IPsoft
Developer IPsoft Inc.
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Amelia 3.4
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Use Cases

Meet Amelia, Your AI-based Wealth Management Expert

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Meet Amelia, Your AI-based Wealth Management Expert

Digitization in wealth management has quickly moved beyond regular investment and portfolio rebalancing to include a variety of other features, including customer onboarding, financial planning and most importantly intelligent advisory services. Larger more-established firms are making substantial technology investments to enhance current capabilities and stay ahead of the competition – most notably in cognitive advisory platforms.

Artificial Intelligence (AI) platforms have become a focal point for such investments, given AI’s ability to automate repetitive tasks, detect and analyze patters in data, and execute transactions. In a recent report on wealth management, Capgemini identified the expanded use of AI, cognitive systems and machine learning across the industry as the number one trend in wealth management. The report also notes the growing importance of using AI to deliver personalized advisory services, and execute complex transactions in real-time, in order to differentiate and exceed customer service expectations.

Hello there
Nice to see you!

amelia avatar

I need help selecting an investment portfolio.
Based on your income and savings, I would recommend a low-risk product. Would you like to hear more?

amelia avatar

Investing in IPsoft’s Amelia, the industry’s most advanced digital colleague, allows firms to stand out from competitors by bringing cutting-edge innovation into their wealth management offerings and advisory services.

We think [IPsoft’s] technology will be so good that users won’t really be aware of the implementation, they’ll just notice that it works and delivers benefits.

GERSON BENKER, VICE PRESIDENT OF IT OPERATIONS, CARESTREAM HEALTH, GARTNER SYMPOSIUM/ITXPO IN BARCELONA, 201

What Amelia Can Do

Traditionally, wealth management firms have used data mining and analytics, along with their own financial models and market experience, to advise customers on the best investments for their current and future needs. Amelia allows wealth management firms to supercharge their services; not only can she handle tasks such as customer onboarding and investment transactions faster than humans, she can make intelligent recommendations on how to optimally rebalance portfolios.

Account onboarding: Using her advanced automation and workflow abilities, Amelia can execute customer wire transfers faster than human agents and more accurately than other automated systems. Amelia’s integration hub allows her to tie into back-end processes at banks and financial institutions, so she can access the most up-to-date data and information. Amelia will receive a customer wire transfer request, submit it for bank authorization and verification,
confirm availability of funds and process the transfer (or reject the transfer if funds are insufficient).

Our customers still need human agents to lead them through complex activities like onboarding.

I can walk new clients through the process step by step and leave big stuff to your other agents. I’ve got your back.

amelia avatar

Client advisory services: In addition to onboarding, Amelia’s integration hub allows her constant access to multiple data sources and back-end business processes, so she can accurately present up-to-date investment balances and information. During her customer interactions, with her ability to learn, contextual awareness and advanced analytics, Amelia can look at market patterns and customer investment preferences and provide insight on potential investment choices, including current and historical data on fund and stock performance. She can provide alerts to customers advising them on new products that match their investment profile, and inquire as to whether they want to make any portfolio adjustments. Customers can be very wary about making any changes in their investment portfolios; Amelia’s emotional intelligence allows her to sense sentiment and emotion, so she can reassure customers that they’re making smart and informed choices. When necessary, Amelia can seamlessly hand off a customer to a human colleague and provide a full record of the interaction, so a customer does not need to repeat steps or inputs. Amelia can also assist a live advisor by providing analyses of market data and return rates, which can be used to give a customer a more personalized experience.

These services can be delivered through multiple channels on a platform that is available 24/7 and highly scalable, providing capacity to handle high volumes of transactions and information queries. With her ability to be trained in up to 100 languages, Amelia can understand everything from utterances to short phrases to complete sentences, so she can have natural dialogues with customers.

87%
CONVERSATIONAL ACCURACY
GLOBAL FINANCIAL SERVICE COMPANY PILOT PROGRAM

Results

As wealth management firms continue to embrace AI, Amelia can bring the kind of results that impact operations, customer experience and the workforce.

Amelia allows wealth management firms to stand out from competitors by bringing cutting-edge innovation into their offerings and advisory services.

