Amelia Platform Introduction

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Introduction

The Amelia platform pairs Generative AI and LLMs with a cognitive engine. This pairing helps you to build and deploy intelligent virtual agents faster. These virtual agents drive business value by improving user experience and optimizing operations.

Generative AI and Conversational AI

Generative AI and Conversational AI have distinct attributes suited to different applications. Conversational AI handles natural language queries in real time, extracting relevant details and performing actions. This makes it ideal for customer service interactions, order processing, and FAQs (frequently asked questions).

Generative AI creates new contextually accurate and semantically consistent sentences and paragraphs. This skill makes Generative AI a powerful tool for creative and innovative tasks. Amelia uses Generative AI for various tasks. For example, zero-shot intent recognition and entity extraction. Amelia can also paraphrase and generate natural language responses. Plus, build complete prototypes with placeholders for key integrations. This helps you quickly implement new use cases.

LLMs (Large Language Models) are a type of Generative AI. LLMs are ideal for answering in-frequently asked questions. In-frequently asked questions are specific and unexpected. LLMs also work well for agent recommendations during escalations. They can also summarize information for support agents. They use information from documents, knowledge stores, websites, and approved content. This provides accurate answers to specific questions.  LLMs also make it possible to have natural and free-flowing conversations with documents. Your users can interact with documents in a more dynamic and interactive way.

Enterprises must exercise caution when deploying LLMs. As Generative AI gains popularity, hallucinations, bias, misinformation, and surveillance incidents are possible. When implemented correctly, this technology can bring tremendous value to your organization. The key lies in incorporating Generative AI into existing processes.

The true power of AI happens when you combine these technologies. Combining Conversational AI and Cognitive AI capabilities creates a superior experience. You get more functionality and better performance. This blend of AI technologies offers more sophisticated, intuitive, and personalized interactions. These interactions improve business operations and enhance customer satisfaction, driving business growth.

Common Amelia Use Cases

Experience matters now more than ever. Today's enterprises face the pressures of customer expectations, employee dissatisfaction, and overall responsiveness. Because of these challenges, enterprises are speeding up their digital transformations.

The main reasons to choose Amelia are:

  • Enhanced Customer Experience: Poor service leads to customer churn. Today's users have higher expectations of customer service. Inconsistent support and unresolved issues lead to revenue churn and care escalation costs. Amelia improves customer satisfaction by strengthening relationships with an always-on, always-engaged virtual agent. Amelia is available 24/7, helping you to meet your service level agreements.

  • Improved Employee Productivity: High-stress customer service and IT support jobs have a higher turnover rate. This results in higher costs for replacing employees. Amelia boosts contact center operations by increasing customer satisfaction and reducing service costs. Amelia does this by replicating the performance of your highest-performing employees. This allows your high performers to focus on higher-value tasks.

  • Accelerated Time-to-Value: Our low-code, easy-to-use platform lets us quickly build and deploy virtual agents. Once deployed, you can scale up or down as needed, allowing you to deploy fast and evolve even faster.

  • Generative AI + Conversational AI: Amelia brings cutting-edge Generative and Conversation AI to the market responsibly and cost-effectively.

  • One IVA (Intelligent Virtual Agent), Global Capacity: Fluent in 100+ languages and available 24/7. Our platform creates exceptional customer and employee experiences for all.

  • End-to-End Enterprise Automation: As an automation backbone, our platform connects front- and back-office operations. This lets us elevate existing technology and unlock enterprise-wide improvements.

Pillars of the Amelia Platform

The Amelia Conversational AI platform has three main pillars: Build with AI, Experience with AI, and Optimize with AI.

  • Build: Helps you build solutions using Amelia's low-code design tool with built-in Generative AI. For AI-assisted design, you'll use the Digital Employees builder and Amelia Builds Amelia. You'll leverage pre-built content, natural language understanding and low-code integration and orchestration.

  • Experience: Helps you captivate customers and employees with fast and personalized resolutions. For AI-enabled engagement, you'll use Amelia's Arbitration Engine. This offers multi-modal interactions and LLM-powered question-answering. It also provides intelligence, comprehension, escalation, and agent assistance.

  • Optimize: This is key to learning, continuous improvement and adaptability. Sentient provides AI-driven deep analytics and insights for inductive learning. It also provides conversational, CSAT, and journey analytics.

Figure 1. Pillars of the Platform

Amelia's Intelligent Virtual Agents

Powered by the latest AI technologies, Amelia's IVAs (Intelligent Virtual Agents) are a software that's always available to help your customers and employees. Amelia AI Agents communicate in natural language to answer questions and solve issues. Our AI Agents typically fall into three categories:

  • Answer Agents: Virtual agents powered by Amelia Answers are great at instant information discovery. When information is hard to find, customers and employees become frustrated. Answer Agents solve this problem. These agents gather information from various sources, such as knowledge bases, websites, and documents. Then, they use AI techniques to quickly provide accurate answers to people's questions.

  • Action Agents: Virtual agents powered by Amelia Actions excel at seamless task resolution. Contact centers and support teams are often short-staffed and busy, causing long wait times. Action Agents ease the pressure on contact centers by automating tasks. Built on the Amelia Actions (Amelia Builds Amelia) platform, these AI agents have thousands of skills and can learn new ones. They also use Generative AI to uncover new use cases and improve experiences.

  • Autonomous Agents: This is the future of AI. These agents combine Amelia Answers and Amelia Actions with cutting-edge AI research. Autonomous Agents make it even easier to build and scale. Autonomous Agents don't need step-by-step configuration. They receive instructions and expectations, and they figure out the rest.

Features and Capabilities

Amelia works across industries and business processes to deliver faster resolutions, higher retention, and increased productivity.

Today, Amelia functions across the following industries:

  • Financial Institutions: To make payments, replace lost credit cards, and open new accounts.

  • Healthcare: To schedule appointments, refill prescriptions, or submit claims.

  • Insurance: To add beneficiaries, submit claims, make payments, or report a loss.

  • Telecom: To order new devices, troubleshoot wi-fi, update plans and coverage, or make payments.

  • Travel: To book flights, track baggage, check-in/out, or request room service.

And, you'll find Amelia playing a hand in the following business processes:

  • Agent Experience: For seamless escalations, recommended best practices and administration support.

  • HR Services: For vacation requests, personal information updates and group benefit enrollment.

  • IT Services: For password resets, account unlocks, troubleshooting and new equipment procurement.

The following figure gives you a glimpse of Amelia's features.

Figure 2. Amelia's Capabilities

Besides building, experiencing, and optimizing with AI, Amelia also supports channel integrations. Channel integrations enhance communication and collaboration using pre-built gateways. Consider integrating with Salesforce, Cisco, or messaging apps like WhatsApp and Facebook Messenger. Then there's System Integrations. These no-code templates support integration with platforms like SAP, Adobe, HubSpot, and Zendesk. Lastly, there's the NLU pipeline and enterprise platform support. End-to-end, Amelia delivers a comprehensive and integrated approach to AI.

More Resources

For more information, see: