Why Your Business Needs True Conversational AI

3 minute read

There are many solutions out there that claim to be a true conversational AI solution. It is understandable why companies may be confused. Allow us to explain why IPsoft’s Amelia is the real deal.

The market is filled with automated UI solutions that claim to be enabling conversational Artificial Intelligence (AI) — that is, AI that can interact with users through an interactive interface, one that “speaks” and reacts to human conversation in its many forms, and that can be used in a variety of business scenarios. Given the hype around the increased use of conversational assistants among consumers such as Alexa and Siri (which are not, it should be pointed out, analogous to conversational AI for business), it’s understandable that enterprise decision makers might be confused, if not a bit overwhelmed, by what conversational AI could mean for their businesses, and which solution is the best for their purposes.

If your company is seeking to automate human-like engagements at scale in order to make operations more efficient while maintaining and elevating customer experiences, we believe we can cut through the confusion easily. Allow us to explain why Amelia is the clear choice to enable conversational AI within your enterprise.

Conversations, Not Just Responses

Many digital solutions can claim to be “conversational.” Indeed, humans have had the ability to converse with digital systems using regular language as far back as the 1960s. Most of these early systems could only respond to very specific phrases, which means humans had to talk only on the solution’s terms; anyone who played early text-based PC video games will recall how easily those simple programs would be confused by user inputs.

Fast-forward to today and many low-level conversational systems still employ the same strategy – they can only respond to very specific phrases. While this might be acceptable in limited business settings such as scripted FAQs, that alone cannot automate user engagements with a broad pool of customers looking for complex information or transactions. When dealing with a large userbase, AI systems need to be able to address a wide spectrum of technical knowledge, speaking styles and potentially multiple languages, depending on the company. This conversational versatility is where Amelia stands out.

Amelia is able to discern user intent from a vast array of user inputs — even ones she hasn’t been specifically programmed to anticipate. Unlike many low-level solutions, Amelia can be trained to detect that in the end there’s no difference between a user that says “I want to buy that red mug with the yellow trim,” versus “Let me get that red and yellow cup,” versus “Hi, can I purchase that red-yellow mug as a gift?” If there are two mugs that have red and yellow coloring, Amelia can ask various follow-up questions and/or provide choices to ensure that she has identified the correct mug of interest to the user.

Putting Interactions in the Proper Context

Amelia also has advanced context switching, which means users can jump around in an engagement without starting over if the conversation veers to another or adjacent subject — just as one would expect when speaking with a human agent (e.g., “Actually can we go back? I want to change my contact phone number to my cell number.”). This may sound deceptively simple, but it’s a task that many lower-quality solutions are unable to match. This feature is necessary for companies that want to automate prolonged or complex user engagements that include numerous steps.

Also, just like a human agent, Amelia can identify human emotional states and react accordingly. This capability can be used to produce higher-quality engagements, e.g., an angry customer who uses profanity could be placed at the front of a queue to speak with a human agent (who could also be given a heads-up to the caller’s frustration), or for analytics (e.g., if a process improvement in one type of engagement leads to an uptick in positive emotional responses, then that change can be identified and applied in other scenarios).

We’ve previously written about the innovative science that makes Amelia work (you can read more here). However, the best examples of Amelia’s effectiveness come from the global companies that have already hired her. We encourage you to read more about our real-world successes featuring successful implementations with brands like BNP Paribas and more. Furthermore, Amelia is routinely given top marks by independent third-party analysts.

Many enterprises are beginning to view conversational AI as a must-have within their IT and business strategies in order to remain competitive and harness new revenue. As you research various options, we’re confident that Amelia is the conversational AI solution that can help you achieve your goals.

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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.

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