Business leaders understand that a successful digital transformation is crucial to an organization’s survival. The global economy has transitioned from physical to digital in what feels like the blink of an eye. Today, a new transition is underway—the move from digitized to automated. Because of automation’s potential, the demands on executives to improve customer experience, increase productivity, and generate new revenue have never been greater. With these challenges comes the need to better utilize employees by giving them access to the world’s most advanced data and technology. The CEOs who fail to take advantage of automation will be viewed as laggards, while those who find a way to successfully merge automation with human labor will be responsible for building the next phase of the global economy. Amelia can play a critical role for companies looking to make the transition to a new way of doing business.
The groundswell for AI adoption is already taking shape. Twenty-eight percent of firms have already adopted at least one AI technology, according to McKinsey, because they see AI’s future potential. The impact of AI technologies on business is projected to increase labor productivity by up to 40% and enable people to make more efficient use of their time. Executives are even more optimistic—80% believe artificial intelligence improves worker performance and creates jobs.
At this point, most conversations around AI have focused on helping staffers automate rote processes, but that’s only part of the story. Although AI can accomplish those tasks, it is capable of infinitely more valuable things. In the next few years, we believe you’ll see AI completely transforming companies, while providing massive ROI at scale and reducing risk. These are exactly the kinds of results that Amelia is designed to deliver.
As a customer service agent, Amelia can handle most if not all of a company’s service requests without the need for human intervention. Gartner projects that 85% of customer interactions will take place without a human agent by 2020. The complexity of these interactions, and the business value they generate, will depend on the sophistication of the tools they deploy. With platforms like Amelia, large-scale contact centers will one day be a thing of the past. So will static chatbots, for that matter. Amelia instead will provide companies with a host of digital colleagues who think, speak, and empathize like humans, who are also adept at understanding and communicating how a business works.
Customer service will be overseen by human workers but staffed entirely by virtual agents. With this evolution, customers will see dramatically reduced hold times, much higher first-touch problem resolution, and service will always be delivered with a smile thanks to Amelia’s ability to display emotion. Business leaders can be confident that Amelia is doing everything she can to serve customers in the most human and most efficient way possible, building customer loyalty and relationships.
Data analysis done today will seem elementary compared to what we’ll be capable of tomorrow. Companies that process large volumes of data to make decisions on approvals, risk management, or any other analyses will one day rely entirely on AI to recommend and make high-level business decisions. Humans will be there to oversee the steps taken by AI to analyze and recommend actions, but the responsibility for crunching the numbers will be handed off to agents like Amelia, who can perform these functions with higher levels of speed and accuracy. This results in bottom-line savings that business leaders can reinvest into a variety of projects and initiatives.
CEOs also can utilize AI as a first line of corporate defense. Amelia can detect fraud, stop network attacks, and monitor for business anomalies around-the-clock, taking on work that now requires an army of human analysts. She’s already proven adept at blocking phishing attacks. While deployed at an online gaming company, Amelia on her own was able to detect that 4% of total support chats were coming from phishers. By doing this, she saved more than 100 hours of wasted labor, with degrees of accuracy for some functions reached over 99% accuracy. With results such as this, it’s no wonder Amelia is known as the market’s most-advanced AI platform.
What’s important for business leaders to know is that these are not pie-in-the-sky, best-case scenarios -- Amelia exists today, and she’s already on the job for customers around the world. Executives also should realize that Amelia’s implementation process is very manageable and collaborative. We work with customers to integrate their core functions and standard business processes with Amelia’s core, creating digital colleagues customized for a specific business case. IPsoft trains Amelia with client-based standard operating procedures, process workflows, and frequently asked questions. We load chat transcripts, call recordings, and even live service escalations to familiarize her with how a human agent manages queries. We directly configure process instructions, and proper language and grammar, to give her the necessary humanlike qualities to answer queries directly. As she interacts she learns; as she learns, she improves; as she improves she can handle greater challenges.
The pressure is mounting on business leaders to embrace AI. The ones who today adopt more skilled and sophisticated platforms like Amelia will quickly deliver business value and outpace the competition. Time wasted now is opportunity, and revenue, wasted tomorrow.