WHO IS ?

Amelia applies the science of human thought to comprehension in a way distinctly different from any other artificial intelligence platform

Who is Amelia? 2

Amelia is an artificial intelligence platform that can understand, learn and interact as a human would to solve problems. She manages tasks in a wide range of industries, from financial services and energy to telecommunications and media.

Amelia reads natural language, understands context, applies logic, infers implications, learns through experience and even senses emotions. Unlike other technologies that purely detect and match words used in queries to retrieve information, she understands what is meant, not simply what is said. She applies context to distinguish between different uses of the same word in order to fully understand the implied meaning.

Amelia is able to read and digest the same training information as her human colleagues but in a matter of seconds and without needing time intensive programming. Amelia also learns on the job by observing interactions between her human coworkers and customers and independently builds her own process map of what is happening. She then stores and applies that knowledge to determine how to resolve similar situations on her own. This ability to observe, understand and automatically apply this knowledge combined with the speed at which she learns allows her to quickly become an expert in any field in which she works.

Named after American aviator and pioneer of the sky Amelia Earhart, Amelia is a pioneer herself in the field of cognitive computing, a type of computing which learns by experience and/or instruction like a human. Amelia applies the science of human thought to comprehension in a way distinctly different from any other artificial intelligence platform and unlike any other technology available today.

WHO IS AMELIA?

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WHAT IMPACT WILL SHE HAVE ON BUSINESS?

Much like industrial machines transformed agriculture and manufacturing, cognitive technologies will drive the next evolution of the global workforce. Their impact in the workforce will be felt globally and at a more accelerated pace than any previous shifts in technology-led change. In order to compete in the digital economy, a company’s workforce will be comprised of both human and virtual employees.

Technologies like Amelia will redefine traditional roles within the workforce. She functions as an extension of a company’s existing workforce, transforming what’s possible in the workplace. By handling repetitive, often tedious yet necessary tasks, her human colleagues can shift their workload to focus on value creating activities that drive higher quality levels of productivity and service.

With Amelia at work, new processes will emerge as she helps companies introduce new service-enriching processes and efficiencies not previously possible or financially feasible. In turn, employees can take on higher-level roles such as mining data to formulate new ways to enrich customer service.

Amelia works at the same high standard all day, every day

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HOW CAN SHE BE APPLIED?Amelia helps automate what we commonly refer to as knowledge work. She learns just as any new employee and can apply her knowledge to help employees and customers in virtually any industry address a wide range of business challenges.

From aiding the research of case materials in the legal industry and assisting financial advisors to working at a customer help desk and processing claims for insurance companies, Amelia has countless potential industry applications. No matter the role she is in, she can learn and provide valuable recommendations and solutions to her human coworkers and customers alike, in ways never seen before by an artificially intelligent system.

In industries where compliance is critical, companies can rely on Amelia to follow governance rules precisely. Reducing risk exposure is inherent in her nature and she can always ensure a full audit trail is available. Because she is digital, Amelia will never be a victim of “human error” – she doesn’t get tired, no matter the time of day, and works at the same high standard all day, every day, no matter how she is deployed.

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Procurement Processing For most organizations following a strict procedure on procurement involves many steps to minimize risk and support effective supplier management. Amelia can be relied upon not only to follow the process required but deal with the many questions that are raised during the process by buyers and suppliers alike in a timely manner. Transparency is key and Amelia ensures a full audit trail of execution points and can be relied upon to ensure invoices are checked and processed in a timely manner.

Expert Advisor for Field Engineers Those working in the oil and gas industry often face hazardous working conditions and must troubleshoot equipment issues in less-than-ideal conditions. Imagine an engineer trying to fix a pump on an oil rig in the Bering Sea. Wearing a hazard suit and without the convenience of having an iPad or a laptop on hand in order to look up detailed technical information the engineer can turn to Amelia for help. She fills the information void by knowing the details of the machine manuals and company policies and procedures herself. By exchanging information with the engineer she can help diagnose machinery issues and guide him through the proper steps to rectify the problem.

These are just a few of Amelia’s possible industry applications. Her potential to transform industries and the way both employees and customers interact with artificial intelligence is limited only by our imagination.

READY TO WORK, WHEREVER YOU NEED HERAmelia can be trained to handle almost any knowledge-based task. She has the capacity to perform and contribute in a diverse spectrum of roles in almost any business scenario. Just imagine how she could help you…

Service Desk Support Service Desks can field a wide range of questions and requests, and Amelia’s ability to learn quickly and ask qualifying questions to get to the root of a problem makes her ideal for providing call center support. Amelia is able to receive customer inquiries and provide answers by understanding what a customer is looking for and asking the necessary questions to clarify the issue. She can also find and access information, all in order to solve a problem and provide a customer with an answer. If she cannot help the customer herself, she will raise the issue to her human counterpart, and she can then aid them in solving the problem, while also learning how to solve the problem herself for future situations.

