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When planning a deployment of Amelia, many organizations are unsure how to begin. Determining business pain points, crafting optimal use cases, and charting a course to ROI takes a combination of strategy, skill and vision that can fundamentally transform a company. 

Our Amelia Integrated Platform includes two market-leading, enterprise-ready solutions, Conversational AI and AIOps, that have delivered IT and business value for thousands of users around the world. Explore this page to gain ideas on how your company can get started with Amelia.

 

 

Let’s Take the Journey Together

If you want to deploy Amelia's solutions in your business, but don't know how to proceed, learn from these use cases based on real-world experiences from our customers. Scroll through the suggested steps and use them as a guide for planning your own Amelia project.

 

 

  • Create Extraordinary Customer Experiences

    Your company is experiencing a massive increase in volume and demand in your call center from the pandemic. Your current customer support structure is inadequate to handle the demand, causing long call center wait times, abandoned calls, and most critically, customer satisfaction is nosediving.

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  • Improve Employee Services for Enhanced Productivity

    Your company's employees are frustrated with your inadequate IT and HR support systems, resulting in lower overall productivity. Staff can’t keep up with the queue of support tickets, meaning employees wait too long to have issues resolved. Current systems also are too difficult to use and disconnected.

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  • Unify Your Company's Systems to Enable Growth

    Your company has acquired others, creating a set of ad-hoc integrations between operational, IT and customer systems. This leads to disjointed, confusing and inefficient experiences for customers and employees alike. Your business needs to securely unite and optimize all systems to improve these experiences and enable future growth.

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Create Extraordinary Customer Experiences

  • 01

    Assemble your team of stakeholders

    If your goal is to increase overall customer satisfaction, you should include stakeholders from all departments, or at least those that play a role in delivering customer support. This will make it easier to deliver an end-to-end digital customer experience, taking into account all possible customer scenarios.

    This team of stakeholders also can be champions for your Amelia project company-wide, encouraging adoption when deployed and highlighting the potential benefits for everyone.

  • 02

    Plan your use case and set success expectations

    Our team at Amelia (or our partners) can work closely with stakeholders to scope out use cases for Conversational AI in customer service. With Amelia Conversational AI, your company can consider utilizing Amelia as a whisper agent for call center staff, as the first point-of-contact for all phone-based support or across channels such as chat and voice, and other use cases.

    Once you choose your use case(s), it is critical to set expectations and metrics for success. With Conversational AI, this can include increased NPS scores, reduction in abandoned calls, call containment and more.

  • 03

    Deploy your pilot

    Your company can develop and then pilot your Conversational AI solution with a set of power users and call center agents, in order to develop a proof of concept and identify any potential improvement areas.

    Power users will become important advocates for Amelia within the organization, as they become more familiar and comfortable with her abilities.

  • 04

    Measure and optimize

    Once you have demonstrated that Amelia can handle high customer support volumes, and follow company support procedures, your Conversational AI pilot is ready for company-wide deployment.

    Amelia Conversational AI constantly observes and learns, enabling her to provide key insights on areas for further optimization. In fact, she can initiate many of these improvements herself.

  • 05

    Success

    Amelia Conversational AI eliminates customer support wait times and provides end-to-end resolutions. Your customers will feel positive about their interaction with your brand through extraordinary experiences with Amelia.

Previous Next

    Customer Stories Visit our Clients site to learn how they've created extraordinary customer experiences.

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    Improve Employee Services for Enhanced Productivity

    • 01

      Assemble your team of stakeholders

      Your project to improve employee services will support IT and HR staff, as well as employees, through Amelia AIOps, so it's important to assemble a diverse group of “power users” for your project. Stakeholders should include a combination of technical, HR and business leaders, so that all parts of the company can provide ideas for project goals.

    • 02

      Plan your use case and set success expectations

      Your stakeholders and our team at Amelia can work together to determine how best to address your IT pain points with Amelia AIOps.

      Amelia AIOps use cases can include eliminating IT and HR support queues and wait times, integrating disparate data sets, automating and orchestrating high-volume business processes such as PTO requests, and others.

      After selecting your use case(s), set your metrics for measuring success. With Amelia AIOps this can include improved SLAs for internal IT and HR support, fewer outages, cleared ticket-queues, and higher employee satisfaction with internal IT and HR services.

    • 03

      Deploy your pilot

      After planning and mapping your company pain points, you can pilot your solution to test new IT support procedures with a small group of users through any channel, such as Microsoft Teams chat.

    • 04

      Measure and optimize

      After a successful pilot and testing by your group of power users, Amelia AIOps is ready for wider deployment. Amelia AIOps is always observing and learning, enabling her to offer suggestions to your human engineers when she notices an opportunity for more automation, better integrations and more.

    • 05

      Success

      Amelia AIOps improves time-to-resolution for IT and HR support requests, allowing employees to get back to work faster and have better overall experiences.

      Overburdened IT and HR staff are also relieved from managing high volumes of repetitive support tickets, allowing them to begin projects that have been pushed back for months due to limited bandwidth.

    Previous Next

      Customer Stories Visit our Clients site for more on how to improve employee experiences.

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      Unify Your Company's Systems to Enable Growth

      • 01

        Assemble your team of stakeholders

        If your organization is full of patchwork integrations and ad-hoc processes due to mergers, optimizing your business will require key stakeholders from both the acquiring and acquired companies – including HR generalists, IT Service Desk engineers, accountants and others. Bring your team together to determine the main goals you want to achieve by deploying Conversational AI and AIOps.

      • 02

        Plan your use case and set success expectations

        Our teams can collaborate to determine how the competencies within our Amelia Integrated Platform, both Conversational AI and AIOps, can be used to unify systems, eliminate friction and improve business processes.

        We’ve built Orchestration Services into both our Amelia Conversational AI and AIOps solutions in order to digitally automate activities that were previously done by humans across several systems. This is a strength when it comes to integrating systems previously operated by separate companies.

        To measure the success of your solution, you can observe: how freely data flows within your organization and whether human latency still impacts your organization's overall efficiency.

      • 03

        Deploy your pilot

        Your company can pilot your solution, utilizing one system or a set of systems covering an area such as IT support, to observe the impact of Conversational AI and AIOps within your organization. A pilot will allow the project team to ensure that all employees have a unified and optimized experience across the company.

      • 04

        Measure and optimize

        Amelia provides human-like insights and learns at machine speeds. Together with human employees, the digital-human hybrid workforce can ensure that IT systems and operational processes are evolving to meet market and customer demands.

      • 05

        Success

        Employees across the organization can now access HR, IT, accounting and other internal support tools through Amelia's single conversational interface, helping to reduce human latency, increase productivity and streamline organizational procedures.

      Previous Next

        Customer Stories Visit our Clients site to learn how Amelia can drive growth.

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        The Amelia Integrated Platform

        Whatever your use case, however you start your project, and whatever path you take to make it a reality, the Amelia Integrated Platform is built to help companies transform into friction-less digital enterprises utilizing Amelia’s Conversational AI and AIOps, enabled by foundational Orchestration Services.

        Ready to Start?

        We know Amelia can create extraordinary user experiences for your company — and we're here to help.

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