IPsoft’s Amelia Wins UK National Innovation Award for Live Chat 2017

NIA17-winner-BadgePRESS RELEASE: London, March 8, 2017 — Directors’ Club United Kingdom are delighted to announce IPsoft as the winner of the Live Chat Innovation category of this year’s UK National Innovation Awards.

On Tuesday (March 7th 2017), senior customer-centric leaders from across the UK, representing a range of verticals, came together online to judge the live final.

The Nationals have become the “People’s Choice Awards” for industry.

Eleven companies entered the first-round of the competition and four were put through to the live final.

IPsoft’s winning entry was centred on Amelia, a virtual employee who can take on a wide range of worker roles within an organization, including live chat agent.

Using advanced AI capabilities, Amelia is able to interact and sustain conversations with customers in a manner that is not confined to preset user instructions or keyword triggers, but in a way that is natural to the client. Her cognitive abilities also factor in human emotion allowing her to adapt responses and actions in line with the customer’s mood.

“We are particularly delighted to have won this Live Chat Innovation award as the judges were highly experienced professionals who are shaping the next generation of customer experience”, said Steve Bill, UK Managing Director at IPsoft. “While cost and compliance are crucial business drivers, they lack the ability to drive differentiation in a crowded marketplace. Leading organisations crave differentiation. Amelia demonstrates how this can be achieved through exceptional customer engagement and delivering a game shifting experience.”

Live Chat, until recently, was commonly regarded as a human-to-human channel of interaction. But that has now changed with the term expanding to envelope any form of real-time, text-based interaction between the customer and brand. Increasingly, as a customer, you will not know if you are live chatting with a human or an AI-driven virtual agent.

“Across all four of the finalists’ presentations we saw clear evidence that live chat is rapidly evolving from a person-to-person channel towards delivering a high-quality customer experience using virtual live chat agents”, said Jon Snow, awards host and Directors’ Club founder. “When customers click to live chat, all they want are fast, accurate answers to their queries. The judges recognised the quality and sophistication of IPsoft’s Amelia as a virtual live chat agent.”

Congratulations are extended to all the finalists who delivered a close and hard-fought competition. All the innovations showcased were of the highest quality!

Live Chat Innovation Category Results

Live Final: 11am (GMT) on March 7th 2017

Winner: IPsoft

Runner-up: Creative Virtual

Finalist: eGain

Finalist: Salesforce

About The UK National Innovation Awards 2017

The UK National Innovation Awards (the Nationals) have been designed by the Directors’ Club United Kingdom to recognise business technology innovations and their impact on customer experience, employee engagement, operations performance, product creation, and profitable growth.

As technology and innovation are at the heart of this initiative, we decided to totally reimagine the concept of B2B recognition and award giving.

The outcome is a unique programme that uses an all-digital platform to execute the entire awards process (with the exception of mailing the winner’s trophy).

Our aim is to have an as-near-as-possible zero carbon footprint and environmental impact.

Consequently, there are no travel, over-night accommodation or gala dinner expenses associated with our programme.

Directors’ Club is dedicated to promoting the success and growth of all businesses in the United Kingdom. Therefore, the Awards categories are open to all technology developers worldwide who are doing business in the UK.

About Directors’ Club United Kingdom

Today’s Directors’ Club has its origin in a small supper club in London’s Mayfair. The Directors’ Dining Club, as it was known, had its home at Claridge’s Hotel and brought together business leaders of the day to discuss trends and disruptive forces for change.

In February 2010, Jon Snow (founder and chairman) re-constituted the dining club as the Directors’ Club and so a business lifestyle and networking institution was born.

The Club motto To endeavour. To achieve captures the spirit of the organisation and the ambitions of its members.



Jon Snow


Directors’ Club United Kingdom


Linkedin Profile https://uk.linkedin.com/in/jonsnowuk

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