Operational costs: Amelia’s ability to scale when providing onboarding and clients services means she can handle high transaction and inquiry volumes without human assistance – so she can quickly deliver operational savings that can be invested in other areas impacting employees, technology or the business overall.

Improved end-to-end customer experience: Expectations around customer service continue to climb, especially as wealth management firms bring on more digital capabilities and cognitive advisory services. Unlike static chatbots that are unable to analyze patterns over time, Amelia provides a richer personalized customer experience, thanks to her analytics, conversational ability and emotional intelligence. Not only can she perform with a high degree of accuracy, in some cases as high as 90%, but she can help human advisors identify upsell and cross-sell opportunities with customers looking for different investment choices.

Enhanced workforce: Amelia is deigned to take on repetitive work, and free up time for her human colleagues to deliver higher-value services and advice. When Amelia is unable to provide a solution or information, human colleagues can pick up exactly where Amelia left off in a conversation. Overall, this leads to a more efficient and specialized workforce and ultimately higher employee satisfaction rates, which cuts down on attrition.

Meet Amelia, Your Cognitive Payment Processing Expert

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Meet Amelia, Your Cognitive Payment Processing Expert

In a global economy, the ability to digitally deposit, transfer and track currency is essential. At this point, consumers have abandoned most paper-based, manual processes; some younger demographics have never used physical checks or rarely visit a bank branch. Consumers expect digital transactions to be secure, immediate and instantaneous – all executed on a variety of devices and through multiple channels based on their individual preferences.

A recent survey from ACI and Ovum shows that 89% of merchants expect an enhanced customer experience when they invest in payment platforms, and 79% said omni-channel services are crucial to achieve that goal. Along with these trends, Artificial Intelligence (AI) is emerging as a potential game-changer for payment technology in terms of speed, accuracy and customer service.

Hello there
Nice to see you!

amelia avatar

When will my payment to Jane Smith show up in her account?
If you made the payment before 5 pm, it will post today.

amelia avatar

Many banks view payment technology as vital to providing a more advanced customer experience, especially as consumers are now using multiple payments sources in their transactions. Recent regulatory changes allow consumers to provide banks access to all of their financial accounts, even if those accounts are not with that specific bank or financial institution. With payment information spread out across multiple systems, consumers, merchants and retailers have high expectations for seamless omni-channel capabilities – meaning they want services available through websites, mobile apps, platforms like PayPal and Venmo, virtual home agents, and peer-to-peer platforms like Slack and Facebook Messenger.

Amelia works as a digital colleague to deliver a better user experience and improve customer satisfaction in payment services, allowing banks to stand out from the competition with innovative capabilities.

[Amelia’s] emphasis on ‘conversations and empathic responses’ differentiates the software from more transactionally focused cognitive software.

AMELIA ENHANCES ITS EMOTIONAL, CONTEXTUAL AND PROCESS INTELLIGENCE TO OUTWIT CHATBOTS, NELSONHALL, AUGUST 2017

What Amelia Can Do

Amelia can elevate payment technology with a variety of features that easily scale to handle high transaction volumes. Along with an ability to process information faster than humans, Amelia provides highly personalized service that gives consumers confidence that their transactions are accurate and secure.

Transfer payments: Using her advanced automation and workflow abilities, Amelia can execute customer wire transfers faster than human agents and more accurately than other automated systems. Amelia’s integration hub allows her to tie into back-end processes at banks and financial institutions, so she can access the most up-to-date data and information. Amelia will receive a customer wire transfer request, submit it for bank authorization and verification,
confirm availability of funds and process the transfer (or reject the transfer if funds are insufficient).

Throughout the process, Amelia will keep the customer fully informed. Her self-learning and automated training capabilities give her the capacity to adhere to all necessary laws and regulations, so a customer’s data and privacy are protected and the bank remains in compliance. She also can learn new processes and requirements as needed.

Our customers are demanding the ability to handle finances through all their devices.

