Analyst Report Names Amelia as a Top Pick Virtual Agent for Enterprise Customer Service

June 29, 2017 • 2 minute read

Amelia is now being deployed in more than 50 of the world’s leading brands across a wide range of industries including banking and insurance.

NEW YORK, June 29, 2017 — IPsoft’s AI platform, Amelia, is recognized as a recommended product by industry analyst firm Forrester, in a new report published today1. Across ten evaluation criteria for virtual agents, IPsoft, the digital labor company, was the only company to achieve eight differentiated rankings.

IPsoft is strong in all core AI categories. These include machine learning, intent engine, dialogue management and natural language understanding (NLU). It is the only company to attain differentiated ranking in all four elements. The report explains that to truly meet a need for enterprise-grade customer service, solutions: "must be able to understand what a customer speaks or types, discern their intent, respond in a conversational manner, and act on a customer’s behalf."

According to the report’s authors, IPsoft goes beyond providing FAQ assistance. “IPsoft fits companies looking to automate end-to-end customer-facing processes. IPsoft’s robust NLU and dialogue management, married to enterprise-grade security, make it a top pick for companies looking to do more than just answer questions,” says the report.

“Having received the highest number of differentiated rankings, we believe that Forrester’s evaluation singles out IPsoft’s strength in AI capabilities that deliver the highest impact on customer experience,” said Edwin van Bommel, IPsoft’s Chief Cognitive Officer. “With the recent launch of our latest evolution of Amelia, we are on track to build out our multichannel capabilities so that customers can continue the same conversation over a range of devices and media. In parallel, our new analytics capability will tap into huge reserves of company data to support better real time decisions.”

IPsoft’s Amelia is the most human and comprehensive AI platform on the market. Uniquely, Amelia connects conversations to data and processes in order to provide a personalized service to every customer, at scale. She is now being deployed in more than 50 of the world’s leading brands across a wide range of industries including banking, insurance, healthcare, telecommunications, leisure and government. Her roles span many different functions from customer service and advisor support to IT service desk and procurement for example:

  • Amelia is working on the IT service desk for one global telecoms provider to provide best in class support for employees. She has held more than 80,000 conversations to date, and resolved 69% of these queries end to end.
  • In the U.S., Amelia assists customers of a leading insurer to access faster responses. She handles queries from more than 3,000 users per week and achieves 93% accuracy.
  • In Sweden, Amelia is helping a leading Nordic bank provide 24 x 7 access to its 4 million retail banking customers and resolving more than 85% of the queries addressed to her.

"Results show that Amelia’s performance delivers a strong return on investment. Clients typically realize positive gains the month after moving into full production,” said van Bommel. “With pay-per-use pricing, post-transition, enterprise customers are also able to de-risk their implementation as they pay only for successful transactions at a fraction of existing labor costs.”

To hear more about how Amelia is redefining customer experience, watch the replays of more than 20 clients sharing their great experience of working with Amelia on stage at IPsoft’s recent Digital Workforce Summit.

1 Forrester Research: The Top 10 Chatbots for Enterprise Customer Service by Ian Jacobs, June 29 2017

About Amelia

Amelia is a leading Enterprise 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

A Beginner’s Guide to Conversational AI

Crossing the bridge between digital assistants/chatbots and real Conversational AI requires a fuller understanding of how the technology works and its potential business value.

In our latest white paper, A Beginner's Guide to Conversational AI, we explore these subjects for companies pursuing a near- or long-term technology strategy that includes Conversational AI solutions and Digital Employees.

Download our white paper to learn how to generate business value with Conversational AI.

Download