The Next Generation of Virtual Assistants

3 minute read

Gartner predicted 2022 would be the year of advanced virtual assistants. Here’s how Amelia is leading the way.

Those who have interacted with Amelia, our Conversational AI solution, know that virtual assistants (VA) have advanced significantly since the early days of chatbots. Whereas talking to an outdated bot makes one feel frustrated, confused and angry, today’s premier virtual assistants help resolve increasingly complex requests with ease.

We’ve only scratched the surface of what virtual assistants can accomplish — and the technology continues to rapidly advance.

In a report released last year, Emerging Technologies Round Up: Virtual Assistants Advance to Tackle Complex Knowledge Work, Gartner predicted "the year of proliferation of advanced VA with increasing intelligence will be 2022.” While Gartner doesn’t anticipate VAs will achieve “Superior” (or Level 5) intelligence any time soon, the firm says the intelligence maturity of today’s VAs is somewhere between intermediate (Level 2) and advanced (Level 3). Some of the most notable capabilities of advanced VAs mentioned in Gartner’s report include integration with enterprise systems, omnichannel capabilities, self-learning, and “3D AI-powered avatar[s]." (If you are a Gartner client, you can access the full report here.)

It’s no surprise, then, that Amelia is regularly recognized by third-party analyst firms as a VA leader, as she possess all of these capabilities that are applicable across various industries. Amelia’s vertical expertise is especially notable given that, according to Gartner, in 2021 less than 5% of all VAs were domain specific, a percentage expected to grow during the next few years.

Given some of Gartner’s recent findings, here’s how Amelia checks important boxes when it comes to essential VA functionality, illustrated by our clients' deployments:

Integrated Experiences

Resorts World Las Vegas is the first integrated resort to be built on the Las Vegas Strip in more than 10 years. The resort features 3,500 guest rooms and suites, top food and beverage options, a 5,000-person capacity theatre and more. Since its inception, the team at Resorts World Las Vegas wanted to integrate an intelligent VA into their resorts’ architecture, and ultimately chose Amelia as their digital hospitality concierge.

Resort guests can speak directly to Amelia, renamed Red, to make dinner reservations, purchase show tickets, order room service, set wake-up calls, and more. By leveraging Amelia’s extensive integration capabilities, which connect the resorts’ back-end databases and enterprise systems to Amelia’s Conversational AI front-end, Resorts World Las Vegas can deliver real-time, personalized service to every guest.

Omnichannel Access

ASICS wanted to differentiate its customer experience by hiring a digital agent to provide 24/7, omnichannel customer service. The solution also needed to be trainable for a diverse range of roles, including B2B and B2C customer service, and service desk management.

The global sports company was drawn to Amelia’s multi-channel capabilities for customer care. Customers now can speak with Amelia at any time of day over email, website chat and social media for help with transactional requests relating to order status updates, return instructions, shipping information and more. As ASICS’ Director of O2C EMEA Michelle Stubbings said: “We believe that ASICS customers should have unparalleled customer experiences every time they step into our stores, pick up their phones or visit our website.”

Customizable VA Avatars

After one of the southeastern United States’ leading personal injury law firms experienced significant ROI with its initial Amelia deployment, which placed Amelia as the first point-of-contact for 100% of its inbound calls, the firm decided to pair Amelia’s cognitive intelligence with a 3D avatar of the firm's well-known founder.

Businesses need a new generation of virtual assistants to create true innovation, build new services and generate greater revenue. When surveying the VA landscape, company leaders should ensure the solution they select will satisfy all current and future customer service needs, with a full suite of capabilities that can deliver real value — and many companies are realizing that Amelia fits the bill.

The Intelligent Contact Center

Companies have spent decades implementing Interactive Voice Response (IVR) systems in their call and customer care centers, but they've proven unable to keep up with customers' expectations.

In this white paper, we examine the benefits of an Intelligent Contact Center, where companies utilize Conversational AI-powered virtual agents to provide first-line resolution and support for customers, and augment human employees through AI and automation.

Download our paper to learn the benefits of this approach and why current IVR systems simply will not cut it in today’s hyper-paced digital landscape.

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