This document discusses using artificial intelligence to help call center agents provide consistent, compliant customer experiences. It describes challenges with traditional training and knowledge systems in capturing complex logic and applying it accurately. Decision tree tools also have limitations. The document introduces CLEVVA, a platform that uses "virtual assistants" to capture expert logic and drive "call navigators" that guide agents. CLEVVA aims to help agents consistently ask the right questions, give the right answers and take the right actions to improve metrics like first call resolution, average handle time, and customer satisfaction. Case studies show impacts like reducing training time and call backs.

1. Artificial Intelligence for
Agents
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2. How to provide a
consistent, compliant and
differentiating customer
experience with a diverse
workforce
at a lower cost
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The business
problem

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A key challenge
Trained agents do not consistently
ask the right questions,
offer the right answers,
and/or take the right actions,
in line with your desired call formula

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The complexity of a call formula

5. Why training and knowledge systems
struggle
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You can’t capture
multi-dimensional
logic in documents,
e-courses, or
graphics
Agents forget
much of what
they learn in class
(use short term
memory to pass
tests)
Agents struggle
to accurately
apply learned
rules to new
situations
Agents struggle
to search, find,
read and
interpret relevant
information while
on a call
Agents struggle
to remember
and capture
everything they
discussed in a
call report

6. Time consuming to build
Time consuming to
maintain
Difficult to map the many contextual
variables and possibilities impacting
every decision
Difficult to link decisions that may
influence other decisions in other
processes
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Why decision tree coded scripting tools
come unstuck

7. But what
If….
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You could capture the logic your
top experts would use to tackle every known
call.
And you could give this logic to agents as
they handle any call, so they consistently ask
the right questions, give the right answers and
take the right actions, at the right times, with
less training and quality risk.
Plus you get a detailed compliance report to
prove it. CLEVVA makes this possible.

8. EASY TO
AUTHOR
EASY TO
MAINTAIN
QUICK TO
DEPLOY
SUPPORTS
INTEGRATION
TRACKS
EVERY DECISION
IMPROVES
INSIGHTS
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CLEVVA is a platform that allows you to capture and
scale your expert logic so everyone gets it right, every
time

9. Where
CLEVVA
fits in the
AI world
Versus AI That Replaces Staff
Robotic Process Automation
Cognitive Computing
ChatBots
Augmented AI That
Enables Staff
CLEVVA

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Industry RecognitionIndustry Recognition

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How CLEVVA has overcome the
logic capture problem
VAs are searchable, sharable and re-usable logic
objects that drive Call Navigators

12. The forms of logic you can capture in a VA
Need diagnostics
Situation diagnostics
Product diagnostics
Smart forms
Trouble shooting
Surveys and questionnaires
Standard operating procedures
Quizzes
Frequently asked questions (FAQs)
Guided help
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13. The types of call navigators you can build
SALES NAVIGATOR
Ensure sales teams consistently have
the right need-centred conversations
and sell the right products
SERVICE NAVIGATOR
Ensure service teams consistently ask the
right questions and offer the right advice
PROCESS NAVIGATOR
Ensure staff consistently apply the right
policies and procedures with a record to
prove it
TECHNICAL NAVIGATOR
Ensure staff consistently diagnose the right
causes and apply the right solutions
SOFTWARE NAVIGATOR
Ensure staff consistently make the right
system decisions and actions
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14. SINGLE FRONTEND
(PRESENTATION LAYER)
EMBEDDED
IFRAME
STAY ON TOP
FLOATING
WINDOW
MOBILE
WEB APP
Ways to deploy your Call Navigators
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15. Key business case drivers
Reduced training
Improved FCR
Improved AHT
Improved NPS
Reduced on call support
Reduced quality assurance effort
Reduced call out errors
Improved reporting and analytics
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Move from specialists to Super Agents

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Proven Impact
CALL CENTRE CASE STUDIES
Improved first call
resolution from 20%
to 98%
Improved range of
calls (multi-skilled)
Improved call report
quality
Reduced upfront training
from 6 weeks to 2 weeks
Reduced call backs from
5 to 1

17. Proving the Business Case
Identify an area
where you are
struggling to
deliver
consistent,
compliant
service
Confirm
current
performance
measures and
agree target
measures
In partnership
with a small
internal team of
experts, we will
build a targeted
Call Navigator
within 4-6
weeks, and
prove the impact
over the next
4-6 weeks
We then
empower an
internal team
to build and
maintain your
Navigation
platform within
3-6 months
(or do it for
you if required)
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18. Make the right decision.
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