How the CLEVVA platform works

Build, maintain and deploy different decision navigator apps

1

Capture the logic your experts use to solve specific challenge

Use CLEVVAs wizards and tools to capture the data, rules and actions your top experts use to solve known challenges

2

Offer staff access to relevant Navigator logic

Ensure that the logic staff access within their specific Navigator is always relevant to their specific challenges and reality

3

Maintain data and logic centrally

As data and rules change, ensure the logic used across different staff’s Navigators remains current and accurate

4

Track and optimise

Analyse every interaction to gain deep business insights and improve logic accuracy

01

Whereas many cognitive computing systems use big unstructured data to dynamically work out decision logic, CLEVVA focuses on perfecting the capture and application of structured logic. Logic that normally sits inside a few experts’ heads. This logic is contextual and often quite complex. And it is logic that staff is expected to apply when they need to make required decisions and actions, in line with specific product, policy, procedure or system rules.

If your challenge is getting more people to make the right decisions and take the right actions in line with known rules, use CLEVVA. It is designed specifically to speed up the capture of expert logic; simplify the maintenance of this logic when data or rules change; and to make it easier for you to offer this logic to different people in different contexts.

How you capture expert logic

How you capture expert logic

Make the right decision

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

02

Ways to deploy different Navigators

CLEVVA allows the same logic to be accessed via different interfaces, as required.

NAVIGATOR

CLEVVA offers a standard responsive front-end for user access to all mapped logic. This can be deployed in two ways:

The Navigator can also be adapted to guide decisions and actions that then feed related party systems.

FRONTEND

The Navigator can also be adapted to guide decisions and actions that then feed related party systems.

When staff need to wok on their operating system while getting real time guidance, the stay on top app can be used

STAY ON TOP

When staff need to wok on their operating system while getting real time guidance, the stay on top app can be used

IFRAMES

IFRAMES

Where problem-solving logic needs to be provided within a 3rd party system screen, an iFrame can be used (iFrame code auto generated in CLEVVA)

03

Some standard authoring features

AUTO VERSION CONTROL

Automatic version increments each time a VA is verified.

CUSTOM BRANDING

Apply branding at a company or department level.

DATA DRIVEN QUESTIONS

Build questions on top of a dynamic data set that can be prioritised and customised.

DATA GENERATION

Generate a data representing all factor combinations.

DATA IMPORT & EXPORT

Import data out of and import into 3rd party systems.

DATA FILTERING

Narrow down records from many to one based on differentiating factors.

DEBUG TOOLS

Preview and step through decision logic with targeted links to easily edit logic in the backend

DECISION CUBE BUILDER

Capture complex multi dimensional expert logic quickly and easily

DECISION FACTORY LIBRARY

Structured labels to contextualise decisions, choices and trigger conditions

DRAG & DROP LOGIC

Drag and drop reusable components into the VA to rapidly build complex logic

DUPLICATE LOGIC

Clone VA logic to leverage existing thinking and decrease build time

EMAIL TRIGGERS

Trigger emails at specific points within the VA to allow users to collaborate on the same session

INPUT FORMS

Capture multiple input fields on a single page that are saved against the session.

GPS TRACKING

Track the GPS location of any VA interaction or step

IMAGE UPLOAD WIZARD

Upload multiple images and auto match to records

LINK EXTERNAL CONTENT

Reference links to external content or webpages at certain steps or decisions

LINK VAs

Leverage existing logic by linking a number of smaller VA’s together

LOGIC DIAGRAMS

Build the VA logic using a visual diagram

PHOTOS & ATTACHMENTS

Take photos with the device camera and upload and attach documents during the session

SESSION REPORT

Provide users with a detailed report at the end of a session containing all choices, key factors, steps and decisions

TRIGGER ACTIONS

Define conditions that trigger off specific actions

WEIGHTED FACTORS

Make decisons based on multiple weighted factors

WYSIWYG EDITOR

Customise instructions with a rich text editor that includes uploading and embedding images into the VAs

Standard types of VAs you can author

Within any Decision Navigator, there may be a number of different types of decisions or actions that may need to be supported.

Here are the types of VAs CLEVVA supports:

PRIMARY VA TYPES

Needs Analysis

Situation diagnostic Or site inspection

Solution (product) Catalogue

Standard operating procedures

Problem diagnostic or trouble shooter

OTHER VAs YOU CAN BUILD

Surveys and questionnaires

Frequently asked questions (faqs)

Application form

Check lists

Tests and Quizzes

Guided help

Needs Analysis

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.

BENEFITS

BENEFITS

Comprehensively understand the expressed needs
Trigger discussions about related needs
Offer solutions to meet the needs

EXAMPLES

EXAMPLES

Financial needs analysis
Technical requirements analysis
As-is analysis

Situation diagnostic Or site inspection

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.

BENEFITS

BENEFITS

Rapidly build assessments to ensure users complete them in a consistent,
compliant manner
Gain deep insight into every aspect of all assessments completed
Information can influence resulting decisions

EXAMPLES

EXAMPLES

Impact assessment
Viability assessment
Site inspections

Solution (product) Catalogue

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.

BENEFITS

BENEFITS

Offer the right solution based on specific requirements
Cross sell and up sell appropriate solutions
Track which questions were asked before solutions offered

EXAMPLES

EXAMPLES

Technical product recommendations
Solution finder
Resource matching

Standard operating procedures

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.

BENEFITS

BENEFITS

Decrease training
Guaranteed quality assurance
Automatic compliance record

EXAMPLES

EXAMPLES

Human Resource Procedures
Health and Safety Procedures

Problem diagnostic or trouble shooter

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.

BENEFITS

BENEFITS

Reduce errors

Increase first call resolution (FCR)
Lower total average handling time (AHT)

EXAMPLES

EXAMPLES

Internet connection problem
Faulty Product

Surveys and questionnaires

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.

BENEFITS

BENEFITS

Reduce time to complete
Only relevant questions asked
Accurate data capture
Remove finger error

EXAMPLES

EXAMPLES

Customer Profile
Market research

Frequently asked questions (faqs)

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.

BENEFITS

BENEFITS

Single repository of answers to complex questions
Consistent, compliant responses across the organisation
Deep insights into which questions are consistently asked

EXAMPLES

EXAMPLES

Technical questions
Sales questions
Service questions

Application form

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.

BENEFITS

BENEFITS

Quickly build your business rules into the logic of the form
Information can be fed into relevant operating systems
Information can influence resulting decisions

EXAMPLES

EXAMPLES

Signing up to a new service
Appying for a new position

Check lists

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.

BENEFITS

BENEFITS

Rapidly build and deploy
Full traceability and deep insights
Ensure consistency and compliance

EXAMPLES

EXAMPLES

Financial compliance checks
Order delivery checks
Quality control checks

Tests and Quizzes

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.

BENEFITS

BENEFITS

Automatically scored tests
Consistent, accurate results

EXAMPLES

EXAMPLES

Test and score users

Guided help

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.

BENEFITS

BENEFITS

Clear and accurate instructions
Audi trail of steps followed
Insight into problem areas

EXAMPLES

EXAMPLES

Software Help
On-boarding