Amelia Extends Amelia’s Multi-Channel User Experience With Amazon Echo and Google Home

2 minute read

Now, an Echo or Google Home user can open a new bank account by accessing the leading virtual assistant, Amelia, from their in-home device.

Integration of Market-Leading AI Platform Drives Unified In-Home Customer Experience

NEW YORK, Sept. 21, 2017 — Amelia (formerly IPsoft) today announced that Amelia, its market-leading AI and cognitive platform, is now integrated with multiple in-home device platforms, providing a critical channel for Amelia’s unique capabilities to millions of Amazon Echo and Google Home users.

Leveraging Amelia’s natural language, cognitive and self-learning capabilities, Amazon Echo and Google Home users will be able to access external services from organizations that have deployed Amelia for transactions and tasks in banking, financial services, government and other industries, as well as their own company’s internal shared services.

For example, an Echo or Google Home user can open a new bank account or confirm a claims payment with an insurance company by accessing Amelia directly from their in-home device. The same device can be used to access an employee’s internal PTO systems to verify and book vacation time, without the additional time and burden of accessing multiple systems manually. This integration allows a continuous and unified user experience between consumer and business activities all on the same device, creating an omni-channel approach for companies using Amelia to service external customers and internal staff.

“Now companies deploying Amelia, can benefit from accessing this increasingly popular home device channel without the need for additional process training. They can be sure of offering a unified experience to customers for home-life and business tasks,” said Edwin van Bommel, Amelia's Chief Cognitive Officer. “With full data visibility of how customers respond to different channels, organizations can also take control of their channel strategy and lead customers who begin an interaction on home devices to continue the conversation on the platforms they know are most effective in delivering a return on their investment.”

The market for in-home devices continues accelerate and is set to become a critical channel for customer experience. One survey1 estimates that more than 10 million Alexa-powered Amazon Echo devices have been sold in the US as of May 2017, and another study2 forecasts that 35.6 million Americans will use a voice-activated device like Echo or Google Home at least once a month this year.

Multiple research studies show that customers want businesses to provide an integrated multi-channel customer experience, with an ability to access services on multiple devices wherever and whenever needed. With in-home devices becoming a mainstay in many people’s homes, users expect a high degree of ease-of-use to access services that cross their business and home lives for more timely and effective interactions. Meanwhile, companies that deploy Amelia for internal and external services can see their own business benefits, such as increased employee productivity, higher customer satisfaction, and stronger customer retention and relationships.

1Consumer Intelligence Research Partners

2eMarketer

About Amelia

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.

Media Contact:
[email protected]

Previous Next

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.

Learn More