New AI integration for Genesys Cloud enables businesses to deploy digital customer care employees for faster resolutions and reduced wait times

IPsoft, the largest independent leader in enterprise artificial intelligence (AI), announced that Amelia, its industry-leading digital customer service agent, is now available on Genesys AppFoundry from Genesys, the global leader in cloud customer experience and contact centre solutions.

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Amelia, with her superior conversational AI capabilities, can handle customers’ most common requests by herself, without human support, empowering organizations to offer their customers immediate and scalable 24/7 support for faster problem resolutions. The integration of Amelia is available through Genesys Cloud, the industry’s leading cloud contact centre platform, with a robust feature set and open APIs, which allows for flexibility, scalability and rapid innovations.

Genesys and IPsoft customers, includes Bankia one of the largest banks in Spain. Bankia deployed Amelia as a digital contact centre agent to scale customer service and improve the customer experience. Since Amelia went live in January 2020, she has been handling over 10,000 voice calls per month – a number that is constantly growing as the intelligent digital agent continuously learns from previous interactions. Amelia helps Bankia customers with transactional tasks like credit card management (blocking/unblocking) and online banking password resets. She also collaborates with human contact center agents to help them with authenticating customers and conducting surveys.

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Scott Kohn, Chief Channel Officer at IPsoft, commented: “We’re delighted to be bringing Amelia to Genesys´ customers. In the current global crisis, many firms struggle to keep up with customer service demands, and IPsoft´s Amelia is critical in helping organizations triage customer calls at scale and resolve inquiries on the first touch, ensuring that calls are only routed to human agents when necessary. By freeing up agent’s time and helping them thrive in their roles, Amelia is helping to create superior customer experiences and fast time-to-resolution for customer service providers, while proactively recommending new solution paths she has learned by observing human agents.”

“Delivering remarkable customer experience is our goal at Genesys and that’s why we’re really excited to make Amelia available to our joint customers on AppFoundry”, said Juergen Tolksdorf, Senior Director ISV and Technology Alliances at Genesys. “This integration provides AppFoundry customers with a unique opportunity to leverage IPsoft’s ground-breaking cognitive Digital Colleague and offer consistently outstanding brand encounters, with communication, personalization and seamless consumer experiences at the core.”

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Amelia is repeatedly identified as a market-leading virtual agent by third-party analyst firms such as Forrester, Everest Group and Ovum.  Her ability to understand intent, switch contexts, and interact conversationally in natural language, lets her support her customers like a human agent. With Amelia, human employees are relieved of rote and repeatable tasks, which in turn enables them to focus on more complex customer requests and higher-value work. Amelia has a proven track record in improving customer satisfaction and can contribute to higher Net Promoter Scores.

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