By Ryan Falkenberg, 04 December 2023 – Originally published by IT Online. Cape Town-based conversational automation specialist Clevva has recently boosted its virtual agents generative AI (GenAI) technology. This allows the virtual agents to have targeted sales, support and service con...

By Ryan Falkenberg, 20 November 2023 – Originally published by IT Web Africa. For most people, Black Friday is a chance to buy that must-have item they’ve had their eye on for months. It’s also a massive day for retailers. Outside of the week or two before the start of the festive...

By Ryan Falkenberg,  20 October 2023 – Originally published by BizCommunity. Urgent customer conversations are critical in most businesses. You might, for instance, need to cancel your card immediately after a theft. Or you may have missed a payment that the business needs to remind y...

By Ryan Falkenberg, 15 September 2023 – Originally published by Retail Brief Africa. Businesses everywhere are under pressure to deliver better service at less cost. Most have looked at some form of digital solution, but do they really work? Says Ryan Falkenberg, co-CEO of CLEVVA, “Virtual ag...

By Ryan Falkenberg, 02 August 2023 – Originally published by IT Online. In any contact centre, there are some calls (both inbound and outbound) that essentially boil down to saying the same thing over and over again. These repetitive conversations cover everything from human resources functions...