I’m available 24/7 through phone, web, and mobile. Oh, and smart speakers, too.

amelia avatar

Recurring transfers: Amelia can schedule regularly recurring transfers of a fixed amount, such as monthly mortgage payments, and direct debits for monthly utility payments that fluctuate, such as mobile or electricity bills. With her advanced analytics and contextual awareness, Amelia can prompt a customer on whether they would like to schedule such payments to avoid the hassle of requesting those transactions separately. Through her conversational interface, Amelia can walk a customer through the necessary steps, with all of the needed security requirements to prevent fraud and confirm the customer’s identity. Similarly, she can cancel or set up those payments at a new bank if a customer
switches financial institutions.

General payment queries: With her integration and context capabilities, Amelia can offer customers information on cancelling checks and payments, ordering new checks, and converting payments into different currencies. Amelia’s emotional intelligence allows her to display human-like understanding, so customers feel the interactions with their financial institutions are important, valued and personal.

88.06%CUSTOMER SERVICE SATISFACTIONMAJOR GAMING COMPANY CALL CENTER

Critically, Amelia can deliver her services 24/7 in an omni-channel environment, through whatever platform and device a customer prefers, including mobile phones, Alexa, Google Home, and Slack. She also can cross channels, so interactions commenced on one channel can be continued in another, and Amelia will maintain the conversation throughout the experience. Amelia understands and speaks in multiple languages, so she can communicate in a customer’s natural dialect and understand
sentences, phrases and utterances.

Results

Amelia brings new dimensions of customer service and efficiency to payment processing services, delivering real-life business benefits to banks and their customers.

Improved customer experience: As an intelligent and interactive platform, Amelia connects with customers in ways that static chatbots simply can’t, and she consistently drives higher overall customer satisfaction scores. Amelia also learns and improves over time, with accuracy levels as high as 90% on certain transactions and processes, and 92% on general queries.

Amelia securely verifies identity and accounts in a few easy steps.

Decreased wait time: Working faster than humans, Amelia can cut customer wait times in half or more depending on the transaction or query, thanks to her ability to integrate with back-end systems and automate responses. Reducing transaction and support resolution times engenders customer trust and loyalty, and helps build long-term customer relationships. Consumers keep coming back to Amelia because they know the experience will be swift and satisfying.

Positive workforce impact: Amelia is designed to work alongside human colleagues, not replace them. Amelia can handle routine tasks that often bog down human agents, and interfere with their ability to work on more engaging duties. When Amelia is unable to process a request, she passes it to a live agent who can continue the interaction with virtually no disruption, providing a quality service experience end-to-end.

Meet Amelia, Your Digital Mortgage Concierge

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Meet Amelia, Your Digital Mortgage Concierge

In this time of red-hot housing markets across the country, speed is of the essence for both homebuyers and lenders. Customers need quick pre-approval to know they can afford the home they want, or they risk losing it to competing offers. Following pre-approval, customers want the best possible mortgage rate, and they want their applications processed efficiently with no unnecessary delays. Lenders need to provide virtually instantaneous responses, with competitive rates and a high degree of customer service, or homebuyers will take their business elsewhere. All of this means that banks and insurance companies must consider new ways to serve consumers, stay competitive and deliver a high-satisfaction customer experience.

Pre-approval, mortgage applications, and mortgage payments are now mostly digitized processes. Consumers can research rates, file paperwork, finalize mortgage applications, receive approvals and submit payments online whenever they desire from their laptop or mobile phone. They want to work with companies that make data submission and revision as simple, error-proof, and transparent as possible. Meanwhile, banks and financial institutions need to keep up with the digital volume of mortgage-related interactions – such as data collection, information verification, and loan requirement oversight. Banks are looking for ways to minimize the cost-per-interaction and eliminate the likelihood of a processing error, all while building strong customer relationships.

Hello there
Nice to see you!

amelia avatar

Do I qualify for mortgage pre-approval?
Let me ask you a few questions and I can provide you an answer.

amelia avatar

Mortgage lenders are prioritizing investment in Artificial Intelligence (AI) to meet current market demands. As research from Bain1 points out, AI and automation are changing the financial services workforce, as companies target labor-intensive products like mortgages. Mortgage processors need technology that can capitalize on shifting consumer trends, grow the business and stay competitive – and AI is playing a key role.

