Download Meet Amelia

Meet
Your first digital employee
Amelia applies
the science of
human thought to
comprehension
in a way distinctly
different from
any other artificial
intelligence platform
Meet Amelia
2
Who is Amelia?
Amelia is an artificial intelligence platform that can
understand, learn and interact as a human would to
solve problems. She manages tasks in a wide range
of industries, from financial services and energy to
telecommunications and media.
Amelia reads natural language, understands context, applies
logic, infers implications, learns through experience and even
senses emotions. Unlike other technologies that purely detect
and match words used in queries to retrieve information,
she understands what is meant, not simply what is said. She
applies context to distinguish between different uses of the
same word in order to fully understand the implied meaning.
Amelia is able to read and digest the same training information
as her human colleagues but in a matter of hours or days and
without needing time intensive programming. Amelia also
learns on the job by observing interactions between her human
coworkers and customers and independently builds her own
process map of what is happening. She then stores and
applies that knowledge to determine how to resolve similar
situations on her own. This ability to observe, understand and
automatically apply this knowledge combined with the speed
at which she learns allows her to quickly become an expert in
any field in which she works.
Named after American aviator and pioneer of the sky Amelia
Earhart, Amelia is a pioneer herself in the field of cognitive
computing, a type of computing which learns by experience
and/or instruction like a human. Amelia applies the science of
human thought to comprehension in a way distinctly different
from any other artificial intelligence platform and unlike any
other technology available today.
Meet Amelia
3
Amelia works at the same high
standard all day, every day
What impact
will she have
on business?
Much like industrial machines
transformed agriculture and
manufacturing, cognitive technologies
will drive the next evolution of the
global workforce. Their impact in the
workforce will be felt globally and
at a more accelerated pace than
any previous shifts in technologyled change. In order to compete in
the digital economy, a company’s
workforce will be comprised of both
human and virtual employees.
Technologies like Amelia will redefine
traditional roles within the workforce. She
functions as an extension of a company’s
existing workforce, transforming what’s
possible in the workplace. By handling
repetitive, often tedious yet necessary
tasks, her human colleagues can shift their
workload to focus on value creating activities
that drive higher quality levels of productivity
and service.
With Amelia at work, new processes
will emerge — as she helps companies
introduce new service-enriching processes
and efficiencies not previously possible or
financially feasible. In turn, employees can
take on higher-level roles such as mining
data to formulate new ways to enrich
customer service.
Meet Amelia
4
How can she
be applied?
Amelia helps automate what we commonly refer to as
knowledge work. She learns just like any new employee
and can apply her knowledge to help employees and
customers in virtually any industry address a wide range
of business challenges.
From front-line government council services in North
London, to assisting financial advisors, working at a
customer help desk, to processing claims for insurance
companies, Amelia has countless industry applications.
No matter the role she is in, she can learn and provide
valuable recommendations and solutions to her human
coworkers and customers alike, in ways never seen before
by an artificially intelligent system.
In industries where compliance is critical, companies
can rely on Amelia to follow governance rules precisely.
Reducing risk exposure is inherent in her nature and she
can always ensure a full audit trail is available. Because
she is digital, Amelia will never be a victim of “human
error” – she doesn’t get tired, no matter the time of day,
and works at the same high standard all day, every day, no
matter how she is deployed.
Meet Amelia
5
Ready to work,
wherever you
need her
Procurement Processing
Service Desk Support
Claims Processing
Service Desks can field a wide range of
questions and requests, and Amelia’s ability
to learn quickly and ask qualifying questions
to get to the root of a problem makes her
ideal for providing call center support. Amelia
is able to receive customer inquiries and
provide answers by understanding what
a customer is looking for and asking the
necessary questions to clarify the issue.
She can also find and access information,
all in order to solve a problem and provide a
customer with an answer. If she cannot help
the customer herself, she will raise the issue
to her human counterpart, and she can then
aid them in solving the problem, while also
learning how to solve the problem herself for
future reference.
According to consultancy firm McKinsey,
automation will eventually handle most insurer
processes. Amelia is up to the task today. She
is ideally suited to perform a range of roles
including claims processing. After absorbing
reams of claims rules, Amelia can engage
customers directly to answer specific queries,
review submissions and process claims. And
she provides infinitely scalable digital labor to
accommodate customer demand 24/7.
Amelia can be trained to handle almost
any knowledge-based task. She has
the capacity to perform and contribute
in a diverse spectrum of roles in almost
any business scenario. Just imagine
how she could help you…
Meet Amelia
For most organizations following a strict
procedure on procurement involves many steps
to minimize risk and support effective supplier
management. Amelia can be relied upon not
only to follow the process required but deal
with the many questions that are raised during
the process by buyers and suppliers alike in a
timely manner. Transparency is key and Amelia
ensures a full audit trail of execution points
and can be relied upon to ensure invoices are
checked and processed in a timely manner.
These are just a few of Amelia’s possible
industry applications. Her potential to
transform industries and the way both
employees and customers interact with
artificial intelligence is limited only by our
imagination.
