Amelia Helps Clients Solve Business Issues
A recent Computer Weekly (subscription required) article examines the complexities of IPsoft’s Amelia and the work IPsoft does for its clients. The piece describes Amelia as “something like the HAL 9000 in the science fiction classic 2001: A Space Odyssey,” (before Hal went rogue, of course). “This type of digital worker in enterprises holds the promise of cutting costs and improving productivity dramatically,” the author Karl Flinders writes.
What’s especially valuable about the Computer Weekly article is the deft delineation the author draws for readers between Amelia and other AI systems. “The ability to understand and respond to natural language is one of Amelia’s selling points,” Flinders writes. “Imagine Amazon’s chatbot Alexa or Apple’s Siri solving complex IT issues or completing important business processes, rather than turning the lights off or explaining Faraday’s law of induction and then telling you the capital of the Turks and Caicos Islands.”
The ability to understand and respond to natural language is one of Amelia’s selling points.
— Karl Flinders, Computer Weekly
This is a crucial point that bears repeating. Amelia is a digital colleague designed to handle business tasks on her own. We don’t view her as an assistant or a bot. When she’s hired by a company she’s there to serve an important role, just like a human hire would be. She’s trained to speak and respond with appropriate human emotion, and she’s adept at gauging emotion to ensure that she uses proper empathy when engaging with angry or frustrated customers. Amelia is a taskmaster that can be trained in a variety of financial services, insurance, and healthcare roles. You won’t find that level of complexity among any of the consumer AI that have become the mass media focal points within our industry.
Amelia and Helps Clients Solve Business Issues
To further this delineation, Flinders details the wide range of work Amelia does for clients, such as Spanish bank BBVA, insurance giant AIG, and mobile network operator Vodafone. He describes Amelia as “a banker, a tech expert, an HR manager or whatever a business wants it to be.”
The author focuses specifically on Amelia’s role at Vodafone, where she is available in seven countries of operation in three languages. Currently, 58% of contact to its IT services desk goes through Amelia.
“Right now, we have 20,000 chats with Amelia a month and 53% of chats are completed by Amelia without any human intervention and in the others, Amelia hands over to a human agent,” Karen Brunet, Technology Shared Services Director at Vodafone, tells Computer Weekly. “We believe that, in the next few months, we are going to increase this autonomy and think we will be closer to 65% completed by Amelia.”
We suggest you read the entire Computer Weekly article, which tackles many more important issues, such as the role of AI systems in healthcare, the future of AI spending, which vertical industries are likely to adopt AI the fastest, and more. After you’ve read the article, feel free to contact us to find out more about Amelia’s capabilities and how she might be able to help your organization improve business processes.