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.
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.
Marie Angselius Schönbeck, +1 737 247 3101
Global Head PR