COVID-19: Supporting our customers with urgent communication

Clevertar – supporting our customers with urgent communication through the COVID-19 crisis

At Clevertar, we believe that consumers should be able to access important information in the most efficient way possible. The COVID-19 crisis is impacting us all in some way and its devastating effects are being seen all around the globe. We are working with our customers to provide important and up-to-date information to their consumers in a way that’s convenient, friendly and empathetic.

How we’re working with Government
South Australians can now access instant and authoritative answers to their COVID-19 queries thanks to a chatbot developed by Clevertar.

Available via www.sahealth.sa.gov.au, the chatbot ‘Zoe’ can answer a range of common COVID-19 questions and help users find the information they need through guided conversation.

At a time when demand for health related information has increased exponentially, Zoe is able to work around-the-clock to answer questions and help South Australians follow official health guidelines, Clevertar CEO Tanya Newhouse said.

“We are proud to be assisting SA Health to alleviate some of the pressures on the health system, allowing their vital staff to triage more complex enquiries and make sure everyone has access to accurate and timely information about COVID-19”, Tanya said. 

The South Australian Government’s Consumer and Business Services (CBS) and SA.gov.au has deployed a Clevertar chatbot to assist landlords and property managers with tenancy and rental enquiries. Through our Natural Language Understanding (NLU), we were able to establish that a significant number of enquires being made to ‘Claire’ were regarding the COVID-19 crisis and specifically how it related to tenancy and rental matters. (For example, ‘how does home isolation affect regular inspections?) In working with the team at CBS, Clevertar rapidly deployed a conversation stream that caters specifically for this type of enquiry, and direct users to the resources they need to assist them relating to COVID-19.

Business to consumer support
In another Clevertar installation, telecommunications provider MATE has been successfully utilising a chatbot named Grace to assist customers with technical and sales enquires. As a result of the COVID-19 crisis, the team at MATE had to change the way in which they operationalise their customer support team which resulted in some changes to service for consumers. Grace was modified to provide MATE’s consumers with information on customer service availability upon the very first interaction and was implemented within a matter of hours.

The Clevertar platform has been designed specifically for the fast implementation of content. Our team are always there to assist our customers in content creation and updating, both during planned and in this case un-planned situations, like COVID-19.

If you would like to speak to us about how we can help your business automate conversations and rapidly extend your customer sales and support, please contact us here.