IPsoft, one of the largest independent leaders in enterprise Artificial Intelligence (AI), has announced that Amelia, its industry-leading digital customer service agent, is now available on Genesys AppFoundry from Genesys, a global leader in cloud customer experience and contact centre solutions.
Amelia, with her superior conversational AI capabilities, can handle customers’ most common requests by herself, without human support, empowering organisations to offer their customers immediate and scalable 24/7 support for faster problem resolutions. The integration of Amelia is available through Genesys Cloud, one of the industry’s leading cloud contact centre platforms, with a robust feature set and open APIs, which allows for flexibility, scalability and rapid innovations.
Genesys and IPsoft customers, includes Bankia one of the largest banks in Spain. Bankia deployed Amelia as a digital contact centre agent to scale customer service and improve the customer experience. Since Amelia went live in January 2020, she has been handling over 10,000 voice calls per month – a number that is constantly growing as the intelligent digital agent continuously learns from previous interactions. Amelia helps Bankia customers with transactional tasks like credit card management (blocking/unblocking) and online banking password resets. She also collaborates with human contact centre agents to help them with authenticating customers and conducting surveys.
Scott Kohn, Chief Channel Officer at IPsoft, said: “We’re delighted to be bringing Amelia to Genesys customers. In the current global crisis, many firms struggle to keep up with customer service demands and IPsoft’s Amelia is critical in helping organisations triage customer calls at scale and resolve inquiries on the first touch, ensuring that calls are only routed to human agents when necessary. By freeing up agent’s time and helping them thrive in their roles, Amelia is helping to create superior customer experiences and fast time-to-resolution for customer service providers, while proactively recommending new solution paths she has learned by observing human agents.”
“Delivering remarkable customer experience is our goal at Genesys and that’s why we’re really excited to make Amelia available to our joint customers on AppFoundry,” said Juergen Tolksdorf, Senior Director ISV and Technology Alliances at Genesys. “This integration provides AppFoundry customers with a unique opportunity to leverage IPsoft’s groundbreaking cognitive Digital Colleague and offer consistently outstanding brand encounters, with communication, personalisation and seamless consumer experiences at the core.”
