IPsoft’s Conversational AI solution Amelia is now available on Genesys AppFoundry from Genesys, the leader in cloud and contact center solutions.
New AI integration for Genesys Cloud enables businesses to deploy digital customer care employees for faster resolutions and reduced wait times
New York, July 15 , 2020 — IPsoft, the largest independent leader in Enterprise AI, today announced that Amelia, its industry-leading digital customer service agent, is now available on Genesys AppFoundry from Genesys, the global leader in cloud customer experience and contact center solutions.
Amelia, with her superior conversational AI capabilities, can handle customers’ most common requests by herself, without human support, empowering organizations to offer their customers immediate and scalable 24/7 services for faster problem resolutions. The integration of Amelia is available through Genesys Cloud, the industry’s leading cloud contact center platform, with a robust feature set and open APIs, which allow for flexibility, scalability and rapid innovations.
Genesys and IPsoft customers include Bankia, one of the largest banks in Spain. Bankia deployed Amelia as a digital contact center agent to scale customer service and improve the customer experience. Since Amelia went live in January 2020, she has been handling more than 10,000 voice calls per month — a number that is constantly growing as the intelligent digital agent continuously learns from previous interactions. Amelia helps Bankia customers with transactional tasks like credit card management (blocking/unblocking) and online banking password resets. She also collaborates with human contact center agents to help them with authenticating customers and conducting surveys.
Scott Kohn, Chief Channel Officer at IPsoft, commented: “We’re delighted to be bringing Amelia to Genesys’ customers. In the current global crisis, many firms struggle to keep up with customer service demands, and IPsoft’s Amelia is critical in helping organizations triage customer calls at scale and resolve inquiries on the first touch, ensuring that calls are only routed to human agents when necessary. By freeing up agents’ time and helping them thrive in their roles, Amelia is helping to create superior customer experiences and fast time-to-resolution for customer service providers, while proactively recommending new solution paths she has learned by observing human agents.”
“Delivering remarkable customer experience is our goal at Genesys and that’s why we’re really excited to make Amelia available to our joint customers on AppFoundry,” said Juergen Tolksdorf, Senior Director ISV and Technology Alliances at Genesys. “This integration provides AppFoundry customers with a unique opportunity to leverage IPsoft’s groundbreaking cognitive Digital Colleague and offer consistently outstanding brand encounters, with communication, personalization and seamless consumer experiences at the core.”
Amelia is repeatedly identified as a market-leading virtual agent by third-party analyst firms such as Forrester, Everest Group and Ovum. Her ability to understand intent, switch contexts, and interact conversationally in natural language lets her support her customers like a human agent. With Amelia, human employees are relieved of rote and repeatable tasks, which in turn enables them to focus on more complex customer requests and higher-value work. Amelia has a proven track record in improving customer satisfaction and can contribute to higher Net Promoter Scores.
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™. In 2018, we introduced true end-to-end, enterprise-wide automation with the Amelia HyperAutomation Platform, originally named 1Desk. In 2019, we introduced DigitalWorkforce.ai, the world's first marketplace for cloud-sourced Digital Employees. 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 500 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.