Amelia for Customer Care Transform Customer Service with the Enterprise Leader in Trusted AI

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Proven Customer Care Success

Telefónica hired Amelia for Customer Care to improve voice-based customer experiences.

  • Telefónica

    • Challenge

      Telefónica wanted to replace its outdated automated voice systems in its contact centers in order to improve resolution times and customer satisfaction.

    • Solution

      Telefónica hired Amelia to give customers a more natural interface for communicating with the business.

    • Results

      Amelia handles 4.5 million calls per month, accurately recognizing customer intent on more than 90% of calls and driving an increase in overall customer satisfaction

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    The Amelia Integrated Platform

    When customers need assistance, they don’t want to want to wait on hold or navigate complex call menus. They expect help instantly.

    With the Amelia Integrated Platform, customers receive instant support from Amelia's Conversational AI digital agents, and call center agents benefit from automated and integrated IT systems with AIOps, ensuring they are always available to address customers’ more challenging questions.

    Superior Customer Service with the Most Trusted AI

    Deliver extraordinary customer experiences at scale by leveraging Amelia Conversational AI for customer-facing services and Amelia AIOps for back-end operations.

    Bring AI Into Customer Service

    Answer Common Questions

    Perform Customer Care Tasks

    Resolve Customer Issues

    Why AI for Customer Care?

    • 46

      46% of U.S. adults use digital voice assistants to interact with smartphones and other devices, according to Pew Research Center.

    • 90

      Amelia digital agents have 90% intent recognition on customer service inquiries for a major telecom provider.

    • 73

      73% of global consumers say they are open to businesses using AI if it makes life easier.

    • 38

      38% of people say AI improves customer service.

    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 enterprise adopting a strategy for what we call the Intelligent Contact Center, where companies utilize Conversational AI-powered digital agents to provide first-line of resolution and support for customers, and to augment human employees through AIOps in the back-end for more effective resolution from call center agents.

    Read the White Paper

    Deliver New Experiences with AI

    Amelia digital agents work with humans to locate information and perform complex tasks with Conversational AI and AIOps. They use state-of-the-art Natural Language Processing to work in collaboration with humans. However, there's more to Amelia digital agents than innovative technology; they speak, interact and understand the way humans do. They're not confused by catchphrases, regional accents or speech patterns. All of this adds up to more human Customer Care — with experiences that customers will vastly prefer over 800-numbers, generic service emails, and simple chatbots that can't provide anywhere near the same level of service.


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    Work with the enterprise leader in Trusted AI to transform your customer experience.

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