Odigo omnichannel bot is enhanced by Amelia’s market leading Conversational AI solution as recognised by Gartner, Forrester and Ovum. Amelia is able to deliver the best elements of human interaction – conversation, expression, emotion and understanding – to users driving deeper connections and improved customer experience.
Contextual understanding to handle human variance as well as step by step semantic analysis. Ability to create process/dialog flows in real-time to handle unique situations. Analytics and insight into improvements for abandonments and escalations.
OOTB gateways for IVRs (voice), chat, email, text, other IVAs. Built-in integration framework with more than two hundreds of connectors. Ability to orchestrate into multiple application environments and utilise 3rd party automation technologies.
Intelligent escalation to human agents with contextual recommendations. Human agents can activate Amelia to carry out tasks and have her take back the conversations in context. Amelia can auto-translate between languages for call centre flexibility.
Fully automatable system and content propagation (integration into existing DevOps pipelines. Version control and ability to use external source code repository. Built-in Conversational AI regression testing when deploying new/updated use cases.
No-code Digital Employee builder for Business Analysts. Learn new skills from transcripts with match and merge algorithms. Analyses and identifies new use-cases from operational data.
Continuous tracking of sentiment allows not only dynamic conversations but also aligning sentiment to key aspects that drive customer CSAT and ultimately NPS. Detailed performance and journey analytics with unique (custom) metrics.
Amelia delivers the best elements of human interaction – conversation, expression, emotion and understanding – to user experiences every day, driving deeper connections and greater business value.
In 2017, Telefónica sought to introduce digital voice agents into its call centers. The telecommunications company had two main objectives: Drive customer experience and optimize costs.
BNP Paribas Security Services, part of one of the world’s largest banks, deployed Amelia (renamed NOA) to support more than 1 million clients and employees.