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IPsoft Introduces Amelia, Its New Artificial Intelligence Platform
Amelia can learn to help customers and associates by absorbing data and observing people.
Posted Sep 29, 2014
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IPsoft today announced a new artificial intelligence platform named Amelia that makes it possible to automate knowledge work across a broad range of functions.

Exposed to the same information as any new hire, Amelia can quickly apply her knowledge to solve queries in a wide range of business processes. Amelia learns using the same natural language manuals as her colleagues but in a matter of seconds. She understands the full meaning of what she reads rather than simply recognizing individual words. This involves understanding context, applying logic, and inferring implications. Independently, Amelia creates her own process map of the information she is given so she can work out for herself what actions to take depending on the problem she is solving. Just like any smart worker, she learns from her colleagues, and by observing their work, she continually builds her knowledge.

Amelia speaks more than 20 languages. Her core knowledge of a process needs only to be learned once for her to be able to communicate with customers in their languages.

Amelia's technology is already being piloted within a number of Fortune 1000 companies, and IPsoft expects to announce new customers and prominent industry partners before the end of the year.

Named after American aviator and pioneer Amelia Earhart, IPsoft has been working on this technology for 15 years.

Because Amelia learns just as a new employee would, she can be deployed in any business scenario. Currently, she is being piloted in technology help desks, procurement processing, financial trading operations support, and as an expert advisor for field engineers. In each of these environments, she can provide valuable, smart recommendations and solutions to her human coworkers and customers.

In a help desk situation, Amelia can understand what a caller is looking for, ask questions to clarify the issue, find and access needed information, and determine which steps to follow to solve the problem. As a knowledge management advisor, she can help engineers working in remote locations.

"Intelligence is the ability to acquire and apply knowledge. If a system claims to be intelligent, it must be able to read and understand documents and answer questions on the basis of that. It must be able to understand processes that it observes. It must be able to solve problems based on the knowledge it has acquired. And when it cannot solve a problem, it must be capable of learning the solution through noticing how a human did it. Amelia is that MENSA kid who personifies a major breakthrough in cognitive technologies," said Chetan Dube, CEO of IPsoft, in a statement. "Amelia will allow people to indulge in more creative forms of expression, as opposed to doing routine business process tasks. This platform will free us from the mundane, disrupting industries in the way that machines have previously transformed manufacturing and agriculture. We're going to have to rethink work by redefining existing roles and identifying new ones."


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