Customer Service: How IPsoft Amelia AI (Cognitive Computing) Improves Efficiency


Edwin Van Bommel, Chief Cognitive Officer for IPsoft, discusses the nuances of his role with Michael Krigsman, industry analyst and host of CXO Talk, and explains how IPsoft’s AI-driven digital employee, Amelia, contributes towards the optimization of his company’s customer service experience.

The conversation extends into breaking down how Amelia thinks as she resolves a customer issue and the different ways she can be deployed to positively impact an organization’s brand and business-wide productivity.

Last but not least, Krigsman asks Van Bommel what metrics are used to measure Amelia’s performance and what bit of advice he would give to potential early-adopters of AI.