Ovum Report Describes Why IPsoft’s Virtual Agent, Amelia, Can Deliver More Value Than a Chatbot

September 12, 2017 • 2 minute read

As the industry-leading virtual assistant, Amelia’s value lies not in quick cost savings, but in more holistic changes to business processes.

NEW YORK, September 12, 2017 – In a new report published by market analyst firm Ovum, analysts highlight best practice approaches to employing IPsoft’s AI platform, Amelia, to deliver business impact. The report, entitled “IPsoft’s Amelia: More Than a Chatbot,” reviews lessons learned by early adopters of Amelia and gives assurance that cognitive technology can increase commercial advantage and improve customer interactions in activities like banking, insurance, and mortgage processing.

Expanding on the collective wisdom of executives presenting at IPsoft’s recent Digital Workforce Summit, the report offers over a dozen themes that should be considered by all first-time adopters of artificial intelligence. Insights drawn from Ovum’s analysis include:

  • Amelia’s value lies not in quick cost savings, but more holistic changes to business processes. Ovum states, “Amelia’s suitability is more likely to be maximized when deployed as part of organizations’ broader strategic aims like improving the customer experience, or perhaps when enabling entirely different channels of user engagement – for example, voice-activated/headless user interfaces (HUIs) such as Amazon’s Alexa."
  • Educating teams about the difference between chatbots and AI is an essential starting point so that SMEs at all levels can spot opportunities for the technology to make improvements.
  • Deploying AI requires a different mix of skills than conventional software deployment. Ovum states, “Good teams have a mix of product, process and industry knowledge between them to tackle the individual processes competently.”
  • Ensure clear KPIs are set out from the start to capture impact of AI and provide a foundation for building on early success.

Chetan Dube, President & CEO of IPsoft, remarks, “As Ovum notes, enterprises are integrating Amelia into their strategy in a variety of production roles, highlighting her ability to impact positively not one but multiple business areas within their organization. Compared to non-adopters of AI, trailblazing companies like these are better prepared for the wave of AI transformation that is set to take hold of both front and back office operations.”

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.

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