IPsoft’s Amelia, the industry’s digital AI colleague, is in use at seven of the industry’s top insurance companies, bringing new levels of innovation for real-life business benefits.

[With Amelia] IPsoft fits companies looking to automate end-to-end customer-facing processes. IPsoft’s robust NLU and dialogue management, married to enterprise-grade security, make it a top pick for companies looking to do more than just answer questions.

FORRESTER RESEARCH: THE TOP 10 CHATBOTS FOR ENTERPRISE CUSTOMER SERVICE BY IAN JACOBS, JUNE 29 2017

What Amelia Can Do

Amelia is the optimal platform for mortgage lenders dealing with large application volumes. Not only can she collect, sort, and ingest data faster than humans, she can learn and improve over time, provide personalized service with a high degree of understanding and intelligence, predict consumers’ needs, and help them avoid pre-approval and mortgage application stumbling blocks.

Pre-approval: Using her automated training and advanced analytics, Amelia can handle mortgage pre-approvals in a fraction of the time it would take a human loan processor, and with greater speed than standard digital pre-approval tools. Through her ability to process inputted customer data, understand language and read a customer’s responses to select pre-approval questions, Amelia can provide a virtually immediate response on whether a customer qualifies. Amelia’s large repertoire of learning and self-learning tools means she will improve the pre-approval process, as well as denial and pre-approval accuracy, as she continues to handle more volume and learn from those interactions.

Mortgage application data collection: Amelia’s workflow and integration capabilities allow her to optimize end-to-end mortgage processes – from gathering and parsing application data, to verifying borrower information, to submitting the final file to the underwriter. Through her emotional intelligence and conversational interface, Amelia works with consumers to ensure that all queries are answered, all paperwork is submitted, and all necessary revisions are made – while employing a deft empathy that considers any potential customer frustration or confusion.

Mortgage applications take up a lot of time and resources.

I can streamline even the most complex processes. Your customers and I will handle most of it without you. I’ve got your back.

amelia avatar

Mortgage payment processing: Thanks to her semantic memory, Amelia can handle payment processing from start to finish, including issuing digital and hard copy statements, and ensuring payments are recorded properly (including any extra payments a homebuyer wishes to make). Because of her increased agility, Amelia can pivot to different business processes or conversations as needed, and she can use her episodic memory to attribute unidentified payments to the appropriate account, even when payments are made without associated account numbers.

These services can be delivered on a platform that is available 24/7 and highly scalable, providing limitless support capacity so a customer never waits long for pre-approval or information on mortgage applications. Amelia understands and speaks in multiple languages, recognizing everything from full sentences to short phrases, so she can naturally engage with consumers. Amelia also works across channels; customers can start a conversation via voice, laptop, mobile apps, messaging platforms like Slack, or virtual home assistants like Alexa and Google Home, and move conversations between those channels. Amelia will pick up right where she left off, with no need for customers to repeat previously submitted information.

From 10 to 3MINUTES OF AVERAGE CALL TIMEMAJOR GAMING COMPANY CALL CENTER

Results

Faster mortgage processing: Using Amelia’s exceptional workflow capabilities, data collection that in the past might have taken days or weeks can take only minutes; that information can then be processed just as fast, far quicker than humans or automated voice systems. Low-level chatbots simply don’t possess Amelia’s ability to handle real-time transactions through complex conversations.

Amelia removes repetitive tasks to streamline customer service interactions.

Smarter pre-approvals: With her ability to learn from every processed application and advanced analytics of customer data, Amelia improves the mortgage pre-approval process and overall execution times. Amelia can reduce overall mortgage processing times by up to a factor of 4x per 100 processed applications.

More time for human workers to tackle advanced issues: By working with customers to resolve simple issues such as missing documents or data input errors, Amelia frees up human mortgage processors to handle more intricate issues, such as nuanced requests from underwriters. By collaborating with her human colleagues, Amelia can accelerate connections between virtual and live agents, ensuring high quality customer service and elevated customer satisfaction.

Improved customer support: Amelia’s emotional intelligence and ability to self-learn enable her to guide applicants through what can be a nerve-wracking process. Through her ability to read facial expressions and customer tones, Amelia can empathize and assist in a reassuring and satisfying manner.