Enables low code teams to effectively automate front-office processes
A key challenge with front-office logic is the rate at which it changes. Not only is the customer’s context always changing, but there are often product and business rule changes that need to be captured and applied.
Where technologies require coding or specialist capability to author this logic, the lead time between a business change and the logic updated in production is extended.
CLEVVA overcomes this challenge by offering a low-code platform that allows business automation teams, who own the process logic, to maintain it themselves.
Your process logic remains accurate and up to date, and its ownership remains within your business.
Auto-shapes front-office process journeys
CLEVVA has discovered a powerful way to capture process logic that shapes to every context.
We have done this by using a modular approach; one that successfully combines the contextual power of data tables and coded logic with the structured sequencing and flow of decision trees.
This ensures you don’t get trapped in a one-size-fits-all logic approach.
The data-centric approach also allows us to auto-shape each process journey to the customer profile and context, while ensuring that you never fall off the prescribed ‘process rails’.
Auto-adjusts expertise to suit each user and situation
The challenge facing many front-office automation solutions is that they struggle to adjust the logic to accommodate the user’s level of knowledge and experience.
Most are effective at guiding an experienced person through the process flow: they provide the relevant fields to select and the inputs to provide at the relevant times. However, other than offering information support, they struggle to coach or advise a user who isn’t sure about their problem or which options to choose.
CLEVVA allows you to capture logic that can offer an experienced person an optimal process flow yet can adjust to help an inexperienced person diagnose their situation, identify their problem or need, and then make the right inputs and choices.
This adaptability is critical if your business wants to offer effective self-service, because you cannot make assumptions around user knowledge or experience.
Navigates processes across multiple people, interfaces and channels
Front-office processes often flow across channels and people.
Building logic into each separate channel interface, like within each mobile app, website, instore kiosk and contact centre, rarely offers customers a seamless omnichannel experience.
CLEVVA solves this by centralising the process logic within the platform itself, and powering all interfaces from the same logic. This ensures that customers can start their engagement via any channel and can switch channels without context being lost.
Turns chatbots and humans into front office experts
Conversations are facilitated by staff and chatbots using natural language. Humans are excellent at conversations, and increasingly chatbots are perfecting their natural language understanding. Both however still struggle with ensuring that WHAT is said is technically correct and in line with business rules.
This is because staff and chatbots are usually trained using knowledge bases and decision tree flows. These seldom reflect the contextual nature of a customer journey.
CLEVVA solves this by allowing you to augment your staff and chatbots with a digital worker that is responsible for ensuring the right questions are asked, the right answers given and the right actions triggered. You still get the best from your staff and chatbot’s language skills. The difference is that the content of their conversations can be upgraded to the level of your experts.
Completes every process journey’s ‘last mile’
Many digital self-service offerings are limited to providing users with decision-making support. For example, they provide a generic answer to a frequently asked question or suggest possible linked documents that may help the user find their own answer to their question.
This not only leaves the responsibility of interpreting a generic response to their very contextual question to the user, it leaves the execution of that answer to the user as well.
In order to deliver true self-service, you need to do the heavy lifting for the user instead. CLEVVA ensures that not only is the user navigated to the right outcomes, in context, but that any resulting actions are then automatically triggered for them.
CLEVVA’s digital workers effectively deliver full front-office automation.
Works off a single, centralised source of logic
When building up an enterprise-level digital workforce, the maintenance of logic must be considered at an enterprise scale.
Placing the logic inside each individual digital worker’s ‘brain’ might initially be effective, but it becomes a maintenance nightmare at scale. It’s the same problem you face when training each individual staff member’s brain.
CLEVVA solves this problem by centralising all logic within the platform. This means that all digital workers draw off a common version and, when changes are made, these changes are instantly applied across the entire workforce.
Captures front office data in the format needed for back-office processing
One of the key obstacles to straight-through processing is the inability to ensure that the decisions made and information gathered within the front office is correct and in a format that allows back office systems to process without error or breaks.
CLEVVA digital workers ensure that the right questions are asked, the right decisions are taken, the right information is gathered and the right actions are triggered. And because CLEVVA integrates directly into 3rd party systems as well as RPA digital workers, it allows more processes to be automated end-to-end.
Tracks every process journey for compliance and analytics
Driving front-office processes from a knowledge base means you have little control over how your logic is applied, and even less ability to ensure the logic pathways applied are tracked.
Cognitive systems (AI) also struggle to ensure consistency of logic application and visibility of how decisions were made in every situation (black box problem).
CLEVVA solves this problem: you can be confident that your process logic is being correctly applied in context every time, and you have a detailed record to prove it.
This rich source of structured data provides valuable inputs into your reporting, insights and machine learning efforts. It also ensures that your RPA digital workers and back-office systems receive their required data in the right formats, driving end-to-end automation.
CLEVVA is a web platform that can be hosted in the cloud or within your company’s environment.
While your knowledge base may contain your high level process architectural plans and thinking (Level 1 and 2), CLEVVA becomes your source of logic used to actually 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 sits within operating systems and RPA bots. That said, CLEVVA logic provides seamless hand-overs, in context, to ensure back-office processes can be automated without break or error.
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 get 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