In a new report, HfS Research documents how “market adoption of intelligent automation is accelerating significantly as service providers are building out broad capabilities and organizations are increasingly setting up centers of excellence for automation.”

HfS describes the continuum on which virtual agents can be measured, and where IPsoft’s Amelia is viewed as a frontrunner. The report highlights interviews held with two two major enterprises currently implementing Amelia.

According to HfS Chief Analyst and CEO, Phil Fersht, “The most captivating value of cognitive automation, in today’s consumer-centric enterprise, is the rapid emergence of the virtual agent, where customer engagement is enriched without heavy incremental investments in support staff. This isn’t about replacing a real customer service rep with an avatar; it’s elevating the existing customer experience.”

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Webinar: Making Cognitive Real – The Transformation of Service Agents

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