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Customer Engagement Platform

CodeBaby Intelligent Virtual Assistant

total choice. total engagement.

The CIVA customer engagement platform blends 5th and 6th generation virtual assistants with web APIs to create engaging, rich online experiences. CIVA operates as an overlay and is delivered seamlessly to any website, CRM, or ERP without web server tool limitations and minimal reliance on IT support — with just one line of code. It’s just that easy.

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virtual assistants

The virtual assistant carries the persona and the intelligence driving the customer experience. Which avatar experience chosen depends on the audience, platform or objectives.

display

CIVA 2D is a non-animated two-dimensional character. Static images show different gestures and facial expressions when interacting with users. Choose speech with text or text only.

CIVA 3D is a fully animated three-dimensional character. It will have a full range of motion capture (mocap) gestures and enhanced facial expressions. Choose speech with text or text only.

CIVA Voice is a non-character virtual assistant that gives all of the benefits of speech and text or text only, special effects, and calls-to-action to accomplish online objectives.

CIVA Text is a non-character virtual assistant that provides text only communication, special effects, and calls-to-action to accomplish online objectives.

speech

NLR or natural language response can be used in combination with any character manifestation. Natural language response uses sophisticated statistical modeling to identify key phrases and looks for a match in a list of example phrases that have known meanings. This type of technology allows customers and the virtual assistants to use everyday language to accomplish self-service objectives.

CLR or conversation language response uses scripted conversations (speech and text or text only) based on action paths, menu driven options, and calls-to-action. The conversations are carefully crafted to match the organizational culture and target audience. CLR can be used in combination with NLR to drive specific behaviors while allowing for everyday responses from the audience and virtual assistant.

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experience streams

Experience streams are a combination of avatars, conversational scripts, wizards, props, interactions, dialog boxes, calls-to-action, and navigational maps. The client services team learns about your audience, goals, content, and organizational culture. Through careful analysis, they create experience streams that reflect the brand and appeal to your customer base. On the next few pages, each component will be reviewed in more detail.

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experience streams: character combos

Choose from over 500 character choices with a wide range of lifelike or cartoon males and females, varying ages, body frames, and cultural and nationality identities. Select from almost an unlimited combination of clothing, texture, hair, and uniforms. By custom order, 3D artists can create tailor-made motion capture or manual gestures to match movements specific to the audience and organizational needs.

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experience streams: video/scenes

script import recording and animate place video “conversations” into segments

Our client services teams ensure the organizational personality comes through in the words, gestures, and expressions. Creating conversation videos are very much like making a TV or movie production. The experience stream is comprised of a script, professional audio, character animation, and adding those videos into proper segments.

After crafting the script and recording the scenes, the animation of the character takes place in our award-winning software called Studio. Once the scenes are exported, they are uploaded into our proprietary development tool which enables the client services team to program the video segments to play right on cue.

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experience streams: wizards

Wizards entail creating guidance on an already existing form or application or creating a new one to meet objectives. CIVA integrates with already existing help buttons and provides additional voice or text explanations. Customers can be walked throughout the entire process or access CIVA only when needed. Think of it as a second pair of eyes which encourages users to stick with it and complete the transaction.

navigating complex selections

lengthy applicationshopping/ add-to-cart

custom questionnaire

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experience streams: props

The CIVA solution comes with props that illustrate intent, give instructions, emphasize multimedia, act as online tools, or display product images.

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experience streams: dialog boxes

Dialog boxes are almost as unlimited as character choices. CIVA is able to integrate ecommerce options, serve up web pages, provide forms, display appointment setting options, and much more. Client services ensures prominent calls-to-action and menu options for popular navigation choices. And all boxes are branded with the logo and online color palette.

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experience streams: calls-to-action

Calls-to-action enable customers during the self-service process or prompt them to take specific actions during the virtual assistant conversation. The conversation is precisely timed with the call-to-action so users take next steps, learn about the website, read important information, fill out forms, and accurately complete transactions.

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experience streams: navigational mapping

In addition to creating engaging and interactive conversations, the client services team determines how to best optimize the overall experience. Based on their analysis of the website and through discovery analysis with your team, they create a map of all possible navigation pathways. In turn, this involves creating conditional conversations, options for “park” and “unparking” conversations, idle timing and gestures, and conversation completions.

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APIs and mashups

CIVA integrates with any knowledge base, chat, callback platforms, CRM or ERP systems. The proprietary CodeBaby Delivery Manager (CDM) intelligently manages the virtual assistant experience by deciding which content to load, which integration to enable, or where to interact. When necessary, the CDM can even pre-load content, thereby ensuring a smooth, real-time experience. Additionally, all CIVA content is the last to load, so there is no website or platform conflict.

Integrates with any proprietary knowledge base, CRM, or ERP system. No IT resource dependency. Delivered directly to the web browser via one line of code.

Expands self-service to social media channels or other Internet enabled services like Google Maps. Can connect users or bring those features into the virtual assistant dialog box.

Offers multiple contact channels and escalation capabilities including live chat, callback, callout, email, message, and appointment requests.

Interacts with website components such as forms, buttons, menus, and navigation to engage and help users make efficient, well-informed decisions.

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analytics

Use the power of CodeBaby Analytics to track and measure related metrics. For in-depth analysis, there are several detailed reports - Clicks, Keys, Pages, and Videos. The client services team in partnership with your organization sets goals and event metrics to adhere to KPI’s at the time of CIVA provisioning. Weekly email alerts, detailed monthly, and executive summaries are included in the CIVA subscription.

sample metrics*

‣Visitors: Views the total number of unique individuals that accessed the website and can be tracked by CIVA.‣Clicks: Total number of times a visitor used a CIVA optimized interaction such as clicked a link or web page.‣Page Views: Total number of times CIVA enabled web pages were viewed by visitors.‣Page Assists: Total number of times CIVA services were used.‣Key Events: Details on goals and key events performed by customers.‣Videos: In-depth breakdown of all CodeBaby videos and segments viewed by customers.‣Impression Hours: Total time in hours CIVA was available and viewed. *each of these metrics can be drilled down to provide detailed reporting

managed services include:

• customized account setup• A / B split testing• multiple goal and key events metrics• monthly executive summary with analysis

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Ready to learn how the Customer Engagement Platform can help you achieve online objectives?Contact us for more information, for a personalized demo, or ask for a free assessment that helps you provide the business case and data points to articulate the value of implementing a CIVA solution.

CIVACustomer Engagement Platform

Request a Demo

Call +1 877.334.3465

Email info@codebaby.com

Go to codebaby.com/customer-engagement-platform/

© 2014 CodeBaby.com, Inc. All rights reserved.

About CodeBaby: CodeBaby Corporation is a global customer engagement technology company founded in 2001 by two Canadian physicians turned gaming entrepreneurs (former CEOs of Bioware and executives of Electronic Arts). Leveraging emotional engagement and gaming expertise, CodeBaby’s solutions drive engagement and retention for Fortune 500 customers within healthcare, financial services, banking, and eCommerce. Follow us @CodeBaby.

Written and Designed by Audrey Dalton, Director of Content Marketing