IPsoft Launches Amelia for Customer Care

IPsoft today launched Amelia for Customer Care, a cloud-based digital employee capable of handling most common customer service tasks without human support.

Amelia for Customer Care is available on the DigitalWorkforce.ai marketplace.

Amelia's cognitive intelligence allows her to interact naturally with humans and continuously learn from every interaction. Available 24/7 through voice and webchat, she integrates and communicates with back-end systems, as well as CRM and call centers solutions from Genesys, Salesforce, ServiceNow, and Avaya to independently resolve some tasks. Where requests fall beyond her skillset, she escalates and collaborates with human employees to solve issues and learn from the experience.

"Many companies are struggling to keep up with customer service demand. Undoubtedly many firms' most immediate and acute challenge is handling the massive spikes in inquiries contact centers are handling due to the shift away from physical stores and branches in the current climate. However, a longer-standing concern has been around satisfying evolving expectations for more channels, more choices, increased flexibility, and quicker resolutions," said Chetan Dube, CEO of IPsoft, in a statement. "Digital Contact Center Employees will be critical in helping organizations triage customer calls at scale and resolve inquiries on the first touch, ensuring that calls are only routed to human agents when necessary. This will help improve the customer experience and TTR, with more simple requests capable of simple self-serve resolution and more complex issues getting through to human agents much faster."

Amelia, IPsoft's cognitive AI agent underpinning the solution, can switch contexts and interact conversationally in natural language.

Companies can hire Amelia to manage the following:

  • Customer portal access and troubleshooting;
  • Product and service orders;
  • Shipping, including service issues, insurance claims, and returns;
  • Appointment management, including scheduling, rescheduling, and cancelling;
  • Store locator; and
  • Company FAQs.

Thanks to the use of auto-translation, Amelia can communicate in more than 100 languages.

IPsoft also worked with GlobalDWS, a systems integrator and solution provider to enable Amelia on GlobalDWS' service robot platform.

The result of this agreement is a new Disinfection Service Robot (DSR) that combines GlobalDWS’ autonomous, voice-enabled robot platform with an Amelia-driven COVID-19 Assistant. The robot is equipped with a high-pressure atomizer containing disinfectant liquid and UV-C lights to effectively eliminate 99.9% of harmful bacteria and viruses from a target area (e.g. floors, desks, doors) while providing COVID-19 risk assessments and information through an interactive assistant. The DSR is now being tested at various senior care facilities in Toronto.

"We are excited to work together with GlobalDWS to enable another milestone in the creation of human-digital workforces. With Amelia applying her unique capabilities via yet another innovative channel, she can allow organizations to provide superior services to patients, staff, and clients," IPsoft Chief Channel Officer Scott Kohn said in a statement. "The combination of Amelia's brain and its cognitive capabilities with those of Global DWS' physical service robots open up a broad range of use cases that we are looking forward to exploring together."