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Amelia is an AI-based digital assistant. The platform uses generative AI and cognitive AI to allow businesses to build, deploy and optimize virtual agents that can handle a wide range of business functions. Amelia is most often deployed to provide user-facing support, as well as assist contact center agents during live conversations.
The company operates contact centers that outsource voice and chat agent services, for sales and support. The main demands are in telecommunications, financial services, retail, insurance, and travel industries. Its early offerings were contact center services with voice contact center agents. [2]
The autonomous assistants stand in for human customer service representatives, making decisions and acting on information. Unlike traditional chatbots that handle pre-programmed questions, AI ...
According to the company, its software uses AI to boost company's efficiency by "predicting interpersonal behavior" [10] between the callers and agents. [2] VentureBeat explains that "when a customer calls into a call center, Afiniti matches their phone number — either landline or cellphone — with any information tied to it from up to 100 ...
Artificial intelligence (AI), in its broadest sense, is intelligence exhibited by machines, particularly computer systems.It is a field of research in computer science that develops and studies methods and software that enable machines to perceive their environment and use learning and intelligence to take actions that maximize their chances of achieving defined goals. [1]
A chatbot (originally chatterbot) [1] is a software application or web interface that is designed to mimic human conversation through text or voice interactions. [2] [3] [4] Modern chatbots are typically online and use generative artificial intelligence systems that are capable of maintaining a conversation with a user in natural language and simulating the way a human would behave as a ...
Multi-agent planning. Multi-agent reinforcement learning. Self-propelled particles. Swarm robotics. v. t. e. In computer science, a software agent is a computer program that acts for a user or another program in a relationship of agency. The term agent is derived from the Latin agere (to do): an agreement to act on one's behalf.
It is expected that artificial intelligence-based chatbots will significantly impact call centre jobs and will increase productivity substantially. [2] [3] [4] Many organisations have already adopted AI-based chatbots to improve their customer service experience. [4] [5] [3] The contact center is a central point from which all customer contacts ...
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