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Introduction

IPsoft recently launched Amelia 3.0 – the latest release of its AI digital workforce platform, or AI-based virtual digital assistant (VDA).

Highlights

  • Alternative ways of approaching work tasks are emerging to achieve some or all of the following objectives: reduce costs, improve the quality of work that human employees can fulfil, and support growth.
  • According to IPsoft, the implementations to date establish that Amelia can handle over 60% of client requests without external assistance, achieving over 90% accuracy and customer satisfaction ranging up to 88%.

Features and Benefits

  • Assesses customers' experiences of implementing Amelia, the ways they chose to deploy Amelia, the opportunities they chose to pursue, the strategy they took inside the organization, and some of the challenges they faced.
  • Evaluates the approach of early users of IPsoft’s Amelia, such as Swedish bank SEB, who demonstrate that this technology can increase commercial advantage and improve customer interactions in activities like banking, insurance, and mortgage broking.

Key questions answered

  • What use cases has IPsoft's Amelia been deployed to fulfill?
  • How have IPsoft customers approached implementation?

Table of contents

Ovum view

  • Catalyst
  • Ovum View
  • Recommendations

Finding an impactful start point for automation

  • The best start point for automation is where it is wanted
  • The leadership of the automation project needs to manage change and fear
  • The most impactful areas for demonstrating success are the ones with measurable KPIs
  • Different automation technologies suit different tasks and processes
  • Aiming for more than “better, faster, cheaper” is advisable
  • The longer-term strategy needs to be considered

Appendix

  • Further reading
  • Author

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