Technology Magazine March 2018 | Page 171

Companies must be diligent in selecting the AI tech that will deliver those elements and the best experience for their various audiences and communities . An effective AI solution needs to be scalable to handle high inquiry and transaction volumes , self-learning so it can improve services it delivers over time , conversationally interactive so it can connect with end-users , collaborative to work with human agents and employees , and intelligent to detect users ’ sentiments and emotions and provide support in an empathetic way .

Amelia can communicate with customers 24 / 7 in the proper context and through multiple channels like laptops , mobile phones and even virtual home assistants ( like Alexa or Google Home ).

Recognizing these trends , Great-West Life Insurance Company is looking to leverage IPsoft ’ s Amelia to enhance its customer-facing platforms with cognitive AI technology .

“ We recognize the great potential that AI technology like Amelia can deliver to our customers ,” said Philip Armstrong , Executive Vice-President and Global Chief Information Officer at Great-West Lifeco . “ Customer satisfaction is our highest priority , and Amelia will provide enhanced levels of accuracy and efficiency for our customers .”

Amelia is more advanced than chatbots , which provide only static pre-programmed responses to customer queries that often do little to enhance overall customer satisfaction . Amelia elevates customer interactions to the point where users feel as if they ’ re talking to a human that cares about their needs . She provides human-like intimacy and interaction at scale that helps companies build long-term customer relationships , while at the same time keeping costs in check .

Great-West LifeCo will be able to take advantage of best practices from other IPsoft clients , even those outside its industry . For example , SEB , the leading Nordic corporate bank , is utilizing Amelia for account password resets , step-by-step assistance with credit and debit cards , and banking location services with its customers . Amelia has reached a 90 % accuracy rate in understanding and completing tasks , and correctly hands-off queries to her human co-workers when necessary .

At IPsoft , we believe in AI ’ s ability to transform business and transform our lives . Our customers are achieving real-life business benefits from their Amelia investments while delivering an exceptional customer experience . Companies like Great-West Lifeco are pioneering the use of cognitive AI in customer service and driving the industry toward a new digital future .