Artificial Intelligence (AI) is a truly transformative technology for the enterprise, with the potential to disrupt current business models and create new ones. As companies across multiple industries bring innovative solutions like Amelia into their operations, they are quick to discover what we at IPsoft know all-too-well: There’s no all-encompassing AI rule book — what matters is setting business goals and then discovering how AI can help achieve them. This is where IPsoft’s small army of delivery experts come into play.

As the Head of Cognitive Delivery for EMEA, Tracey Robinson is responsible for making sure companies generate the most business value from our industry-leading technologies. We spoke with Tracey as part of our ongoing series The Real Women Behind Amelia, where we highlight some of our stand-out colleagues working hard to define the future. She detailed how different customers approach their AI implementations, explained what she thinks is a pivotal missing piece from today’s STEM initiatives, and talked about the very versatile career path that led her to where she is today.

How would you describe your role?
As Head of Cognitive Delivery for EMEA, it is my responsibility to manage cognitive implementations portfolio across Europe. This means ensuring that Amelia is meeting the needs of our clients, solving real business problems, and generating value in the roles she is performing. Each day is a learning experience, which is super exciting.

As someone with a global view of the industry, do you find that people in different regions come with different expectations of AI?
There are certainly some locations and industries that are adopting AI at a more rapid pace than others. There is a lot of hype in the media around AIs – what they can do and can’t do. This has a big influence on people with how they relate to AIs in the context of business and society as a whole.

I’m very excited to see how AI will positively impact the world as we know it now.

In my role, it’s important to work with clients on managing expectations during the application of Amelia in the context of their business problem. Some clients want to move fast with big strategic goals to transform their organization, while others want to explore in more experimental settings to assess her impact.

What type of roles are customers most interested in Amelia for?
It varies across industries. Many clients start their journey by deploying Amelia to perform internal roles, such as IT service desk or HR. Other have deployed her to perform consumer-facing roles in insurance and banking. It really depends on the business problem they’re trying to solve.

What makes you excited about AI?
I’m very excited to see how AI will positively impact the world as we know it now. I’m eager to see AI evolve in areas such as humanitarian aid, and shifting healthcare to be more preventative and patient-centric. Also humans being allowed to do more purpose-driven work without being overburdened with mundane tasks.

What did you do before IPsoft?
I started my career in law enforcement in Australia, where I specialized as a criminal intelligence analyst. After 12 years of service, I started my own healthcare startup in Sydney, Australia. I later moved into insurance working as an Operation Risk Advisor and Innovation Partner for Suncorp Group. In 2016, I moved to New York to work in the cognitive technology space as an Engagement Manager. From there, I had the opportunity to join the IPsoft team — the rest is history!

How do you think we can get more women into a STEM field, and AI in particular?
Well, I like the idea of STEAM — Science, Technology, Engineering, Arts, and Math. I think we miss the Arts being the basis for the creative component, which is an extremely important aspect when developing cognitive agents and AIs. As for getting more women to the field, I think organizations with effective diversity and inclusion strategies are having an impact. We also need to be encouraging next generation females to the field.

What do you like best about working in this industry?
There are many things that I like about the industry. Seeing the shape-shift from human-only workforces to the workforces that include digital employees is one of my top five.


What is your favorite depiction of AI from science fiction?
Is now the appropriate time to say I’m not a fan of science fiction?

Name a technology you’ve recently come in contact with that made you think, “Wow, I’m really living in the future.”
I love my running apps like Strava. It’s perfect for me with the travelling I do. It keeps me motivated, connected to other runners and provides me with more heaps of data.

Name a scientist or innovator whose contributions inspired you.
Australian researcher John O’Sullivan and CSIRO who invented Wi-Fi. I might be biased being a fellow Australian, but seriously who can live without Wi-Fi these days?

What’s something your co-workers would be surprised to learn about you?
That I grew up on a rice farm in a small rural town in Australia: Coleambally!

Your last meal would be?
An Australian-style BBQ with a glass of Penfolds Bin 389.