Amelia in Action - IPsoft

1 Amelia in ActionA selection of stories from organizations adopting IPsoft s cognitive agent, Amelia32 Amelia is IPsoft s virtual cognitive agent. Her mission is to deliver best-in-class service to customers, fully automating human-to-human interactions and process a human, Amelia communicates using natural language and can respond to customers emotional states. Unlike a human, she can hold thousands of conversations in is Amelia different?She understands everyday languageAmelia stands out from other technologies through her ability to understand natural language; not simply the words we use, but also their intended meaning.

2 In contrast to pattern-matching platforms, Amelia can comprehend like a human to get straight to the learns quickly and gets smarterAmelia can follow process maps created from her prior interactions. And like any smart worker, she observes colleagues to discover the optimal course of Action . Amelia can then apply her learning to address similar future scenarios without human intervention. If she cannot address an issue herself, she escalates to a human adapts to usWhereas other technologies demand that humans adapt their behavior to interact with smart machines, Amelia adapts to human Memory to understand what your customer wants in context.

3 And provide immediate answersMeet Amelia Your first digital employeeA glimpse into Amelia s brainNeural Ontology to allow your customers to have a very natural conversation with AmeliaProcess Ontology to execute a process for your customer in order to address their needsEQ Ontology to enable Amelia to adapt her responses to your client s emotional state5 During the rollout, an SEB project team member commented, The response is always positive when we introduce Amelia to the staff. As soon as Amelia is demonstrated, the room fills with positive energy. Of her first 4200 conversations the majority were solved by Amelia , so agents were freed from repetitive employee queries.

4 As for the queries Amelia cannot resolve, she observes the employee-agent interaction, learning how to deal with similar variations. Once her learnings are approved by her human supervisors she can answer these queries herself. The pilot phase also measured the ability to automate requests end-to-end by integrating Amelia with IPcenter, IPsoft s service delivery platform. SEB had already deployed IPcenter through a long-standing contract with IPsoft , so new automations were quickly deployed. Amelia integrates securely with SEB back-end systems via IPcenter s autonomic engine, giving her a robust platform to engage adopting Amelia in its Service Desk, SEB can improve user experience and speed up response for requests, while providing staff with time to dedicate to more complex requests.

5 The bank s deployment highlights the potential of integrating digital labor, autonomics, people, processes and technology into a single system. Amelia s performance has inspired SEB to continue the journey. The bank plans to extend Amelia on the Service Desk and incorporate support centers and customer-facing , the leading Nordic corporate bank, has completed a rapid deployment of IPsoft s cognitive virtual agent Amelia inside their IT Service Desk. The Amelia pilot rolled out in August 2016 and within three weeks handled over 700 bank employees and 4000 conversations. The project met its targets two weeks ahead of s role covers two internal business cases which make up 15% of the Service Desk volume: Identity Access Management and Knowledge Management.

6 These were chosen after prioritizing 90 tasks Amelia was capable of supporting. Amelia is engaging directly with employees to: Unlock Active Directory accounts Unlock accounts for a mortgage application for home loans Provide password guidance Supply knowledge base answers to questions like How do I order remote access? 4 SEB, Nordic Bank IT Service Desk Agent47004000conversations with employeesin 3 weeks67In a move to enhance customer service for more than 330,000 residents, the north London borough of Enfield is adopting Amelia . Enfield is one of London s largest boroughs and its population is growing by four to five thousand each year.

7 Demand for service is growing all the time and each month the council receives 100,000 visits to its website and takes 55,000 telephone calls. Sustaining consistently high quality customer service in order to meet rising expectations 24 x 7 is challenging. This is particularly difficult when set against a backdrop of central government spending cuts. By introducing Amelia , the council expects to increase the volume of queries it manages; Amelia will be able to absorb time intensive routine requests while freeing up the time of council employees to focus on more complex issues. In short Amelia will help the council deliver more with the same resources.

8 In the first instance, the council plans to implement Amelia to answer general queries coming to the website answering requests in an intelligent, non-scripted way. In addition, the council will explore how far Amelia can help in managing application processes for specific areas: for example, pre-screening planning applications and providing self-certification for those building plans that fall within specific Amelia works alongside the existing service channels, residents will be able to select the way of interacting with the council that best suits their personal needs. Rather than requiring diverse visitors to be technology-literate, Enfield Council will require that their technology be people-literate.

9 Given the fact that Amelia interacts using natural language, the expectation is that she will be well placed to support everyone. Enfield s pioneering adoption of cognitive technology is expected to set a trend for other public sector bodies both in the UK and across other regions. Enfield CouncilPublic Service Virtual Agent Our approach to transformation embraces digital technology to find completely new ways of supporting residents, which, in turn, frees up valuable resources for reinvestment in front line services. Deploying IPsoft s world-leading artificial intelligence is another major milestone in this journey. James Rolfe Enfield Council Director of Finance, Resources & Customer Services798 Global Bank Mortgage Broker AgentOne leading global bank intent on seizing first-mover advantage in its digital strategy is working with IPsoft to transform key operations by incorporating Amelia .

10 In order to test her flexibility and breadth of understanding, the bank set out a project that could demonstrate the depth of her capabilities by incorporating her into the mortgage broker advisory team. Around the clock external mortgage brokers request information about bank products and policies. Their questions need to be answered correctly to ensure that subsequent mortgage applications are compliant and can lead to a successful approval. A fast response can make the difference between a broker selling the bank s product or that of a competitor. By equipping Amelia to respond to queries, a bank could be sure to satisfy both requirements.