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Amelia can be trained to handle almost any knowledge-based task

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WHY IS AMELIA DIFFERENT?

Language ComprehensionAmelia stands out from other technologies for her ability to understand natural language. She doesn’t simply recognize the words we use; she understands the meaning we want to convey. This distinction is important. Most platforms today use automated responses for customer inquiries. Others rely solely on pattern-matching keywords to locate an answer. In the end, such platforms lack the ability to recognize the underlying sense of what is being communicated, significantly limiting their ability to help users and customers. In contrast, Amelia can comprehend the underlying meaning of what is communicated just as a human would. She allows customers and colleagues to get straight to the point and speeds up the response.

Amelia understands what you actually mean

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I listen, understand and clarify

I execute a process to solve the issue

I then observe my colleagues’ actions and learn for the next time

If I can’t provide an answer, I escalate to a human colleague

Independent Learning of Process StepsIndependently, rather than through time-intensive programming, Amelia creates her own process map of information she is given. She is aware of her own knowledge limitations too. If she cannot address an issue herself, she will escalate it to a human colleague. Just like any smart worker, she learns by watching her colleagues to discover the best courses of action for specific situations. Using her own intelligence she forms a knowledge map of the interaction she observes so she can apply them herself in similar future scenarios without human intervention.

Problem SolvingIn a fraction of the time it takes traditionally to train someone in a new role, Amelia is able to perform at a high level and support international operations with ease. Whereas other technologies demand that humans adapt their behavior to interact with “smart machines” Amelia is intelligent enough to interact like a human herself and deliver a top quality customer experience.

She learns quickly and continues to get smarter

Amelia is an adept problem solver

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THE SCIENCE BEHIND AMELIALaunched in the fall of 2015, Amelia 2.0 makes huge strides in terms of dialogue management comprehension and emotional engagement through the following technology developments:

Memory: Amelia’s memory is organized like a human’s memory, with episodic and semantic capabilities. Amelia’s episodic memory gives her cognition of various experiences and events. Her semantic memory gives her a structured record of facts, meanings, concepts and knowledge about the client world. The combination of the two allows Amelia to hold a natural conversation that is not restricted to following established flows.

Contextual comprehension: Concepts and ideas in the human brain are semantically linked, so that thinking about or firing one set of neurons in your head primes other related ones, making them more likely to fire in future. This allows localized querying in the human brain as opposed to typical search based algorithms. Amelia emulates that capability so that she can quickly and reliably retrieve information across a wider and more complex set of knowledge. Emotional responsiveness: Research shows that a better customer experience is directly tied to empathy shown by the agent. Amelia has an EQ quotient that enables her to keep track of every client interaction and allows her to adapt her responses accordingly so that she delivers personal service to every customer.

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Emulating, Not Mimicking Human ComprehensionIn much the same way as we learned to fly by studying the science of flight rather than building a machine that flaps its wings like a bird, Amelia can process information like a human rather than simply mimicking human thought processes, marking a major breakthrough in cognitive technology.

IPsoft researched the anterior and posterior neo-cortex functions in the human brain to learn how we understand language. To bring Amelia to life, semantic role understanding was applied in order to allow her to deconstruct the parts of a sentence, understand the role of each word and interpret their relationship to other words. First order logic also plays a crucial role in enabling Amelia to understand the meaning of what is implied in a sentence. The resulting “Knowledge Graph” — a neural ontology that allows her to not only grasp concepts but also the relationships between them — means Amelia can understand the context and implication of what is being communicated unlike any virtual agents deployed to date.

Logical ConclusionsBy applying logic proactively to her knowledge, Amelia is also equipped to solve problems. Referring back to the body of information she knows, she is able to ask the right clarifying questions from an incoming query posed in natural language and, just like a human would, establish the precise nature of a problem. She can then independently assess what actions she needs to execute at each step of an overall process in order to resolve the problem as swiftly as possible. Again, this circumvents the need for creating specific code to handle every single possibility.

Amelia supports international operations with ease

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© Copyright 2015 IPsoft. All rights reserved.

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amelia@ipsoft.com www.ipsoft.com/amelia

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Amelia is an artificial intelligence platform that can understand, learn and interact as a human would to solve problems. She makes it possible to automate knowledge work across a broad range of functions. With Amelia able to shoulder the burden of tedious, often laborious tasks, she partners with human co-workers to achieve new levels of productivity and service quality.

To find out more, visit www.ipsoft.com/amelia

© Copyright 2015 IPsoft. All rights reserved.