An Intellyx Brain Candy Update
The modern enterprise is facing concurrent challenges when it comes to delivering on a vital element of the digital transformation story — the customer experience. Customers are expecting to be delighted at every turn and for companies to anticipate their needs and desires. Delivering this type of high-touch service, however, is expensive — especially at a time in which companies must continually reduce their operating expenses to remain competitive.
IPsoft, which calls itself The Digital Labor Company, believes that it can help enterprises respond to this conundrum by delivering exceptional service using a workforce of digital agents. The company claims that its digital agent, which it calls Amelia and which it developed explicitly to serve the enterprise market, is unlike consumer-focused digital assistants such as Alexa or Siri in some significant ways.
The platform operates in an omnichannel fashion, able to interact with customers via chat, email, web interfaces or voice. More importantly, the platform connects to an organization’s systems, data and customer engagement channels and then uses advanced machine learning models to enable the agents to make business decisions in real-time based on the conversational data from the interaction.
In addition, the company uses what it calls spread activation to dynamically change context during a customer interaction and create a fluid, context-relevant conversation. This spread activation process operates in essentially the same way as the human brain and, according to the company, enables Amelia to have very human-like conversations that replicate the best human customer service interactions.
Copyright © Intellyx LLC.Intellyx publishes the Agile Digital Transformation Roadmap poster, advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. As of the time of writing, none of the organizations mentioned in this article are Intellyx customers. To be considered for a Brain Candy article, email us at pr@intellyx.com.
