The Digital Contact Center Employee, who handles 4.5 million calls/month at Telefónica, can now be cloud-sourced via DigitalWorkforce.ai to support more companies in delivering scaled and superior customer service
New York, June 2, 2020 – IPsoft, the largest independent leader in enterprise AI, today announced the launch of Amelia for Customer Care, a cloud-based Digital Employee that can help companies accelerate their first-touch customer interactions and time to resolution (TTR) rates. Amelia is capable of handling most common customer service tasks without human support, empowering customers to self-serve and resolve issues independently, so they can more quickly connect with human agents for more complex issues.
Amelia for Customer Care is available on DigitalWorkforce.ai, the world’s first marketplace for Digital Employees that come with decades of experience in enterprise AI for specific roles and skills. The new Digital Contact Center Employee can be deployed in hours and days – not weeks and months – and is easily trainable on company customer service policies (orders, returns, etc.) for faster near-term ROI.
High-volume contact centers are struggling with demand; companies with overburdened and ineffective phone-based IVR (interactive voice response) systems can hire Amelia for Customer Care to immediately improve customer experiences and relieve the pressure on their call center agents.
Telefónica Peru introduced digital voice agents in its call centers with several objectives: to drive customer experience, to optimize costs, and to make use of all the valuable data customers provide during interactions with call centers.
“We discovered that the main catalyst for our digital transformation would be to focus on customer-facing processes,” said Gonzalo Gomez Cid, Global Contact Center Director at Telefónica. “We wanted to be 24/7, anytime, anywhere, transparent and personalized. Our priority was to address the volume of handled calls, to capture customer impact and benefits, and to impact call center infrastructure and CRM systems. Today Amelia handles 250,000 calls per day, or more than 4.5 million calls per month, in one of the most demanding operations of Telefonica in Peru, entirely replacing the previous IVR-based customer service system. During her interactions, Amelia recognized customer intent correctly on 90% of calls.”
Unlike solutions underpinned solely by chatbots or robotic process automation (RPA), 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 a company’s back-end systems, as well as CRM and call center solutions such as Genesys, Salesforce, Service Now and Avaya to independently resolve a number of key tasks. Where requests fall beyond her skillset, she escalates and collaborates with human employees to solve issues and learn from the experience. For one European bank, Amelia handles customer care for more than 68 million global customers, and routes and resolves more than 100+ million calls per year; she consistently achieves 98% accuracy and now handles 32% of calls without human support.
Chetan Dube, CEO at IPsoft, commented: “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. 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 industry-leading cognitive AI agent that underpins the solution, has repeatedly been identified as market-leading technology by Everest Group, Forrester and Ovum. Thanks to her ability to switch contexts and interact conversationally in natural language, Amelia for Customer Care is as intuitive an experience as with a human agent. Relieving human employees of rote and repeatable tasks in turn enables them to focus on higher-value work, with Amelia having a demonstrable improvement on organizations’ customer satisfaction and Net Promoter Scores.
Companies can hire Amelia for Customer Care today on DigitalWorkforce.ai. for a variety of roles and skills, including:
- Customer Portal
- Portal Access Manager
- Portal Troubleshooting (such as password resets)
- Product/Service Orders
- Product/Service Tutorials
- Product/Service FAQs
- Refund Requests
- Shipping Manager
- Product/Service Issues
- Product Insurance Claims
- Product Returns and FAQs
- Appointment management (including scheduling, rescheduling and cancelling)
- Store Locator
- Company FAQs
Building on decades of innovation in automation and AI, IPsoft continues to fundamentally expand what automation and cognitive technologies can accomplish, and demonstrate its ongoing leadership in enterprise AI. As Amelia for Customer Care joins the ranks of Digital Employees at DigitalWorkforce.ai, the market moves closer to IPsoft’s vision of a symbiotic digital-human workforce, giving companies the ability to fully harness the potential ROI in AI.
IPsoft is the world’s largest privately held AI software company delivering cognitive, conversational solutions for the enterprise. As the leading digital workforce company, we team humans with digital employees to unleash creativity and deliver business value at scale. With the introduction of the world´s first marketplace for cloud sourced digital employees, DigitalWorkforce.ai, we are the first company to launch a hybrid workforce. With a combination of Amelia, the industry’s most-human cognitive AI colleague, and 1Desk™, the first end-to-end digital transformation platform, IPsoft rapidly streamlines IT operations, automates processes, increases workforce productivity and improves customer satisfaction – delivering bottom line results. Headquartered in New York City with offices in 15 countries, IPsoft serves more than 500 of the world’s leading brands across IT services, financial services and banking, insurance, telecommunications, retail, manufacturing, healthcare and other sectors. See how IPsoft is powering the future of work www.ipsoft.com
Amelia is the world´s first digital colleague. Since her introduction in 2014, she has gained hundreds of skills across multiple industries. She is modelled on human intelligence, understanding and empathy. Amelia is fluent in English, Japanese, Spanish, French, German, Dutch, Swedish, Norwegian, Danish and Italian.
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