IPsoft’s Amelia Rated No.1 in Everest Group Report on Intelligent Virtual Agent Market

2 minute read

Amelia, the industry’s most-human digital AI colleague, is the only IVA to receive top ratings across all key dimensions in a new assessment of conversational AI vendors.

New York, December 18th, 2018 — IPsoft, the global leader in Enterprise AI, today announced that it has received the highest ratings across all seven categories in new research from Everest Group, “Conversing with AI — Intelligent Virtual Agents (IVA) Market Report 2019.” Everest Group assessed 10 IVA vendors and rated them across multiple dimensions for IVA delivery, and IPsoft’s digital colleague, Amelia, was the only solution to be given perfect scores across all of them.

Everest Group highlights Amelia’s Natural Language Interface, multi-channel access and availability, training and support, and market success. The report also pointed to Amelia’s diverse client base across industries and geographies, as well as a broad range of use cases. “Amelia can cater to customers across different functions, such as technical helpdesk, customer care, finance & accounting and HR,” the report states.

The research details emerging trends in the Intelligent Virtual Agent market, notably a shift from rules-based chatbots to AI-powered solutions. Natural language and self-learning capabilities in IVA solutions are vital for enterprises to deliver exceptional customer and employee experiences. A number of organizations are using IVAs to enhance back-office employee productivity. as well as employee- and customer-facing channels. The research shows IVA adoption increasing rapidly in the next four years, with initial investments for IT helpdesk and contact center support expanding into broader business areas such as HR, finance and accounting.

“We were impressed with IPsoft’s approach that was not just focused on technology but how organizations might use Amelia in real business scenarios. This has resulted in good features such as understanding utterances and emotions, context switching and conversational memory persistence. IPsoft reference clients appreciated these features too,” said Sarah Burnett, Executive Vice President & Distinguished Analyst at Everest Group. “IPsoft demonstrated increasing market success as well with a growing presence in multiple industries and geographies.”

“We are honored to be recognized by Everest Group as the only provider to achieve the highest ratings in this research,” said Chetan Dube, IPsoft CEO. “Amelia is the market’s first truly human cognitive AI agent, and this research only further confirms that she can bring transformative business benefits to enterprises across different industries.”

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]

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