DWS 2018: Lessons Learned from AI Pioneers

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Amelia has the potential to handle many tasks, and most organizations will choose to start with a limited set of functions and then expand.

At DWS 2018, AI pioneers shared lessons from their journeys

IPsoft Digital Workforce SummitArtificial Intelligence (AI) technologies have a history that goes back decades. However, only in the last few years have we seen the rise of mature AI solutions like Amelia and AIOps (formerly 1Desk) that have the ability to reinvent businesses from the ground up. Companies that are embarking on their AI journeys can learn from the experiences of innovative business leaders who are already years into their AI implementations. At Digital Workforce Summit 2018, several of these pioneers shared their AI stories.


Liberty Mutual Insurance

Brian Piccolo, AVP of Ecommerce, Liberty Mutual Insurance

The goal: Automating the quote-to-cash process for car insurance.

The journey: Liberty Mutual Insurance set out to combine the personalized consultative experience of a human agent with the speed and efficiency of a web or digital application. “Enter Amelia. Amelia can create an agent-like, personalized shopping experience for customers purchasing insurance online,” said Brian Piccolo, AVP of Ecommerce at Liberty Mutual Insurance. The insurer had an ambitious goal to train Amelia on a complicated customer-facing use case that involves leading customers through 25 to 30 questions in as efficient and comfortable way as possible.


BNP Paribas

Philippe Denis, Chief Anticipation Officer, BNP Paribas

The goal: Create a dynamic digital interface that would reduce the number of calls and queries while improving service quality.

The journey: The global banking company explored AI as early as 2011 and was first introduced to Amelia at a Gartner forum in Barcelona. Last year, they set up Amelia for a single use case to provide 24/7 omnichannel support for shareholders across the globe.

Lesson: Define Amelia’s scope at each step: Amelia has the potential to handle many tasks, and most organizations will choose to start with a limited set of functions and then expand later. The company split this process into three steps:

1) The first step for BNP Paribas was determining which features are most in demand. “How did we define the scope of Amelia? We did data collection,” explained Philippe Denis, the Chief Anticipation Officer with BNP Paribas. This process helped them determine the volume and type of requests that should be automated first.

2) Next, the company worked with clients to define the voice of the client and use that to build the UX. “Client experience is, of course, at the center of this new transformation,” Denis told the DWS audience.

2) Finally, BNP Paribas held workshops and demonstrations with clients to help define and validate future processes as they move forward.

When it comes to deploying new or cutting-edge enterprise technology, it’s never easy to go first. It takes determination, a willingness to learn and improve from failure as well as success, and relentless planning and focus. IPsoft’s AI Pioneers each display these characteristics, allowing companies in financial services and other industries to learn from their innovative example.


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