VA logic can be embedded into a 3rd party system front end and/or consumed by a 3rd party chatbot (where contextually adaptive prescriptive logic is required to structure the conversation, and coded decision trees dont work)
Automatic version increments each time a VA is verified.
Apply branding at a company or department level.
Build questions on top of a dynamic data set that can be prioritised and customised.
Generate a data representing all factor combinations.
Import data out of and import into 3rd party systems.
Narrow down records from many to one based on differentiating factors.
Preview and step through decision logic with targeted links to easily edit logic in the backend
Capture complex multi dimensional expert logic quickly and easily
Structured labels to contextualise decisions, choices and trigger conditions
Drag and drop reusable components into the VA to rapidly build complex logic
Clone VA logic to leverage existing thinking and decrease build time
Trigger emails at specific points within the VA to allow users to collaborate on the same session
Capture multiple input fields on a single page that are saved against the session.
Track the GPS location of any VA interaction or step
Upload multiple images and auto match to records
Reference links to external content or webpages at certain steps or decisions
Leverage existing logic by linking a number of smaller VA’s together
Build the VA logic using a visual diagram
Take photos with the device camera and upload and attach documents during the session
Provide users with a detailed report at the end of a session containing all choices, key factors, steps and decisions
Define conditions that trigger off specific actions
Make decisons based on multiple weighted factors
Customise instructions with a rich text editor that includes uploading and embedding images into the VAs
Troubleshooting is a form of problem solving, often applied to repair failed products or processes on a machine or a system. It is a logical, systematic search for the source of a problem in order to solve it, and make the product or process operational again. Troubleshooting is needed to identify the symptoms. Determining the most likely cause is a process of elimination—eliminating potential causes of a problem. Finally, troubleshooting requires confirmation that the solution restores the product or process to its working state.
In the images below, an example of a Problem Diagnostic or Trouble Shooter is displayed. This shows how a technician is able to assist a customer as to why their device is not connecting to the internet. The Navigator guides the technician through a series of questions so that they are able to provide the right solution to the problem.
Increase first call resolution (FCR)
Lower total average handling time (AHT)
Internet connection problem
Build assessments to guide users through the evaluation of a number of critical factors before making a final decision or recommendation. Track all decisions and steps as well as allow users to a take photos that can also be geotagged and added to the report that is automatically generated at the end. Leverage off details already known in 3rd party systems.
In the images below, an example of a Situation Diagnostic or Site Inspection is displayed. This shows how a technician is able to evaluate the damage on site, while documenting the process. This allows the technician to make the the right diagnosis and provide the right advice.
Rapidly build assessments to ensure users complete them in a consistent,
Gain deep insight into every aspect of all assessments completed
Information can influence resulting decisions
Ask the customer a number of data driven questions to understand their expressed needs, then conduct a customer profile questionnaire to better understand their current position and potentially discuss other related needs. Once all the customers needs are understood, relevant solutions could be offered to meet their needs. Chosen solutions are added to the decision basket and all questions, answers and choices are included in a detailed record of advice.
In the images below, an example of a Needs Analysis is displayed. This shows how the primary need of a customer is being determined so that they are offered the right product or solution, while being in line with the companies policies and procedures.
Comprehensively understand the expressed needs
Trigger discussions about related needs
Offer solutions to meet the needs
Financial needs analysis
Technical requirements analysis
Navigate users through complex operational procedures where the correct path depends on a number of
factors and/or often changes.
In the images below, an example of a Standard Operating Procedures is displayed.The example below demonstrates a line manager being navigated through a Human Resources procedure to identify the correct action. In this example, it helps the line manager identify the correct type of employee misconduct, to ensure that the line manager responds in a way that is inline with the company’s policies as well as the labour laws of the country.
Guaranteed quality assurance
Automatic compliance record
Human Resource Procedures
Health and Safety Procedures
Build an intelligent catalogue that can narrow down from many possible solutions to the most appropriate one based on defined factors. Help non technical users solve technical problems by providing decision support to help match functional requirements with technical solutions.
In the images below, an example of a Product (Solution) Catalogue is displayed. The images illustrate a sales consultant at a telecom. The Navigator guides both the sales consultant and customer through a set of questions, ensuring that the customer is offered the correct device that meets their requirements. The Navigator also demonstrates a cross sale option, which allows the sales consultant to offer the customer more, but relevant, products or services.
Offer the right solution based on specific requirements
Cross sell and up sell appropriate solutions
Track which questions were asked before solutions offered
Technical product recommendations
Build VA’s to guide users through filling out relevant sections of an application form for customers. Ensure that it is filled out correctly by building in business rules into the forms and list of possible choices. Incorporate dynamic tables into the forms to ensure the right choices are made based on the context of the problem or situation.
In the images below, an example of an Application Form is displayed. The example shows how the staff member is easily able to capture the customers information for the application. It guides the user through all the required sets to ensure that all the information is listed so that the application form is filled out correctly and in line with the company’s policies and procedures.
Quickly build your business rules into the logic of the form
Information can be fed into relevant operating systems
Information can influence resulting decisions
Signing up to a new service
Appying for a new position
Build check lists to navigate users through a dynamic list of complex checks that depend on the customer or situation and that can change and adapt to each scenario based on the choices made.
In the images below, an example of a Checklist is displayed. These images illustrate how a user is guided through a set of requirements and actions to ensure that their actions are consistent and compliant with company policies.
Rapidly build and deploy
Full traceability and deep insights
Ensure consistency and compliance
Financial compliance checks
Order delivery checks
Quality control checks
Build a directory of frequently asked questions to help users across the organisation to consistently answer questions that are typically complex or depend on a number of factors and differ depending on the customer or situation.
In the images below, an example of a FAQ is displayed. This example demonstrates how a user is guided through a set of questions to ensure that their question is answered correctly. In this example, it guides the user to understand why their smart phone is not working with the one application that they wanted to download.
Single repository of answers to complex questions
Consistent, compliant responses across the organisation
Deep insights into which questions are consistently asked
Build complex questionnaires that branch off in different directions based on the answers provided.
In the images below, an example of a Survey or Questionnaire is displayed. In this example it shows a simple questionnaire where a staff member would need to find out more information about a customer so that they can offer the right product, solution or insight.
Reduce time to complete
Only relevant questions asked
Accurate data capture
Remove finger error
Build test and quizzes that can have intelligence built into it to measure how well a user understands a particular area or topic. Automatically determine the results and next actions based on those results.
In the images below, an example of a Test and/ or Quiz is displayed. The images show how the user is able to take the test or quiz using their phone or tablet. This is a dynamic and easy way for users to participate in tests, while being provided with their results after the test has been completed.
Automatically scored tests
Consistent, accurate results
Test and score users
Capture the steps and decisions to help users solve a problem or implementation that requires a
sequence of instructions to be followed that may also contain decision points along the way and depend on a number of situational factors.
In the images below, an example of Guided Help is displayed. This shows a stepped process to guide a user through a task to ensure they are able to complete the task correctly and effectively.
Clear and accurate instructions
Audi trail of steps followed
Insight into problem areas