Tech firm IPsoft is taking a unique approach to digitising the workplace with its AI virtual assistant Amelia.
Amelia is IPsoft’s 'digital employee', a virtual assistant that is built to mimic the human brain and support colleagues to help boost an organisation.
Parit Patel, head of solution architecture at IPsoft told Techworld: “Amelia is really the combination of quite a few years worth of internal R&D effort at the company.
“You know, we’re a very passionate technology company, we have a large number of our employees that have been here for many, many years because of this passion for ‘let’s do something different’ and that’s really built into the genetics of the company.”
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As the winner of the ‘Best Use of Emerging Tech’ award at this year’s the techies, IPsoft is very much focused on the use of cognitive technologies to transform business operations through three main product lines: an automated IT management platform called IPcenter; 1DESK, an automated unified enterprise services platform that is in the process of public release; and now Amelia.
Amelia is another example of how the company is bringing digitalisation to life by leveraging AI to transform communication in the workplace.
Can 'digital employees' help businesses?
“If you look at what’s happening when two people talk to each other, we said let’s see if we can create digital employees in that place and that really is where the concept of Amelia started," Patel said.
“The idea there is whenever people want to contact an organisation, first of all they want to have an internal conversation with a support function, like a service desk. Really, what’s happening in that conversation is the human being, well the agent, is able to understand very easily what the person is asking to have done or what it is they are describing.
“Our goal there is to say this sounds like the kind of space that we can start to work with some of the more advanced AI that is being developed in universities and implement it in the enterprise, and the outcome for us is Amelia,” Patel said.
In essence, Amelia has been built to assist businesses by opening up the possibility of virtual assistants that can hold natural language conversation with humans. This eliminates the user-to-robot command and response method.
“What makes our technology very cutting edge is that we’re not just looking to see if we can understand what they’re trying to do, we’re able to have very genuine two-way conversation with people and say we’re not just understanding natural language, but generating natural language.
“We’re not just understanding intention, we’re understanding context because in the usage of context that language becomes very compelling and that’s where we are, certainly at the forefront,” he added.
IPsoft claims Amelia can understand the context of a conversation and react or adapt to it.
“So when someone is engaging with her, they’re not feeling like they are speaking to a script. They’re not feeling like they’re speaking to a system that is forcing them to go A to B and they’re able to have a very natural conversation with her, which leads to high customer satisfaction and for us, it leads to an effective digital employee layer,” Patel concluded.