AI enthusiasts are surely familiar with virtual assistants such as Siri and Cortana, but they may not remember Amelia, who made 'her' debut just about a year ago.

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Designed to help companies automate customer support, Amelia on Wednesday graduated to version 2.0, bringing the technology another step closer to passing the Turing test, maker IPsoft said.

Avaya Business Communications Manager Document Status: Standard Document Number: NN40050-100 Document Version: 03.03 Date: October 2010 Avaya 2050 IP Softphone User Guide. Amelia is IPsoft’s conversational AI platform. Her mission is to deliver best-in-class service to customers, fully automating human-to-human interactions and process execution. Like a human, Amelia communicates using natural language and can respond to customers’ emotional states.

The Turing test requires that a human user must be unable to distinguish the machine from another human being.

Amelia’s physical appearance and expressiveness have been transformed to create a more human-like avatar for deeper customer engagement, IPsoft said.

The artificial intelligence platform has also gained maturity and core understanding capabilities, thereby broadening the range of roles it can assume. Included in version 2.0 are new advances in comprehension and emotional engagement through improvements to memory, contextual comprehension and emotional responsiveness.

Amelia’s memory now more closely mirrors the way human memory is organized, for example, allowing the technology to hold more natural conversations, IPsoft said.

With contextual comprehension, meanwhile, Amelia can quickly and reliably retrieve information across a wider and more complex set of knowledge, IPsoft said.

Finally, Amelia now has richer mood and personality vectors, enabling her to personalize the customer service she provides.

Numerous architectural changes are included in Amelia 2.0 as well. For example, the entire backbone has been rewritten so that the technology can scale seamlessly and remain resilient throughout extreme peaks in volume.

Amelia 2.0 is scheduled to be demonstrated for the first time this week at the Gartner Symposium/ITxpo in Orlando.

Amelia 2.0 signals 'the next step in the evolution of what's now being called the cognitive category of tech and services,' said Frances Karamouzis, a vice president with Gartner. 'It's becoming harder and harder to discern when we're communicating with a machine -- when insights are coming from an algorithm in something like Amelia.'

Amelia is currently set apart by the fact that she speaks 20 languages and has an emotional quotient, Karamouzis said. Also new is that the technology can interpret the user's facial expressions as conveyed by a camera and generate appropriate ones in return, she said.

The biggest improvement in version 2.0, though, is what's called semantic understanding, Karamouzis said.

'It's starting to not just follow a process but understand from a semantic level what is your goal -- for example, if you're trying to open a new account or close one,' she explained. 'It's creating a cognitive system that's more goal-oriented than process-specific.'

Tools like Amelia are becoming cognitive-like, Karamouzis said, but they still can't pass a Turing test.

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'A lot of these tools are very close,' she said. 'They don't incorporate all the elements of emotion yet, but they're the closest you'll get out of the market.'

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Amelia,^[3] formerly known as IPsoft, is an American technology company. It primarily focuses on artificial intelligence, cognitive and autonomic solutions for enterprises.Amelia, an IPsoft Company is the world leader in Enterprise AI.^[4]Its main products are Amelia, a conversational AI platform, and Amelia HyperAutomation Platform (formerly 1Desk), an autonomic framework for IT operations.

The company is headquartered in New York City, and has offices in 13 countries.^[5] Amelia serves more than 550 of the world's leading brands, including more than half of the world’s largest IT services providers.^[6]

History[edit]

The company was founded as IPsoft, Inc., in New York City in 1998 by Chetan Dube, a former professor at New York University at the Courant Institute of Mathematical Sciences. His research was focused on deterministic finite-state computing engines.^[7] The company rebranded to Amelia, an IPsoft Company, in October, 2020.^[8]

Products[edit]

Amelia[edit]

Amelia is an AI-based digital assistant. Its branded cognitive capability (i.e., human behavior emulation) is credited to a virtual brain divided into six sub-units (or sub-brains, as the company calls them): semantics, logics, process memory, emotional memory, social-talk and episodic. The underlying technology is text-based, with text-to-speech capability.^[9] The avatar is based on Lauren Hayes, a professional model.^[10]

Amelia was first released in 2014.^[11][12] Version 2.0 was released in 2015.^[13][14] Version 3.0 was released on June 1st 2017. By 2018, Amelia had been deployed in some capacity for customer care by about 25 companies, including SEB Group,^[15] and Accenture^[16] among many others.

Amelia was called a 'leader' by Forrester and Everest Group in 2019 and 2020, respectively.^[17]Previously, Everest Group rated Amelia the highest-rated 'intelligent virtual agent' on the market in a 2018 report.^[18]Forrester Research said '[Amelia's] robust NLU and dialogue management, married to enterprise-grade security, make it a top pick for companies looking to do more than just answer questions.'^[19] BPO Analyst firm NelsonHall said '[Amelia's] emphasis on ‘conversations and empathic responses' differentiates the software from more transitionally focused cognitive software.'^[20] In February 2018, IPsoft received the Techie Award of TechWorld magazine, in the 'Best Use of Emerging Tech' category, for Amelia and its underlying technologies.^[21]

Amelia offers two certifications for proficiency with the platform: Amelia Certified Professional (ACP) and Amelia Certified Expert (ACE).^[22]

Amelia HyperAutomation Platform[edit]

Released in 2017,^[23] Amelia HyperAutomation Platform (formerly 1Desk)^[24] is an enterprise-scale autonomic framework that integrates IT operations and shared services.The platform integrates with Amelia to access the autonomic framework via a conversational interface.

