Newsroom

Sep 19 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

Events

IPsoft brings Amelia to 2017 Gartner Symposium/ITxpo, Orlando, October 1st -5th

August 29, 2017

  Visit IPsoft to start a conversation with Amelia and reimagine your IT and business processes   Meet Amelia in IPsoft’s AI Experience Zone When: All Week Where: Booth 505, Atlantic Hall, Walt Disney Dolphin With Amelia on your team, you have the opportunity to transform customer experience, increasing satisfaction for your existing customers and attracting a new population of customers more efficiently than ever. In our Experience Zone you'll be able to step into the customer’s shoes and have your own conversation with Amelia in the Banking, Insurance and Retail Zones. In our Enterprise Zone, see how..

IPsoft brings Amelia to 2017 Gartner Symposium/ITxpo, Orlando, October 1st -5th

August 29, 2017

 

Visit IPsoft to start a conversation with Amelia and reimagine your IT and business processes

 
Meet Amelia in IPsoft’s AI Experience Zone
When: All Week Where: Booth 505, Atlantic Hall, Walt Disney Dolphin With Amelia on your team, you have the opportunity to transform customer experience, increasing satisfaction for your existing customers and attracting a new population of customers more efficiently than ever. In our Experience Zone you'll be able to step into the customer’s shoes and have your own conversation with Amelia in the Banking, Insurance and Retail Zones. In our Enterprise Zone, see how employee productivity can soar when Amelia steps in to provide HR and IT support at scale.  
Meet our AI Experts in IPsoft’s Learning Lab
When: All Week  Where: Booth 349, Atlantic Hall, Walt Disney Dolphin Prepare to embark on your AI journey by learning from the insights of our expert team. In our regular schedule of talks, they’ll be sharing best practice insights for AI mobilization and taking you behind the scenes of Amelia’s brain. Learn more about: - Skills and expertise used to train Amelia - Integrating AI for maximum impact across channels and platforms - How to optimize workflow between your human and digital workforce - Industry close up sessions for Banking, Insurance, Retail, Healthcare - Enterprise close-up sessions for IT, HR and Accounting  
Redefining IT in the Era of AI Digital Labor
When: Tues, Oct 3, 3:45 p.m. – 4:30 p.m. Where: Southern III, Walt Disney Dolphin AI is set to revolutionize IT operations as we move from legacy structure to end-to-end automated IT operations. We ask senior business leaders who are pioneering adoption of AI to share their vision for the future and discuss how this transformation will impact IT leadership and organization models. Speakers: - Rich Pierle, CIO, Becton Dickinson - Jennifer Hewit, Head of Global Service Desk, Credit Suisse - Mike Giresi, CIO, Aramark - Chetan Dube, CEO, IPsoft - Jonathan Crane, Chief Commercial Officer, IPsoft  
Teaching AI to Support Your Business with Amelia
When: Tues, Oct 3, 6:00 p.m. Where: ITxpo Stage 1, Atlantic Hall, Walt Disney Dolphin How do you train a digital employee? Learn about steps your organization will walk through in order to teach Amelia a new role. Watch her learn in real-time and hear how to create an ongoing training program that will make her your team's top performer. - Ben Case, Cognitive Business Architect, IPsoft  
Moving from Transactions to Conversations: Customer Experience with Amelia
When: Weds, Oct 4, 10:15 a.m. – 11:00 a.m. Where: Southern III, Walt Disney Dolphin When a brand sets its vision on customer-centricity every interaction provides an opportunity to provide an outstanding experience and create a lasting relationship. AI agents that hold conversations rather than simply carry out transactions are playing a critical role in shaping a new brand experience. In the search for a new way in which to absorb peaks in customer queries in real-time, Electronic Arts has taken the company’s player-first values into the heart of its service approach and paved the way for Amelia to support gamers around the clock. Speakers: - Matt Tomlinson, Global Director of Innovation, Customer Experience Labs, Electronic Arts - Edwin van Bommel, Chief Cognitive Officer, IPsoft More information on Gartner Symposium/ITxpo, Orlando. Schedule Time Onsite With An IPsoft Expert Or Feel Free to Call at US +1 212-708-5135


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Opinion

Setting the Proper AI Expectations

Benjamin Jacob, Vice President & General Manager, IPsoft Canada | September 14, 2017

How do you balance winning support across the business for implementation of radically new technology with the risk of unrealistic expectations being set by the..

