The foremost ‘cognitive computer’ in the world is IPsoft’s Amelia. Amelia can, after two months of learning from her human colleagues, handle over 60% of support tickets on her own. What about after six months or a year of training? How long until most support staff are replaced by Amelia’s successors?
- Kairos Future: Automation – the Holy Grail of the 21st Century? November 2015
The latest release of “Amelia” by IPsoft is the closest we have seen to a commercial application of AI able to replace front office workers in a Contact Centre.
- Kinetic Consulting Services: The Case for Robotic Process Automation (RPA)