You can build and maintain your own customer service digital expert
CLEVVA’s powerful authoring tools and build templates allow business teams to digitize the complex logic human experts apply when servicing customers.
This means you can now bottle the logic of your top service experts and maintain it at scale.
Your digital service expert's logic can shape to each customer
Every customer is different. Offering them a generic engagement journey constrained by decision tree coded logic does not work. Fortunately with CLEVVA you have the ability to capture prescriptive logic using a blend of decision tables, flows, dynamic forms and coded logic.
This blend, along with our modular logic design, ensures that every engagement will shape to known data and context.
Your digital service expert is compliant
A CLEVVA digital service expert does and says exactly what you want, when you want, in context of every customer situation. You never have to worry that it might ‘learn’ the wrong thing. You can be assured that it will apply your prescribed logic in the way you intended it to, and will have a detailed record to prove it.
Your digital service expert can serve customers via multiple channels
Your CLEVVA digital service expert is interface agnostic. It is designed to work with whatever interface you choose. Plus it can work multiple channels at the same time.
This means that you don’t have to build different logic for every interface e.g. your website, your mobile app, your IVR, yout chatbot and your operating system screens. The same logic will power them all.
Your digital service expert can work seamlessly with your systems and RPA
CLEVVA digital service experts can work either directly with your operating systems (if they have APIs), or via RPA digital workers.
This means that your digital service expert can call for data that can help shape the engagement e.g. if you have useful information in your CRM PLUS it can hand information across to systems and RPA digital workers to process required actions.
Your service staff no longer need to be trained on the details
By offering your customer service staff a digital expert at their fingertips, they no longer need to worry about taking any call from your customers.
As the call comes in, your digital service expert will guide them through the call, making sure they ask the right questions, gather the right information and give the right answers.
This means you can turn all customer service staff into multi-skilled experts without all the training and support.
When things change, you make changes in one place
Product, policy and process rules change all the time. And when you are dealing with hundreds of staff and many different digital self-service channels, this is a nightmare.
Not so if you have CLEVVA. The platform enables you to make changes to your logic rules centrally, and these then apply across channels immediately.
Your digital service expert will track every customer journey in detail
Your CLEVVA digital service expert is a ‘data hoover’. Every aspect of every customer journey is tracked. This rich structured data is gold for your compliance reporting, analytics and machine learning.
It also ensures that, when passed across to systems or RPA digital workers, it is in the right format for straight through processing.
CLEVVA is a web platform that can be hosted in the cloud or within your company’s environment.
While your knowledge base may contain high level process architectural plans and thinking (Level 1 and 2), CLEVVA becomes the logic source used to execute front-office process logic across channels (Level n). This logic can reference your knowledge base where targeted content may help educate or inform a decision or action (explaining the What or the Why), but CLEVVA takes responsibility for executing the required decisions and actions (the How).
Back-office process logic is not held in CLEVVA – it lives within operating systems and RPA bots. CLEVVA’s logic provides seamless hand-overs, in context, to ensure back-office processes can be automated without breaks or errors.
The diagram below illustrates how CLEVVA digital workers navigate staff through staff-assist interfaces, and customers via multiple digital self-service interfaces. Where required, they then work directly with operating systems or via RPA bots to receive required data or to trigger required back-office actions.
A single source of shareable, re-usable logic objects powers all channels
Logic is stateful so customers can move between channels seamlessly
Contextualise each journey based on available data in operational systems
Offer users context-relevant information at specific decision points
Navigate staff through contextual processes within existing system screens
Offer customers digital self-service in line with your company’s CI
Offer staff a single front-end to use for all front-office process execution
Hand over back-office processing to RPA while continuing the customer engagement