“Artificial intelligence (AI) and specifically, intelligent virtual assistants are enabling companies to boost their brands at scale and deliver a seamless customer experience that joins up all touchpoints including telephone, email and online interactions,” IPsoft’s Managing Director for the UK and Ireland Martin Linstrom commented in a recent post on the UK IT news site, Silicon UK.
The article, titled “The Business of Bots: Beating the Turning Test” by author David Howell, explores the many ways AI-powered automation is transforming the way business is done. One trend of particular promise is the rise of advanced cognitive solutions, which can automate complex, human-like engagements with users. These technologies, as explored in the post, are having an impact across multiple industries.
“Insurance firms and banks are already leveraging customer-facing AI solutions to great effect today,” Linstrom said. “Many of them are in fact seeing increased customer satisfaction rates despite removing the human-to-human contact element. For example, since implementing IPsoft’s AI solution, Amelia, SEB, a leading Nordic bank, has been able to avoid 544 hours of escalations to customer support with an average handle time of six minutes. What’s more, Amelia has reached a 90% accuracy rate in immediate intent recognition which has meant a faster service delivery to customers and soaring customer satisfaction.” (You can read more about SEB’s implementation here.)
Of course, AI does more than optimize processes; it can also have a profound impact on employees by freeing them from rote processes so they can concentrate on building business value through their uniquely human qualities such as creativity, empathy and problem solving. Many enterprises are already building this hybrid workforce which, as Linstrom puts it, is what happens “with human and digital colleagues working together to augment and improve our experience of work – [it] will be key to the future of work. Interacting through a cognitive human-like interface, employees could work directly with virtual assistants to automate the low-value work.”
You can read the full article here.