Creating the Super Agent
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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.
Creating the Super Agent
- 1. Artificial Intelligence for Agents © 2017 CLEVVA. All Rights Reserved
- 2. How to provide a consistent, compliant and differentiating customer experience with a diverse workforce at a lower cost © 2017 CLEVVA. All Rights Reserved The business problem
- 3. © 2017 CLEVVA. All Rights Reserved 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
- 4. © 2017 CLEVVA. All Rights Reserved The complexity of a call formula
- 5. Why training and knowledge systems struggle © 2017 CLEVVA. All Rights Reserved 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 © 2017 CLEVVA. All Rights Reserved Why decision tree coded scripting tools come unstuck
- 7. But what If…. © 2017 CLEVVA. All Rights Reserved 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 © 2017 CLEVVA. All Rights Reserved 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
- 10. © 2017 CLEVVA. All Rights Reserved Industry RecognitionIndustry Recognition
- 11. © 2017 CLEVVA. All Rights Reserved 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 © 2017 CLEVVA. All Rights Reserved
- 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 © 2017 CLEVVA. All Rights Reserved
- 14. SINGLE FRONTEND (PRESENTATION LAYER) EMBEDDED IFRAME STAY ON TOP FLOATING WINDOW MOBILE WEB APP Ways to deploy your Call Navigators © 2017 CLEVVA. All Rights Reserved
- 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 © 2017 CLEVVA. All Rights Reserved Move from specialists to Super Agents
- 16. © 2017 CLEVVA. All Rights Reserved 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) © 2017 CLEVVA. All Rights Reserved
- 18. Make the right decision. © 2017 CLEVVA. All Rights Reserved