An Intellyx BrainCandy Brief
Chatbots are hardly anything new. And almost as soon as the industry introduced the first one, the first employee developed a love-hate relationship with it. With simple queries, they were great. But vary from the script, and everything fell apart, quickly transforming a positive experience into a disastrous one. The problem underlying these chatbot train wrecks, according to IPsoft, was the technology’s inability to understand emotion and intent.
In response, the company created an intention-aware intelligent agent it’s dubbed Amelia. According to the company, “Amelia is the result of decades of research in discrete mathematics, cognitive neuroscience, autonomic systems and embedded language models.” The company’s goal is for its clients to “hire” small armies of Amelias to serve as what it calls digital employees. Trained in a composite composed of what it calls “roles and skills,” the company claims that organizations can leverage Amelia in a variety of employee-like functions such as call center agents or on an IT support desk.
The reason Amelia can step into this more full-functioning role, according to the company, is its ability to perform complex natural language processing and conduct on-the-fly emotional and intent analysis. This capability allows it to both understand a customer or employee’s intent in context, and, as a result, also enable dynamic context switching in the course of a single conversation. Amelia can interact via traditional chatbot-like text interfaces, but also via a full audio and video-based avatar creating a more human-like interaction. IPsoft has set out lofty ambitions for Amelia’s role in the modern enterprise and is delivering it as one part of a suite that also includes machine-to-machine automation technology and a robotic process automation (RPA) solution.
©2020 Intellyx LLC. Intellyx advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. At the time of this 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.
