IPsoft, a global leader in enterprise AI, and Unisys Corporation (NYSE: UIS) today announced their continued partnership to embed cognitive AI capabilities within InteliServe,™ the Unisys pervasive workplace automation platform that transforms the way users interact with the service desk. Together they provide an integrated suite of best-in-class cognitive technology that resolves all workplace issues from tech and HR to legal and finance.
Since the partnership began, the capabilities of InteliServe™ with Amelia, IPsoft’s industry-leading digital employee, have continued to improve and expand to support users across all channels. Amelia is now the first point of contact for InteliServe™ bringing a consistent experience and reaching all users regardless of work location (home, office, or on the run). This on-demand support model has been critical during the recent work environment shift users faced during the pandemic.
“As companies implemented work-from-home policies amid the COVID-19 threat, we have seen a considerable uptick in our clients’ service desk call volume,” said Mickey Davis, Global Vice President, Digital Workplace Services, Unisys. “Since Amelia is now integrated with telephony, the volume of calls can be resolved more quickly, increasing user-experience and agent productivity.”
As we look to the future and a new normal, Unisys will begin using Amelia to provide internal support. She will interact with Field Service technicians to achieve lower resolution times and improve satisfaction through automation of tasks.
Amelia is trained on the most common support requests, FAQs and more complex questions InteliServe™ handles. She is capable of complex natural language understanding, context switching and intent recognition, which means that she understands, diagnoses and selects the optimal path to resolution for any individual user.
“Our partnership delivers highly automated, streamlined and cost-effective IT support with conversational AI. Amelia brings a new level of ROI through AI. Unlike chatbots, IPsoft’s cognitive agent Amelia does more than just recognize keywords and user questions. She observes, learns, understands and grows her skills over time,” said Scott Kohn, IPsoft’s Chief Channel Officer.
In the event that Amelia is not yet trained to complete a user’s support request, Amelia transfers to the appropriate human colleague for completion. Amelia´s continuous learning capabilities allow her to observe and learn from the interaction, leading to more rapid resolutions in subsequent support requests.
Amelia is consistently recognized by third-party analyst firms as a market-leading solution. In a recent New Wave report, Forrester said IPsoft “leads the pack with robust IT operations chatbot features.” The research reviewed “the eight most significant providers in the category” and scored vendors against 10 criteria, including chatbot readiness, automation, architecture and integrations, and deployment and security. According to Forrester, IPsoft received a “differentiated” rating in all 10 categories — the highest rating possible — and IPsoft was the only vendor to achieve that rating in every category.