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WHY THIS MATTERS IN BRIEF

The London borough of Enfield has enlisted artificial intelligence Amelia to take on customer service tasks for its residents starting late this year.

 

Developed by IPSoft, Amelia is a cognitive agent – that’s bot to you, I and most people, capable of automating certain tasks as well as learning from its interactions. As to what makes Amelia a competent customer service asset to the council, IPSoft said in a statement that she is “capable of analysing natural language, she understands context, applies logic, learns, resolves problems and even senses emotions.”

 

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Amelia currently handles cognitive customer experience for professional services company Accenture and financial consultancy firm Deloitte but this will be her first public sector outing.

 

An introduction to IPSoft’s Amelia
 

“From Alexa to Viv, the world is now full of voice-enabled cloud-connected assistants. But Amelia is more than merely a series of speech-savvy algorithms — she’s Siri with a doctorate in psychology,” said IPsoft. She also speaks in natural human language.

IPsoft CEO Frank Lansink says that Amelia is the perfect solution to the changing demands of public services. She will be assisting residents in completing applications, finding information, and will help simplify the council’s internal processes. Plans to have Amelia streamline authentication of permits and license applications are also being considered.

 

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Lansink says Amelia will drive costs down while providing residents better, effortless interaction at their own convenience.

“With the rise of powerful cognitive platforms such as Amelia, government organizations have an opportunity to completely reimagine how frontline public services are delivered.”

About author

Matthew Griffin

Matthew Griffin, described as “The Adviser behind the Advisers” and a “Young Kurzweil,” is the founder and CEO of the World Futures Forum and the 311 Institute, a global Futures and Deep Futures consultancy working between the dates of 2020 to 2070, and is an award winning futurist, and author of “Codex of the Future” series. Regularly featured in the global media, including AP, BBC, CNBC, Discovery, RT, and Viacom, Matthew’s ability to identify, track, and explain the impacts of hundreds of revolutionary emerging technologies on global culture, industry and society, is unparalleled. Recognised for the past six years as one of the world’s foremost futurists, innovation and strategy experts Matthew is an international speaker who helps governments, investors, multi-nationals and regulators around the world envision, build and lead an inclusive, sustainable future. A rare talent Matthew’s recent work includes mentoring Lunar XPrize teams, re-envisioning global education and training with the G20, and helping the world’s largest organisations envision and ideate the future of their products and services, industries, and countries. Matthew's clients include three Prime Ministers and several governments, including the G7, Accenture, Bain & Co, BCG, Credit Suisse, Dell EMC, Dentons, Deloitte, E&Y, GEMS, Huawei, JPMorgan Chase, KPMG, Lego, McKinsey, PWC, Qualcomm, SAP, Samsung, Sopra Steria, T-Mobile, and many more.

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