Agents only know half of what they need to know to serve customers optimally

We know, from over 200 million interventions conducted in leading brands last year, that the average level of agent competence is just 54%, meaning agents only know half of what they need to know to perform optimally in their role. Our multi-award-winning AI – Clever Nelly – solves this challenge in under two minutes per day.

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Traditional approaches to agent training don’t work

Employees typically forget up to 80% of their workplace training within 30 days.

This impacts KPIs, customer service, efficiency, agent confidence, and can even increase employee attrition. Since traditional training methods often fail to solve this problem, you end up with inefficiencies and lower productivity as agents are constantly pulled away from their jobs for retraining.

For over a decade, our multi-award-winning AI – Clever Nelly – has been solving this challenge for global brands by improving and optimizing agent knowledge and competence in the flow of work in under two minutes per day.

Trusted by leading brands including

"Elephants Don’t Forget answered our challenge. How do we stay compliant whilst demonstrating continuity for our people in how they are supported. The AI is playing a crucial role in driving both these fronts globally across customer-facing divisions and our support functions."

"We have not identified a single instance where the AI has failed to improve employee knowledge and positively impact in-role performance."

"Clever Nelly has been instrumental in reinforcing our renowned approach to individual employee learning. It ensures we can continually embed key learning concepts and quantify the impact of learning on our KPIs."

"We’re constantly earning our reputation every day, so working the accounts the right way has become very, very critical. We’ve really found a way to improve the learner experience with Clever Nelly, high-risk failures are essentially gone, and fewer people-based errors are happening."

How it works

Clever Nelly is a multi-award-winning employee competence improvement platform.

It works in the flow of work, asking daily personalized training intervention questions that take less than two minutes to complete.

Typical Outcomes

On average, Clever Nelly improves agent competence by 65%, taking agents from the typical baseline of 54% to 89%. As a result, contact centers see significant improvements in KPIs, efficiency and customer outcomes.

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30%

Reduction in Employee Errors

20%

Reduction in Reportable Complaints

15%

Improvement in First Time Right

CSAT Improvement

30%

Speed-to-competency Improvement