Customer Service: How IPsoft Amelia AI (Cognitive Computing) Improves Efficiency
Artificial intelligence is helping companies be more efficient, saving costs and improving customer service and experiences. Edwin Van Bommel, Chief Cognitive Officer at IPsoft, tells industry analyst Michael Krigsman of CXOTALK at the IPsoft Digital Workforce Summit in New York about how the Amelia AI platform can solve customer service problems. AI, for example, can assist with password changes or client account updates, while freeing up employees for other services -- or reducing overall cost.
See more information: https://www.cxotalk.com/video/customer-service-how-amelia-ai-improves-efficiency
Amelia's cognitive computing capabilities allow her to converse with clients and customers in natural, context aware dialog at more than 50 global organizations. Von Bommel explains that Amelia needs three things: Data to understand the client's needs, data to solve those problems, and analytics to make the AI experience even smarter.
The AI platform boasts conversational intelligence, advanced analytics, a smart workflow with enterprise systems and self-learning to continually improve on every interaction. "We have a passion for really beating the Turing Test, and really making it possible that when you talk to Amelia, you actually wouldn't know whether you are talking with a human or with a machine," Van Bommel says.
From the transcript:
Michael Krigsman: What are some of the key use-cases that your customers are applying Amelia to? What are the problems that they are solving?
Edwin Van Bommel: Let me first discuss the use-cases, and then the problems. So, there are three different types of use-cases. The first one is really interactions with their customers, for both services and sales. The second one, some clients just want to support their people with assisted intelligence. So, for instance, we have a case where there are unlicensed agents, and they want to make sure that unlicensed agents really stay within the rights they have, and what they need to do, so really a compliance case. And those unlicensed agents are talking with Amelia and saying, "Look. This client wants to move and change an address," and Amelia will ask a couple of questions which the agent then checks with the client. And depending on the case, she will say, "Okay, you can do the address change," or "this is a specific service." And, truly, I learn a lot but its' truly different by state. So, Amelia understands by state what is allowed and not allowed.
And then the third one is there is, within companies, a lot of processes which employees need to run, which are, honestly, just a waste of their time, like passwords where Amelia becomes more like an internal service agent and make them more productive. And when I talk with my clients, what I want to resolve is they want to, first of all, improve their customer experience much more, overall. But secondly, they want to free up time for their expensive people so that they can really spend more on value-added task. So, one of the speakers here, one of our banking clients, actually made a point earlier today that he said, "We really have not more time in the call center to deal with really very human and complex problems that our clients have." And their employees are actually super happy that they now have more time to help their clients with that.
Artificial intelligence is helping companies be more efficient, saving costs and improving customer service and experiences. Edwin Van Bommel, Chief Cognitive Officer at IPsoft, tells industry analyst Michael Krigsman of CXOTALK at the IPsoft Digital Workforce Summit in New York about how the Amelia AI platform can solve customer service problems. AI, for example, can assist with password changes or client account updates, while freeing up employees for other services — or reducing overall cost.
See more information: https://www.cxotalk.com/video/customer-service-how-amelia-ai-improves-efficiency
Amelia’s cognitive computing capabilities allow her to converse with clients and customers in natural, context aware dialog at more than 50 global organizations. Von Bommel explains that Amelia needs three things: Data to understand the client’s needs, data to solve those problems, and analytics to make the AI experience even smarter.
The AI platform boasts conversational intelligence, advanced analytics, a smart workflow with enterprise systems and self-learning to continually improve on every interaction. “We have a passion for really beating the Turing Test, and really making it possible that when you talk to Amelia, you actually wouldn’t know whether you are talking with a human or with a machine,” Van Bommel says.
From the transcript:
Michael Krigsman: What are some of the key use-cases that your customers are applying Amelia to? What are the problems that they are solving?
Edwin Van Bommel: Let me first discuss the use-cases, and then the problems. So, there are three different types of use-cases. The first one is really interactions with their customers, for both services and sales. The second one, some clients just want to support their people with assisted intelligence. So, for instance, we have a case where there are unlicensed agents, and they want to make sure that unlicensed agents really stay within the rights they have, and what they need to do, so really a compliance case. And those unlicensed agents are talking with Amelia and saying, “Look. This client wants to move and change an address,” and Amelia will ask a couple of questions which the agent then checks with the client. And depending on the case, she will say, “Okay, you can do the address change,” or “this is a specific service.” And, truly, I learn a lot but its’ truly different by state. So, Amelia understands by state what is allowed and not allowed.
And then the third one is there is, within companies, a lot of processes which employees need to run, which are, honestly, just a waste of their time, like passwords where Amelia becomes more like an internal service agent and make them more productive. And when I talk with my clients, what I want to resolve is they want to, first of all, improve their customer experience much more, overall. But secondly, they want to free up time for their expensive people so that they can really spend more on value-added task. So, one of the speakers here, one of our banking clients, actually made a point earlier today that he said, “We really have not more time in the call center to deal with really very human and complex problems that our clients have.” And their employees are actually super happy that they now have more time to help their clients with that.