Amelia HyperAutomation Platform features an integration framework to connect with any existing platform with an open API.Its proprietary Machine Learning functionality (internally dubbed “IPconnect”) recommends new automations based on observed behaviors of human workers.

IPcenter[edit]

IPcenter, a predecessor of the Amelia HyperAutomation Platform, was an autonomic IT management platform that automated monitoring and remediation of network services. It was first released in 1999.IPcenter contains a library of more than 20,000 “virtual engineers”; automations routines for network management.The industry analyst Everest Group named IPcenter as the top leader in IT Operations Automation in June 2017.^[25] Although some companies continue to use IPcenter, the product is no longer sold.

IPsoft maintains an official certification program named IPcenter Certification Program for Clients & Partners. It has four certification levels (by increasing requirements): IPcenter Certified Associate (ICA), IPcenter Certified Professional (ICP), IPcenter Certified Expert (ICE), and IPcenter Automation Expert (IAE).^[22]

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References[edit]

Ipsoft Laptops & Desktops Driver Download For Windows 10 Windows 7

1. ^'IPsoft - About'. IPsoft Inc. Retrieved 2018-02-06.
2. ^'IPsoft - Global Presence'. IPsoft Inc. Retrieved 2018-02-06.
3. ^'IPsoft Honours Pioneering Spirit of Cognitive AI Innovation With Rebrand to Amelia'. AiThority. 1 October 2020. Retrieved January 28, 2021.
4. ^'IPsoft: A Global Leader in Artificial Intelligence and Cognitive Tech Systems'. Analytics Insight. September 10, 2018. Retrieved April 25, 2019.
5. ^Lepofsky, Alan (2018-06-25). 'Event Report: IPsoft Digital Workforce Summit 2018'. Constellation Research Inc. Retrieved 2019-04-25.
6. ^Antony Payton (2019-03-11). 'IPsoft's 1Bank is one for conversational banking'. Fintech Futures. Retrieved 2019-12-04.
7. ^'IPsoft is a disruptive technology company, pioneering innovation in autonomic and cognitive technologies'. IPsoft. Retrieved 2018-11-13.
8. ^October 1; 2020 (2020-10-01). 'IPsoft Honors Pioneering Spirit of Conversational AI Innovation with Rebrand to Amelia'. Amelia. Retrieved 2021-01-28.CS1 maint: numeric names: authors list (link)
9. ^'IPsoft Amelia — The Science Behind Her Brain'. IPsoft. Retrieved 2018-11-13.
10. ^'What it's like to be a model for an artificial intelligence's avatar — Quartz'. qz.com. Retrieved 2018-11-13.
11. ^Joab Jackson (September 30, 2014). 'IPsoft seeks to grow the 'brains' of virtual assistants'. PC World. Retrieved 2018-02-06.
12. ^Christopher Mims (2014-09-28). 'Amelia, a Machine, Thinks Like You'. The Wall Street Journal. Retrieved February 13, 2018.
13. ^Noyes, Katherine (October 6, 2015). 'IPsoft's 'Amelia' virtual assistant just got a whole lot more human'. PC World. Retrieved 2018-02-06.
14. ^Thibodeau, Patrick (October 9, 2015). 'Meet the virtual woman who may take your job'. Computer World. Retrieved 2018-02-06.
15. ^'Amelia to join SEB's customer service | SEB'. SEB Group. Retrieved November 13, 2018.
16. ^Jason Ankeny (May 26, 2015). 'Meet Amelia, the AI Platform That Could Change the Future of IT'. Entrepreneur. Retrieved 2018-02-13.
17. ^'Amelia Named a Leader in Chatbots for IT Operations'. Amelia. November 12, 2020. Retrieved January 28, 2021.
18. ^'Everest Group Reports'. www2.everestgrp.com. Retrieved March 4, 2019.
19. ^'Analyst Report Names IPsoft's Amelia as a Top Pick Virtual Agent for Enterprise Customer Service'. MarketWatch. Retrieved November 13, 2018.^{[dead link]}
20. ^'Amelia Enhances its Emotional, Contextual, and Process Intelligence to Outwit Chatbots'. NelsonHall. Retrieved 2018-11-13.
21. ^Jee, Charlotte. 'Techworld unveils the techies 2018 winners'. Techworld. Retrieved November 13, 2018.
22. ^ ^ab'IPsoft's Global Training and Development Team Trains Your Employees on Amelia, 1Desk and IPcenter'. IPsoft. October 16, 2018. Retrieved November 13, 2018.
23. ^'IPsoft Equips Businesses to Accelerate Digital Transformation at Scale by Automating Delivery of Enterprise Services with 1Desk'. Yahoo Finance. 2017-11-07. Retrieved 2018-02-06.
24. ^October 1; 2020 (2020-10-01). 'IPsoft Honors Pioneering Spirit of Conversational AI Innovation with Rebrand to Amelia'. Amelia. Retrieved 2021-01-28.CS1 maint: numeric names: authors list (link)
25. ^'Everest Group PEAK Matrix™ Assessment for Products: IT Operations Automation (Focus on ISVs)'(PDF). June 2017.

External links[edit]

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