6
Amelia can
be trained
to handle
almost any
knowledgebased task
Meet Amelia
7
Amelia
understands
what you
actually mean
Why is Amelia
different?
Meet Amelia
Language Comprehension
Amelia stands out from other technologies
for her ability to understand natural
language. She doesn’t simply recognize
the words we use; she understands
the meaning we want to convey. This
distinction is important. Many platforms
today use automated responses for
customer inquiries. Others rely solely on
pattern-matching keywords to locate an
answer. In the end, such platforms lack
the ability to recognize the underlying
sense of what is being communicated,
significantly limiting their ability to help users
and customers. In contrast, Amelia can
comprehend the underlying meaning of what
is communicated just as a human would.
She allows customers and colleagues to
get straight to the point and speeds up the
response.
8
She learns
quickly and
continues to
get smarter
Amelia is an
adept problem
solver
Natural Learning Process
Problem Solving
Amelia’s initial learning is similar to human
learning, and she can be taught in hours or
days without time-intensive programming,
And Amelia continuously learns by observing
her colleagues to discover the best course of
action for specific situations. Using her own
intelligence, Amelia adds to the knowledge
of the processes she observes so she can
autonomously apply them to similar future
scenarios.
In a fraction of the time it traditionally takes
to train someone in a new role, Amelia is
able to perform at a high level and support
large-scale operations with ease. Whereas
other technologies demand that humans
adapt their behavior to interact with “smart
machines” Amelia is intelligent enough to
interact like a human herself and deliver a
top quality customer experience.
A five-day immersive training course
equips human Cognitive Engineers with the
knowledge and insight to instruct Amelia
how to have natural conversations using
industry and/or company-specific vocabulary
and terminology.
I listen,
understand and clarify
I execute a process to
solve the issue
If I can’t provide an answer,
I escalate to a human colleague
I then observe my colleagues’
actions and learn for the next time
Meet Amelia
9
The science
behind Amelia
Launched in the fall of 2015, Amelia 2.0 makes huge strides in terms of
dialogue management comprehension and emotional engagement through the
following technology developments:
Memory: Amelia’s memory is organized like a human’s memory, with episodic
and semantic capabilities. Amelia’s episodic memory gives her cognition of
various experiences and events. Her semantic memory gives her a structured
record of facts, meanings, concepts and knowledge about the client world. The
combination of the two allows Amelia to hold a natural conversation that is not
restricted to following established flows.
Contextual comprehension: Concepts and ideas in the human brain are
semantically linked, so that thinking about or firing one set of neurons in your
head primes other related ones, making them more likely to fire in future. This
allows localized querying in the human brain as opposed to typical search
based algorithms. Amelia emulates that capability so that she can quickly
and reliably retrieve information across a wider and more complex set of
knowledge.
Emotional responsiveness: Research shows that a better customer experience
is directly tied to empathy shown by the agent. Amelia has an emotional
quotient (EQ) that enables her to keep track of every client interaction and
allows her to adapt her responses accordingly so that she delivers personal
service to every customer.
Meet Amelia
10
Emulating, Not Mimicking
Human Comprehension
In much the same way as we learned to
fly by studying the science of flight rather
than building a machine that flaps its wings
like a bird, Amelia can process information
like a human rather than simply mimicking
human thought processes, marking a major
breakthrough in cognitive technology.
IPsoft researched the anterior and posterior
neo-cortex functions in the human brain
to learn how we understand language.
To bring Amelia to life, semantic role
understanding was applied in order to
allow her to deconstruct the parts of a
sentence, understand the role of each word
and interpret their relationship to other
words. First order logic also plays a crucial
role in enabling Amelia to understand the
meaning of what is implied in a sentence.
The resulting “Knowledge Graph” — a neural
ontology that allows her to not only grasp
concepts but also the relationships between
them — means Amelia can understand the
context and implication of what is being
communicated unlike any virtual agents
deployed to date.
Meet Amelia
Logical Conclusions
By applying logic proactively to her
knowledge, Amelia is also equipped to
solve problems. Referring back to her body
of knowledge, she is able to ask the right
clarifying questions from an incoming query
posed in natural language and, just like a
human would, establish the precise nature
of a problem. She can then independently
assess what actions she needs to execute
at each step of an overall process in order to
resolve the problem as swiftly as possible.
Again, this circumvents the need for
creating specific code to handle every single
possibility.
Amelia
supports
large-scale
operations
with ease
11
Amelia is an artificial intelligence platform
that can understand, learn and interact as
a human would to solve problems. She
makes it possible to automate knowledge
work across a broad range of functions.
With Amelia able to shoulder the burden
of tedious, often laborious tasks, she
partners with human co-workers to
achieve new levels of productivity and
service quality.
To find out more, visit
www.ipsoft.com/amelia
+1 212 708 5500
[email protected]
www.ipsoft.com/amelia
17 State Street, 14th
Floor, New York NY,
10004 USA
© Copyright 2016 IPsoft. All rights reserved.
© Copyright 2015 IPsoft. All rights reserved.