Virtual Customer Service

A new text-based customer service agent has been developed that accurately resolves issues as much as 90 percent of the time. The developer claims that the new artificial intelligence (AI) system – known as Amelia – is close to becoming indistinguishable from humans.

The system was originally built by analyzing the text interactions of hundreds of well-trained customer service agents. An automated avatar processes transactions and answers questions through a chat window. Actual human agents monitor the conversations and guide Amelia through complex requests, which are then incorporated into the AI semantic memory. By storing facts, concepts and associations between them, Amelia can retrieve information across a complex knowledge base quickly and reliably.

Because Amelia can handle thousands of requests simultaneously – day or night – it increases labor productivity while providing round-the-clock coverage and frees up humans for more creative endeavors. The system can be designed according to specific business processes and procedures to address a variety of corporate needs and roles.