Newsroom

Mar 29 2017
Media Inquiries

Daniela Zuin
Director of Marketing
daniela.zuin@ipsoft.com
US: +1 212 708 5521
UK: +44 (0) 7917 678 709

Analyst Inquiries

Rob Petrucelli
Director of Analyst Relations
robert.petrucelli@ipsoft.com
US: +1 212 708 5518

Press Releases

The Customer Experience Shift From Chatbots to Cognitive Virtual Agents

March 20, 2017

Boston and Cambridge, UK, March 20, 2017 — HfS Research, The Services Research Company™, today unveiled new research on the customer experience shift from Chatbots to Cognitive Virtual Agents. HfS’ new research report, entitled “Making Cognitive Real: The Transformation of Service Agents,” reveals that with automation becoming more sophisticated and intelligent, the emphasis is now moving beyond chatbots toward Virtual Assistants and Virtual Agents. The key differentiation is that Virtual Agents are progressing beyond simple Q&A services, toward being capable of executing complex processes and performing self-remediation...

The Customer Experience Shift From Chatbots to Cognitive Virtual Agents

March 20, 2017

Boston and Cambridge, UK, March 20, 2017 — HfS Research, The Services Research Company™, today unveiled new research on the customer experience shift from Chatbots to Cognitive Virtual Agents. HfS’ new research report, entitled “Making Cognitive Real: The Transformation of Service Agents,” reveals that with automation becoming more sophisticated and intelligent, the emphasis is now moving beyond chatbots toward Virtual Assistants and Virtual Agents. The key differentiation is that Virtual Agents are progressing beyond simple Q&A services, toward being capable of executing complex processes and performing self-remediation. These new advanced Virtual Agents can connect directly with applications and integrate with lower level capabilities such as desktop automation and RPA where these steps are part of a broader execution. The report finds IPsoft’s Amelia leading at the forefront of Virtual Agents. IPsoft has developed its Amelia platform as a virtual agent which is capable of analyzing language, understanding context and applying logic to conversations. Amelia automates interactions by integrating vast knowledge libraries into conversations to determine how best to help the customers she supports. She learns from each exchange and applies this knowledge to future dialogues. This approach aims at creating conversational, human-like interaction, that is unlike traditional chatbots. Two major enterprises currently implementing Amelia within their customer service organizations were interviewed for the research. 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.” “We are proud to see that the report highlights that Amelia is leading at the forefront of Virtual Agents and delivering business impact. Digital labor will provide a fundamental shift in the way that companies manage their operations and provide a platform on which it is possible to launch new services. We are just at the starting point in this cognitive revolution,” said Chetan Dube, CEO of IPsoft. The complimentary report is available for download.  

Webinar: Making Cognitive Real - The Transformation of Service Agents
Thu, Mar 23, 2017 11:00 AM - 12:15 PM EDT Register for the HfS Webinar About HfS Research HfS Research is The Services Research Company™ — the leading analyst authority and global community for business operations and IT services. The firm helps organizations validate and improve their global operations with world-class research, benchmarking and peer networking. HfS Research was named "Independent Analyst Firm of the Year for 2016" by the Institute of Industry Analyst Relations which voted on 170 other leading analysts. HfS Chief Analyst, Phil Fersht, was named Analyst of the Year in 2016 for the third time. Read more About IPsoft IPsoft automates IT and business processes for enterprises across a wide range of industries by deploying digital labor. Through its portfolio of world leading autonomic and cognitive solutions it provides services that allow its clients to secure competitive advantage. Headquartered in New York City, IPsoft has 18 offices in 15 countries across the world and serves more than 500 of the world’s leading brands directly as well as more than half of the world’s largest IT services providers. Read more about IPsoft Amelia at: www.ipsoft.com/amelia # # # Note to editors: Trademarks and registered trademarks referenced herein remain the property of their respective owners. MEDIA CONTACT: Daniela Zuin Marketing Director IPsoft daniela.zuin@ipsoft.com


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Opinion

The Future Composition of IT Departments

Allan Andersen, Director of Enterprise Solutions, IPsoft | March 22, 2017

It’s no secret that all businesses are in a race to become digital. As a result, IT organizations are being hit from multiple sides with automation and cognitive..

The Future Composition of IT Departments

Allan Andersen, Director of Enterprise Solutions, IPsoftMarch 22, 2017

It’s no secret that all businesses are in a race to become digital. As a result, IT organizations are being hit from multiple sides with automation and cognitive technologies, analytics with machine learning, Dev/Ops and new collaboration tools and models. Collectively this is changing the nature of work in an IT organization so profoundly we might not even want to think of it as an IT organization anymore. Most of the “manual work” in modern IT departments is being driven towards Digital Labor solutions. Repetitive tasks and activities are going to be highly automated and data-driven analysis will prioritize backlogs for new automations. More complex activities, such as root-cause analysis will also be semi-automated to a certain extent by autonomous learning. Simultaneously, there will be a greater need for more sophisticated collaboration via transdisciplinary teams to transform businesses with new innovative technologies and that requires new insight, new roles and new skills within IT. So, what are the roles and requirements in the future IT organization? New Roles in IT Some roles may already exist in some progressive organizations and in some cases this could be a part-time role, but there will be a greater focus on:

  • Data scientists for increased utilization of advanced analytical solutions to help continuously improve operations and performance.
  • Knowledge curators to maintain and update content which drives automation and fuels digital labor solutions.
  • Automation (Dev/Ops) engineers to build and rebuild automation as a core competency with quality assurance and reporting of impact.
  • Cognitive engineers to build and maintain virtual support agents which are operationalizing IT service delivery for business users.
  • Writers, linguists and business SMEs who understand how to translate technology to business terms.
  • User experience and digital labor solution designers to create intuitive solutions by augmenting the more technical development teams with insight around the end-user experience.
There will still be a need for business analysts, technology architects and brokers, working with “as a Service” providers, to offer the right combination of internal versus external services to deliver what the business needs. New Skills Needed In the future, IT organizations will work much closer with the business prompting a greater focus on skills that influence how effectively teams work together. Talent that draws on factors outside traditional technical qualifications will be increasingly important. As a result, there will be a premium on finding skills such as:
  • Communication and collaboration skills. The creation of multiple inter- or transdisciplinary teams will require all team members to actively participate and bring their unique technical and business skills.
  • Agile participation skills. Agile development approaches are already being used in many IT organizations and the incremental approach to continuous improvement is critical as traditional projects are being replaced with agile backlogs.
  • Combinatorial innovation proficiency. Competitive advantage often stems from combining new approaches, technologies or routes to market with existing ones. Having the ability to envision new ways to deliver differentiation is going to be an important trait.
Imagining even further out how digital labor solutions could impact work and collaboration, our recent FuturaCorp study highlighted additional capacities. Now, some of these skills may seem far-fetched, however the work environment is also going to be very different. Some of these new skills include sense-making, social intelligence, new media literacy, linguistic knowledge, lateral thinking and logical reasoning. For a complete list and explanation check out the report. And maybe the most important skill needed is the ability to unlearn existing skills, i.e. don’t expect today’s best practices to deliver competitive advantage in the future. Recommendations How do you hire for these roles and skills? Remember the old saying: “Attitude, not Aptitude determines your Altitude”. I still believe that attitude remains supreme because it is important from a collaboration perspective, however aptitude will be increasingly important. Tomorrow’s success is not going to be dependent on “hard work” but rather “smart work”, and it will be reliant on transdisciplinary collaboration and the ability to incorporate advanced technologies in differentiated ways.    


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Press Releases

Artificial intelligence from the T-Systems cloud, with IPsoft

March 17, 2017

Artificial intelligence as software as a service Broad spectrum of applications, including customer service and procurement T-Systems' "House of Clouds" has a..

