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Amelia delivers extraordinary customer service for thousands of users around the world. Companies use a Digital First strategy to place human-like Amelia agents, armed with Conversational AI and Intelligent Automation, on the front lines of their customer service operations, call centers and employee services for a variety of jobs.

Explore this page to gain ideas on how to get started with Amelia.

 

 

Let’s Take the Journey Together

If you want to go Digital First and deploy Amelia for extraordinary experiences, but don’t know how to proceed, learn from these use cases based on real-world customer examples. Scroll through the suggested steps as a guide for your own Amelia project.

  • Create Extraordinary Customer Experiences

    Your company is experiencing a massive increase in call center volume. Your current customer support structure relies on human call center agents, and struggles to keep up with demand, causing long call center wait times, abandoned calls, and most critically, plummeting customer satisfaction.

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  • Improve Employee Services for Enhanced Productivity

    Your employees are frustrated with your company’s inadequate IT and HR systems, and productivity is down. Human staff can’t keep up with support ticket queues, meaning employees wait too long to have issues resolved. Current systems also are difficult to use and disconnected.

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  • Deliver Seamless Support Through Digital Channels

    Your company deployed a chatbot to provide web-based support during the pandemic, but the technology isn't getting the job done. Your chatbot frustrates users and most end up abandoning conversations. You want a multi-channel approach that can reach users anytime and anywhere.

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Create Extraordinary Customer Experiences

  • 01

    Assemble your team of stakeholders

    People are a vital part of a Digital First approach. 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

    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.

    It is critical to set expectations and metrics for success. With Conversational AI in a call center, this can include increased Net Promoter Scores, reduction in abandoned calls, call containment and more.

  • 03

    Deploy your pilot

    Your company can develop and then pilot your Conversational AI digital agent with a set of power users and call center agents to then 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 pilot is ready for company-wide deployment.

    As a digital agent, Amelia 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 and build new digital agents for new tasks.

  • 05

    Success

    As the first point of contact for customer care, Amelia Conversational AI eliminates wait times and provides end-to-end resolutions. Your customers will feel positive about their interaction with your brand through extraordinary experiences with Amelia.

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    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

      Improving employee experiences utilizing Amelia on the front lines of internal services will impact IT and HR staff, and your entire workforce. It's important to assemble a diverse group of power users for your Amelia 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

      Set success expectations

      Internal 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 achievable but challenging success metrics. With Amelia, 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 and HR support procedures with a small group of users through any channel — mobile, text, Microsoft Teams chat, etc.

    • 04

      Measure and optimize

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

    • 05

      Success

      Amelia 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 insight on how to improve employee experiences.

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      Deliver Seamless Support Through Digital Channels

      • 01

        Assemble your team of stakeholders

        Just as with deploying digital agents in a call center, your team in this use case should involve stakeholders from all departments that contribute to the customer journey. This may include leaders from marketing, sales, accounting and more.

        By leveraging your team’s department-specific expertise, Amelia can be trained with the required knowledge to automate customer experience processes across your business and through various channels.

      • 02

        Set success expectations

        When customers interact with a digital agent, they want the experience to be easy, and they want the agent to quickly complete their requested inquiries and tasks, no matter what channel is involved.

        As such, your success criteria for Amelia should include resolution rates, which measures how often she completes requests without human involvement. Other metrics can include channel engagement rates, intent recognition rates, better Net Promoter Scores and customer retention rates.

      • 03

        Deploy your pilot

        Once you develop your pilot, you can test your Conversational AI digital agent across different channels with power users. After collecting enough data, you can measure the results against your success criteria to develop a proof of concept and identify any potential improvement areas.

      • 04

        Measure and optimize

        Once you have demonstrated that Amelia can handle requests across chat, text, mobile and other channels, without loss of information or context and with a high-level of proficiency, your digital agent pilot is ready for company-wide deployment.

        Amelia learns from every user interaction, as well as from observing how her human colleagues handle escalations, enabling her to constantly refine her customer service skills.

      • 05

        Success

        Amelia’s multi-channel approach provides customers with immediate answers and resolutions, improving overall customer satisfaction and reducing the number of repetitive, high-volume requests handled by human support agents. Customers are pleasantly surprised to receive human-like support from a digital agent and want to continue their relationship with your brand.

      Previous Next

        Customer Stories Visit our Clients site to learn how Amelia can be deployed across digital channels.

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        The Amelia Integrated Platform

        Whatever your use case, and whatever path you take, the Amelia Integrated Platform is built to help companies enable a Digital First approach utilizing Amelia’s Conversational AI and AIOps, with 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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