Setting the Proper AI Expectations

Benjamin Jacob, Vice President & General Manager, IPsoft CanadaSeptember 14, 2017

How do you balance winning support across the business for implementation of radically new technology with the risk of unrealistic expectations being set by the community you are trying to influence? This is the dilemma facing many digital leaders and CIOs leading breakthrough implementations of AI. Artificial intelligence and its role within business operations is still an evolving topic. While enthusiasm for adoption is high, it’s critical that the first experience of AI is positive. Rushing into an implementation without defined goals from the start, with a profoundly transformative technology like artificial intelligence, only sets up a deployment for failure. Here are some questions potential AI pioneers should be asking themselves before mapping out unrealistic objectives: “What are the short term and long term gains we desire?” While this an obvious question to ask with any endeavor, often times the ultimate goals can be lost as people start envisioning the “art of the possible” with AI. The management of expectations is hugely driven by the sort of adoption environment an AI-powered solution is placed into. Similar to what’s mentioned in Ovum’s latest report “IPsoft’s Amelia: More than a chatbot”, are executives at a company more enthused over cost-savings, or are their objectives much more ambitious than simply reducing operational costs? Of course, AI can deliver immediate monetary impact to an organization, but the real ROI comes in down the road—cost savings is only scratching the surface of AI’s range of possibilities. As a technology capable of completely altering the way customers interact and how business processes are handled, artificial intelligence possesses the potential to not only refine one aspect of an operation, but rather transform and create a new type of business ecosystem all together. “Now, do I have an ideal use case in mind?” Once an enterprise is ready to take on an AI implementation, the next step in the process involves choosing what will be the best possible use case to start off the pilot program phase. The key is to begin small and create a roadmap for the future where more business cases can stem from the initial one. The emphasis on starting with a small use case comes from a place of caution because for most companies the deployment of artificial intelligence is a first and there is no precise way to determine how the presence of AI will affect adjacent business areas. It’s a learning experiment so to limit the scope of any unwanted side effects, use cases should be kept small and controlled. It is also important to make sure an impactful business case is chosen. Select a use case that will turn heads upon its successful completion and generate more momentum behind the AI initiative. For example, Tom De Carlo, Managing Director, Head of Client Services at UBS, explained during our Digital Workforce Summit that instead of going for a simple use case with Amelia, he opted for a more challenging task that showcased her cognitive capabilities. Amelia was trained in a pilot to assist customer-facing assistants in working through the information needed to determine which documents need to be filled out by a policyholder’s family members in order to disburse a deceased customer’s funds. For UBS it was important to show that Amelia could add value even in demanding and complex roles. This has paved the way for teams to assess Amelia for additional roles within UBS. As this prime example depicts, by building internal confidence in the application of AI, executives can expand their program into other business areas and encourage collaboration on how AI can transform processes. Introducing AI into a business operation is a delicate process that needs to occur incrementally and, more importantly, the vetting process for electing the ideal use case should be as thorough and well-substantiated as possible. “Do I have the right team and do they have the bandwidth?” AI’s long term effects are most prevalent in the customer experience space where future competitiveness is set to be decided. To formulate a CX approach that will differentiate itself from competitors and exceed customer expectations, the foundational work needs to be done now. To fine tune an AI-powered cognitive agent to interface with customers on a variety of customer service topics, subject matter experts will need to be involved directly in training the new virtual employee on how to resolve different business scenarios. These subject matter experts need to be complemented with technical support from the technology provider so at least in the early going, the deployment of a digital employee can proceed smoothly. An initial deployment team calls for implementation architects who will prepare a virtual agent for live interactions by refining its conversational readiness and project leads to ensure the right benchmarks are being reached as the go-live date approaches. Without a well-built and orchestrated team, a virtual agent could take several months to deploy or worse yet, could be sent into live production prematurely. Augmenting your own implementation team with an AI provider’s skills and expertise is something every first-time adopter should strongly consider. By focusing on impactful outcomes and leveraging an internal and external set of expertise, the benefits of artificial intelligence can be had in your enterprise.


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Press Releases

Ovum Report Describes Why IPsoft’s Virtual Agent, Amelia, Can Deliver More Value Than a Chatbot

September 12, 2017

NEW YORK, September 12, 2017 – In a new report published by market analyst firm Ovum, analysts highlight best practice approaches to employing IPsoft’s AI platform,..

Ovum Report Describes Why IPsoft’s Virtual Agent, Amelia, Can Deliver More Value Than a Chatbot

September 12, 2017

NEW YORK, September 12, 2017 – In a new report published by market analyst firm Ovum, analysts highlight best practice approaches to employing IPsoft’s AI platform, Amelia, to deliver business impact. The report, entitled “IPsoft’s Amelia: More Than a Chatbot,” reviews lessons learned by early adopters of Amelia and gives assurance that cognitive technology can increase commercial advantage and improve customer interactions in activities like banking, insurance, and mortgage processing. Expanding on the collective wisdom of executives presenting at IPsoft’s recent Digital Workforce Summit, the report offers over a dozen themes that should be considered by all first-time adopters of artificial intelligence. Insights drawn from Ovum’s analysis include:

