CLOUD & CYBER
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“ We need partners that are in it to be successful and are willing to make the Amelia or IPsoft brand a success ”
— Michael Anderson , Vice President / General Manager , IPsoft
processing and understanding . “ She is now omnichannel and she ’ s available via voice or video chat , you can even FaceTime her through a powerful front-end avatar that we have as well ,” he says . “ To transcend that further , her facial expressions are based on what you say . Whether she ’ s happy or sad , you will see that reflected clearly in her face .” Such innovation wouldn ’ t have been possible without client feedback and Anderson believes this feedback has enabled the voice of the customer to transform Amelia to the digital employee she is today . “ We certainly don ’ t work in a vacuum and we ’ ve developed Amelia in sprints ,” affirms Anderson . “ We turn around changes extremely quickly and we evolve with the voice of the customer .”
Anderson likens the Amelia solution to a “ Rolls-Royce ” but recognises it may not be everyone ’ s choice of vehicle . “ That ’ s why it ’ s vital that we ’ re aware of the niche things that each client would like to leverage the technology for but also that we ’ re able to articulate that ,” he explains . “ We will provide the opportunity to grow with the technology and provide support to companies that they may not need right now but will in the future .” Due to the impact COVID-19 has had on businesses , IPsoft has trained the software to provide support to people and help assess their risk of infection by answering several questions about coronavirus symptoms . “ Amelia is
AUGUST 2020