Artificial intelligence from the T-Systems cloud, with IPsoft

March 17, 2017

  • Artificial intelligence as software as a service
  • Broad spectrum of applications, including customer service and procurement
T-Systems' "House of Clouds" has a prominent new arrival: starting right away, T-Systems, Deutsche Telekom's corporate customer arm, is offering IT services backed by artificial intelligence (AI). Technology of IPsoft, a leading provider of AI solutions, will be offered out of the cloud. To make this possible, T-Systems will integrate IPsoft’s AI platform, known as “Amelia,” within its portfolio. Amelia can significantly accelerate business processes, improve quality of services and offers constant accessibility (7x24). T-Systems will advise customers in using AI-based cognitive services, and will install and operate such services. During the course of 2017, the new services will also become available from the cloud. Amelia can communicate with people and other systems in real time and has a memory of previous interactions. Through targeted training, she can be continuously optimized and will continue to improve in performance as she learns through experience. The range of potential applications for such system is very broad and diverse. In general, specially trained cognitive services can be used in virtually any framework that involves data and processes. For example, they can support service employees in interactions with customers, especially in customer-care and service-desk contexts. Also procurement departments can be supported by AI systems. "Systems with artificial intelligence provide ideal impetus for the digital transformation process, and they are playing an increasingly important role in business competitiveness. IPsoft’s AI platform can readily be integrated in existing systems and easily be interconnected with sensors and large databases," explained Reinhard Clemens, member of the Deutsche Telekom Board of Management and CEO of T-Systems. "T-Systems' reputation for high quality IT services is very strong not only in Germany but across EMEA. Our technology will help T-Systems differentiate its services and claim its place as the leading European IT Services innovator in the market," noted Frank Lansink, CEO IPsoft Europe. Visit Us "Digitization. Simply. Make it happen" - experience our products and services live at CeBIT from March 20 - 24 at the Deutsche Telekom stand in hall 4, stand C38. Deutsche Telekom's entire presence at the trade fair is carbon-neutral: All CO2 emissions generated in setting up and operating the stand are offset fully by carbon-reduction projects abroad. Digitization thinkers and leaders discuss their hands-on experiences in top-class talk formats. Information about the program and participants can be found at telekom.com/cebit. Deutsche Telekom's entire presence at the trade fair is carbon-neutral – all CO2 emissions generated in setting up and operating the booth are fully offset by carbon-reduction projects abroad. Amelia will be shown on the Deutschland Telekom stand at CeBIT on Tuesday 21st March. About IPsoft IPsoft automates IT and business processes for enterprises across a wide range of industries by deploying digital labor. Through its portfolio of world leading autonomic and cognitive solutions it provides services that allow its clients to secure competitive advantage. Headquartered in New York City, IPsoft has 18 offices in 15 countries across the world and serves more than 500 of the world’s leading brands directly as well as more than half of the world’s largest IT services providers.


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Analyst Comment

Making Cognitive Real: The Transformation of Service Agents

March 20, 2017

In a new report, HfS Research documents how "market adoption of intelligent automation is accelerating significantly as service providers are building out broad..

Making Cognitive Real: The Transformation of Service Agents

March 20, 2017

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.” Fill out the form below to download the report.  

Webinar: Making Cognitive Real - The Transformation of Service Agents
Thu, Mar 23, 2017 11:00 AM - 12:15 PM EDT Register for the HfS Webinar  


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Press Releases

IPsoft’s Amelia Wins UK National Innovation Award for Live Chat 2017

March 9, 2017

London, March 8, 2017 — After a hard-fought competition, IPsoft has been announced the winner of the Live Chat Innovation category of this year’s UK National..

IPsoft’s Amelia Wins UK National Innovation Award for Live Chat 2017

March 9, 2017

London, March 8, 2017 — After a hard-fought competition, IPsoft has been announced the winner of the Live Chat Innovation category of this year’s UK National Innovation Awards. More than 100 senior executives from customer service backgrounds judged the competition entries over two stages to vote IPsoft as winner. IPsoft’s Innovation in Live Chat competition entry was centered on Amelia, a virtual employee who can take on a wide range of worker roles within an organization. Using advanced AI capabilities, Amelia is able to interact and sustain conversations with customers in a manner that is not confined to preset user instructions or keyword triggers, but in a way that is natural to the client. Her cognitive abilities also factor in human emotion allowing her to adapt responses and actions in line with the customer’s mood. “We are particularly delighted to have won this Live Chat Innovation award as the judges were highly experienced professionals who are shaping the next generation of customer experience,” said Steve Bill, UK Managing Director at IPsoft. “While cost and compliance are crucial business drivers, they lack the ability to drive differentiation in a crowded marketplace. Leading organizations crave differentiation. Amelia demonstrates how this can be achieved through exceptional customer engagement and delivering a game shifting experience.” Designed by the Directors’ Club United Kingdom to recognize emerging business technology and its impact on customer engagement, the National Innovation Awards celebrate the best examples of ground breaking innovation. “Across all four of the finalists' presentations we saw clear evidence that Live Chat is very rapidly evolving from a human-to-human interaction channel towards delivering a high-quality customer experience using virtual live chat agents. When customers click to live chat all they want are fast, accurate answers to their queries. The judges recognized the quality and sophistication of IPsoft’s Amelia as a virtual live chat agent,” said Jon Snow, Chairman, Directors’ Club, United Kingdom. About IPsoft IPsoft automates IT and business processes for enterprises across a wide range of industries by deploying digital labor. Through its portfolio of world leading autonomic and cognitive solutions it provides services that allow its clients to secure competitive advantage. Headquartered in New York City, IPsoft has 18 offices in 15 countries across the world and serves more than 500 of the world’s leading brands directly as well as more than half of the world’s largest IT services providers. Contact IPsoft Daniela Zuin, +001 212 708 5521 Marketing Director, IPsoft daniela.zuin@ipsoft.com


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