6th October 2014
New AI program interacts like a human
Software company IPsoft has announced a new artificial intelligence platform named “Amelia” that makes it possible to automate knowledge distribution over a wide range of functions. Exposed to the same information as any new hire, she instantly applies information to solve queries. With Amelia able to shoulder the burden of tedious, often laborious tasks, she partners with human co-workers to achieve new levels of productivity and service quality.
Whereas most other technologies demand that humans adapt their behaviour in order to interact with ‘smart machines’, Amelia is intelligent enough to interact like a human herself. She learns using the same natural language manuals as her colleagues, but in a matter of seconds. She understands the full semantic meaning of what she reads – rather than simply recognising individual words – by applying context, logic and inferring implications. Independently, rather than through time-intensive programming, Amelia creates her own process map of the information she is given so that she can work out for herself exactly what actions to take, depending on the specific problem being solved. Like a human worker, she learns from her colleagues and by observing their work, is able to continually build up knowledge.
In a fraction of the time it takes traditionally to train someone in a new role, Amelia is able to perform at a high level. What is more, as she already speaks over 20 languages, she is able to support international operations with ease. Her core knowledge of a process needs only to be learned once for her to be able to communicate with customers in their language.
Much like machines transformed agriculture and manufacturing, cognitive technologies will drive the next evolution of the global workforce. In the future, companies will compete in the digital economy with a digital workforce that comprises a balance of human and virtual employees. Research firm Gartner predicts that by 2017, autonomics and cognitive platforms like Amelia will drive a 60 percent reduction in the cost of managed services. This technology is already being piloted within a number of Fortune 1000 companies and IPsoft expects to announce new customers and prominent industry partners before the end of this year.
"We want to make sure that human beings can dedicate their time to more valuable tasks. Taking out the more repetitive tasks is I think a noble aspiration for a company," said Frank Lansink, EU CEO of IPsoft, at a briefing in the firm's HQ at 30 St Mary Axe (the Gherkin). "Our purpose is to elevate human beings into a more meaningful role, adding value to society, or to enterprise, or the customer."