Analyst Report Names Amelia as a Top Pick Virtual Agent for Enterprise Customer Service

IPsoft’s AI platform, Amelia, is recognized as a recommended product by industry analyst firm Forrester, in a new report published1. Across ten evaluation criteria for virtual agents, IPsoft, the digital labor company, was the only company to achieve eight differentiated rankings.

IPsoft is strong in all core AI categories. These include machine learning, intent engine, dialogue management and natural language understanding (NLU). It is the only company to attain differentiated ranking in all four elements. The report explains that to truly meet a need for enterprise-grade customer service, solutions: “must be able to understand what a customer speaks or types, discern their intent, respond in a conversational manner, and act on a customer’s behalf.”

According to the report’s authors, IPsoft goes beyond providing FAQ assistance. “IPsoft fits companies looking to automate end-to-end customer-facing processes. IPsoft’s robust NLU and dialogue management, married to enterprise-grade security, make it a top pick for companies looking to do more than just answer questions,” says the report.

“Having received the highest number of differentiated rankings, we believe that Forrester’s evaluation singles out IPsoft’s strength in AI capabilities that deliver the highest impact on customer experience,” said Edwin van Bommel, IPsoft’s Chief Cognitive Officer. “With the recent launch of our latest evolution of Amelia, we are on track to build out our multichannel capabilities so that customers can continue the same conversation over a range of devices and media. In parallel, our new analytics capability will tap into huge reserves of company data to support better real time decisions.”

IPsoft’s Amelia is the most human and comprehensive AI platform on the market. Uniquely, Amelia connects conversations to data and processes in order to provide a personalized service to every customer, at scale. She is now being deployed in more than 50 of the world’s leading brands across a wide range of industries including banking, insurance, healthcare, telecommunications, leisure and government. Her roles span many different functions from customer service and advisor support to IT service desk and procurement for example:

Amelia is working on the IT service desk for one global telecoms provider to provide best in class support for employees. She has held more than 80,000 conversations to date, and resolved 69% of these queries end to end.
In the U.S., Amelia assists customers of a leading insurer to access faster responses. She handles queries from more than 3,000 users per week and achieves 93% accuracy.
In Sweden, Amelia is helping a leading Nordic bank provide 24 x 7 access to its 4 million retail banking customers and resolving more than 85% of the queries addressed to her.
“Results show that Amelia’s performance delivers a strong return on investment. Clients typically realize positive gains the month after moving into full production,” said van Bommel. “With pay-per-use pricing, post-transition, enterprise customers are also able to de-risk their implementation as they pay only for successful transactions at a fraction of existing labor costs.”

To hear more about how Amelia is redefining customer experience, watch the replays of more than 20 clients sharing their great experience of working with Amelia on stage at IPsoft’s recent Digital Workforce Summit.

1 Forrester Research: The Top 10 Chatbots for Enterprise Customer Service by Ian Jacobs, June 29 2017