Amelia, the industry’s most-human digital AI colleague, is the only IVA to receive top ratings across all key dimensions in a new assessment of conversational AI vendors
IPsoft, the global leader in Enterprise AI, announced that it has received the highest ratings across all seven categories in new research from Everest Group, “Conversing with AI – Intelligent Virtual Agents (IVA) Market Report 2019.” Everest Group assessed 10 IVA vendors and rated them across multiple dimensions for IVA delivery, and IPsoft’s digital colleague, Amelia, was the only solution to be given perfect scores across all of them.
Everest Group highlights Amelia’s Natural Language Interface, multi-channel access and availability, training and support, and market success. The report also pointed to Amelia’s diverse client base across industries and geographies, as well as a broad range of use cases. “Amelia can cater to customers across different functions, such as technical helpdesk, customer care, finance & accounting and HR,” the report states.
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The research details emerging trends in the Intelligent Virtual Agent market, notably a shift from rules-based chatbots to AI-powered solutions. Natural language and self-learning capabilities in IVA solutions are vital for enterprises to deliver exceptional customer and employee experiences. A number of organizations are using IVAs to enhance back-office employee productivity as well as employee- and customer-facing channels. The research shows IVA adoption increasing rapidly in the next four years, with initial investments for IT helpdesk and contact center support expanding into broader business areas such as HR, finance and accounting.
“We were impressed with IPsoft’s approach that was not just focused on technology but how organizations might use Amelia in real business scenarios. This has resulted in good features such as understanding utterances and emotions, context switching and conversational memory persistence. IPsoft reference clients appreciated these features too,” said Sarah Burnett, Executive Vice President & Distinguished Analyst at Everest Group. “IPsoft demonstrated increasing market success as well with a growing presence in multiple industries and geographies.”
“We are honored to be recognized by Everest Group as the only provider to achieve the highest ratings in this research,” said Chetan Dube, IPsoft CEO. “Amelia is the market’s first truly human cognitive AI agent, and this research only further confirms that she can bring transformative business benefits to enterprises across different industries.”