Amelia AIOps (formerly 1Desk) reinvents the employee relationship with enterprise systems and maximizes productivity by removing silos and modernizing access to legacy backend systems.
NEW YORK, June 20, 2018 — Amelia (formerly IPsoft), the global leader in enterprise AI, today announced the general availability of AIOps, the first fully automated shared enterprise services platform. AIOps is the first platform to converge front- and back-office functions into a single autonomic framework.
The unified AIOps platform marries the intelligent user experience design (UX) of Amelia, the market’s leading digital AI colleague, with an underlying autonomic platform. AIOps allows enterprises to draw on a digital labor pool of cognitive agents, virtual engineers and virtual administrators to automate entire end-to-end processes across disparate business areas — from HR and IT, to finance and administration and beyond. With AIOps, employees will no longer need to navigate multiple shared systems and departments, and can interact with a single, cognitively-enabled interface to access their company’s full suite of enterprise services.
“[AIOps] converges cognitive front-end with autonomic back-end to bring the first end-to-end automation solution," said Chetan Dube, CEO, Amelia. "It directly connects the business users with the applications that service them, thereby disintermediating human middleware and significantly improving turnaround times.”
Amelia is becoming a catalyst, driving the digital
OneOffice experience with intelligent digital processes.
— Phil Fersht, CEO and Chief Analyst at HfS
Phil Fersht, CEO and Chief Analyst at HfS and co-author of a recent report on using cognitive technology to connect users with business operations, said, “Amelia is becoming a catalyst, driving the digital OneOffice experience with intelligent digital processes. We have to collapse these legacy internal silos which impede business operations supporting the needs of customers, as they occur in real-time. Front and back offices are ceasing to exist for successful firms — they simply rely on OneOffice to stay ahead of their markets.”
With AIOps, an autonomic framework intelligently executes complex tasks across business areas in order to satisfy high-level commands, which are provided through Amelia’s natural language interface. Employees and users speak normally to Amelia, as they would any other colleague, including questions and requests such as, “Why is my expense report not being paid?” or “Please install Office 365 on my laptop.”
AIOps not only connects existing systems, it represents an entire new paradigm that upends traditional notions of enterprise UX. Several new innovations are featured in AIOps allowing for dynamic, seamless integration between the cognitive layering and the underlying autonomic infrastructure:
- Fully Qualified Tasks (FQTs) enable Amelia to always be compliant with the latest policies and regulatory protocols. If changes are made to the process for completing a task, Amelia automatically recognizes the differences and dynamically changes the dialogue.
- The Cognitive OS (CogOS) empowers Amelia to communicate asynchronously and in a multi-threaded fashion, so tasks which requires several individual interactions over a period of time can be executed seamlessly and without human involvement.
- Clarifying QA (CQA) allows Amelia to disambiguate similar requests to quickly identify the correct path, e.g. a user may say that they are having issues with the mail system, so Amelia will utilize CQA to discern which problems the user may be encountering, and then take steps to address the issue.
AIOps reinvents the employee relationship with enterprise systems and maximizes productivity by removing silos and modernizing access to legacy backend systems. By bridging the gaps between business areas and automating tasks, employees are freed to maximize their creative and soft skills, as companies are able to reduce inefficiencies in order to build a path towards accelerated growth.
For IT support and IT operations, AIOps re-imagines how a fully automated system can be built and maintained. The platform combines IT operations management with IT service management and IT process automation. With AIOps, Amelia introduces automated continuous improvement based on machine learning. Whenever human engineers or support staff manually fix issues, AIOps actively monitors and extracts data from the activities they perform to improve its actions in the future.
For more information about AIOps, please visit: https://amelia.ai/aiops
Amelia is a leading Enterprise Conversational AI software company with a long history of innovation in automation and Conversational AI. We create fulfilling human experiences through groundbreaking AI solutions, as we enable conversational experiences, streamline IT operations, and automate processes. In 2014, we launched Amelia, the Most Human AI™; then in 2018, we introduced true end-to-end, enterprise-wide automation allowing enterprises to quickly optimize back-end operations. Amelia is consistently recognized by third-party analyst firms as a market leader. Headquartered in New York City with offices in 15 countries, Amelia’s roster of client success stories speaks for itself: Our technology impacts more than 200 of the world’s leading brands, including global leaders in banking, insurance, telecommunications, and other industries. See how Amelia is powering the Future of Work at amelia.ai.