IPsoft’s cognitive agent Amelia takes on pioneering role in banking with SEB

3 minute read

Read this article to learn more about the partnership and its impact on digital banking services.

  • Amelia plays key role in helping SEB seize innovation advantage by launching first customer facing deployment of Amelia in the banking sector.
  • Swedish speaking Amelia at SEB is first non-English deployment of IPsoft’s AI platform.
  • SEB’s plan to use Amelia in customer interaction builds on Amelia’s strong performance within the bank’s internal IT Service Desk.

Stockholm: October 6th, 2016 — IPsoft announced today that one of Sweden’s largest banks, SEB, will integrate Amelia into its customer service operations around year end. The Swedish bank will be the first in the industry to embrace IPsoft’s cognitive technology in order to deliver an enhanced customer experience for its million-strong client base in Sweden using local language. The decision to place Amelia in the front office builds on the successful first phase deployment of Amelia in an internal IT Service Desk supporting SEB’s 15,000 strong workforce.

By employing Amelia, the bank is accelerating progress towards its innovation goals and differentiating its service from others in the market. “Customer service is a key differentiator. By making Amelia available to respond to queries, we enhance our customers’ flexibility of receiving individualized support at a time that suits them and without any delays in response,” said Rasmus Järborg, SEB’s Chief Strategy Officer. “Our confidence in the positive experience Amelia can offer customers is built on the success of our internal program to employ Amelia as an IT Service Desk agent. Within the first three weeks, she held over 4000 conversations with 700 users and was able to resolve the majority of those queries independently, allowing employees to get consistent support without delay.”

IPsoft will also help SEB set up its own cognitive center of excellence in order to build an in-house talent pool of individuals who can mentor Amelia. They will supervise her learning, monitor her performance and identify new opportunities for applying this technology to re-shape customer journeys. This initiative sets a new standard for enterprises that are adapting their skills base to optimize the adoption of cognitive technology.

“Digital labor will provide a fundamental shift in the way that banks manage their operations and provide a platform on which it is possible to launch new services. The burden of guaranteeing compliance adherence, for example, could become a thing of the past as virtual agents never deviate from regulations and provide a full audit trail of every interaction. SEB is clearly a frontrunner in understanding the potential of digital transformation and seizing first mover advantage by placing Amelia in the front lines of its business,” said Chetan Dube, CEO IPsoft.

IPsoft’s Amelia is an artificial intelligence platform designed to problem-solve like a human, but in a fraction of the time. Built with semantic understanding, Amelia interacts with customers through natural language and even senses emotions. Unlike any other virtual agent, Amelia understands the full context of the dialogue, and applies logic to her knowledge of the subject matter in order to determine the right answer or best course of action.

About SEB

SEB is a leading Nordic financial services group with a strong belief that entrepreneurial minds and innovative companies are key in creating a better world. SEB takes a long term perspective and supports its customers in good times and bad. In Sweden and the Baltic countries, SEB offers financial advice and a wide range of financial services. In Denmark, Finland, Norway and Germany the bank's operations have a strong focus on corporate and investment banking based on a full-service offering to corporate and institutional clients. The international nature of SEB's business is reflected in its presence in some 20 countries worldwide. At 30 June 2016, the Group's total assets amounted to SEK 2,677 billion while its assets under management totaled SEK 1,657 billion. The Group has around 15,500 employees. Read more about SEB at www.sebgroup.com

SEB Contact
Laurence Westerlund, +4687638627
Press Officer, SEB

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]

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