  • Amelia’s value lies not in quick cost savings, but more holistic changes to business processes. Ovum states, “Amelia’s suitability is more likely to be maximized when deployed as part of organizations’ broader strategic aims like improving the customer experience, or perhaps when enabling entirely different channels of user engagement – for example, voice-activated/headless user interfaces (HUIs) such as Amazon’s Alexa."
  • Educating teams about the difference between chatbots and AI is an essential starting point so that SMEs at all levels can spot opportunities for the technology to make improvements.
  • Deploying AI requires a different mix of skills than conventional software deployment. Ovum states, “Good teams have a mix of product, process and industry knowledge between them to tackle the individual processes competently.”
  • Ensure clear KPIs are set out from the start to capture impact of AI and provide a foundation for building on early success.
Chetan Dube, President & CEO of IPsoft, remarks, “As Ovum notes, enterprises are integrating Amelia into their strategy in a variety of production roles, highlighting her ability to impact positively not one but multiple business areas within their organization. Compared to non-adopters of AI, trailblazing companies like these are better prepared for the wave of AI transformation that is set to take hold of both front and back office operations.” Read further analysis about strategies for successful deployments of Amelia in the full Ovum report, through this link. 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, IPsoft 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, +1 212 708 5521 Marketing Director, IPsoft daniela.zuin@ipsoft.com


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Press Releases

IPsoft Introduces IPcenter Certification Program for Clients and Partners

September 6, 2017

Certification addresses high market-demand for skilled IPcenter resources that drive IT benefits of automation NEW YORK, Sept 6, 2017 — IPsoft has announced a tiered..

IPsoft Introduces IPcenter Certification Program for Clients and Partners

September 6, 2017

Certification addresses high market-demand for skilled IPcenter resources that drive IT benefits of automation
NEW YORK, Sept 6, 2017 — IPsoft has announced a tiered certification program for engineers training to use IPcenter, the company’s leading autonomic ITSM platform. IPcenter’s growing popularity amongst end-user client organizations and IT service providers is fueling demand for engineers capable of leveraging the sophisticated capabilities of this multi-layered platform in order to increase efficiency, responsiveness and quality across their IT environment. IPcenter was recently named as the top leader in IT Operations Automation by industry analyst Everest Group. The certifications offer IPsoft clients and partners the ability to learn and demonstrate their expertise in using autonomics to save their organizations time and money. Several tiers will be available, Associate through Expert and Automation. Each certification will have technical preparation courses provided by IPsoft trainers. In addition to demonstrating the level of mastery individuals have achieved in utilizing the IPcenter environment, the course will also give engineers a deep understanding of how intelligent automation can be used to drive efficiencies and collaboration between virtual and human engineers to build a highly automated IT infrastructure. “With IPsoft certifications clients and partners can be confident that staff understand how to take full advantage of a digital labor solution. Knowledge gained will empower clients and partners to build and maintain their own Autonomic Center of Excellence within their organization,” said Allan Andersen, Director of Enterprise Solutions at IPsoft. “Unlike, preparing simple scripts, developing intelligent automations requires insight into and understanding of the entire end-to-end process. This is a critical skill for tomorrow’s engineers that can be acquired through training and mentorship.” The first certification to be released is the IPcenter Certified Associate (ICA). The course involves a half-week instructor-led class, IPcenter Fundamentals, followed by an exam to test users’ competencies in operating within an IPcenter environment. Further certifications to be released in the series will target advanced level IPcenter and IPcenter automation:
  • IPcenter Certified Professional (ICP): a certification that measures an IPcenter engineer’s advanced knowledge of IPcenter architecture, administration, configuration, ticket monitoring and management.
  • IPcenter Certified Expert (ICE): a certification that measures an IPcenter engineer’s expert level knowledge of IPcenter design, implementation and management.
  • IPcenter Automation Expert (IAE): a certification that measures an IPcenter engineer’s understanding of how to develop virtual engineers, use of best practices of automation and the “art” of writing autonomics.
“We are excited to be able to offer a robust program that increases the supply of IPcenter skills within client and partner organizations,” said Carol Guzzo, IPsoft’s Director of Training. “Our focus is on preparing engineers to use IPcenter to its fullest and prove the business impact they can have by improving efficiencies within their organizations.” About IPsoft IPsoft automates IT and business processes for enterprises across a wide range of industries through the use of 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 offices in 18 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 Daniela Zuin, Tel: +1 212 708 5521 Marketing Director, IPsoft daniela.zuin@ipsoft.com


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Analyst Comment

Ovum Commends Outstanding Use Cases for Amelia in “IPsoft: More Than A Chatbot” Report

September 11, 2017

In this recent report published by Ovum, analyst Miriam Deasy recognizes IPsoft’s pioneering customers who are leading the way towards transformation into AI-enabled..

Ovum Commends Outstanding Use Cases for Amelia in “IPsoft: More Than A Chatbot” Report

September 11, 2017

In this recent report published by Ovum, analyst Miriam Deasy recognizes IPsoft’s pioneering customers who are leading the way towards transformation into AI-enabled digital businesses. Swedish bank SEB leads the way in increasing “commercial advantage” and improving “customer interactions in activities like banking, insurance, and mortgage brokering.” The report also commends IPsoft and its customers for focusing on people first, beginning with key leadership focusing on change management. Download the report


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