IPsoft ha creado una solución de Inteligencia Artificial capaz de responder automáticamente y de forma autónoma, expresiva y empática a los clientes. Mc Luhan Consulting es la empresa encargada de que `Amelia´ se exprese incluso con giros idiomáticos propios de la zona geográfica.
Se llama `Amelia´y fue presentada en Buenos Aires, junto a los aspectos más destacados de la tecnología de Inteligencia Artificial (AI) por Mc Luhan Consulting, empresa que comercializa la solución.
“El avatar de Amelia genera respuestas naturales en tiempo real y es capaz de hacerlo porque es sensible a la condición humana (la intención, el idioma y el estado emocional del cliente). Este es el reflejo de las emociones humanas y la interfaz humana en la respuesta al cliente lo que puede marcar la diferencia. Para lograrlo, el cerebro de la IA controla cada músculo digital de su rostro, su dilatación ocular, junto con una multitud de gestos, manifiestos y sutiles, que se basan en más de 60 reacciones y posturas humanas reales a diferentes estímulos verbales o textuales”, dijo Andrea Mandelbaum, presidente de Mc Luhan Consulting, empresa que comercializa e integra la solución `Amelia´ de IPsoft en Latinoamérica. Y agregó: “Con el fin de alcanzar este grado de fidelidad, IPsoft utilizó un amplio proceso de arte gráfico y animación, junto con un poco de ayuda de una modelo humana, Lauren Hayes.” (en la FOTO)
¿Por qué darle una cara a AI?
“Al darle a Amelia una ‘cara’ y una apariencia física definida, IPsoft ha creado una IA que es más expresiva y empática con los clientes, a quienes escucha y entiende: esto es especialmente crítico en el cuidado de la salud, e incluso tiene un impacto significativo en el comercio minorista y la banca”, explicó Andrea Mandelbaum,
“A diferencia de otros agentes de Inteligencia Artificial en el mercado, Amelia se ha construido desde cero para parecerse en todos los aspectos a lo que significa ser humano: desde la forma en que escucha y observa, hasta cómo aprende y comprende, la forma en que maneja y muestra las emociones, hasta lo que elige comunicar”, destacó por su parte Christopher R, Global Director of Cognitive Experience Design de IPsoft.
Si bien Amelia habla de forma nativa 40 idiomas y reconoce la intención de lo que está expresando su interlocutor sin necesidad de utilizar palabras precisas u oraciones estructuradas formales, “Nuestro trabajo es necesario para que sea capaz de entender y expresarse con giros idiomáticos propios del lugar”, detalló Andrea Mandelbaum.
“Las encuestas de nuestros clientes sobre interacción e índices de satisfacción son muy altos, logra empatía como humana y en el back trabaja a velocidad de máquina. Las conversaciones son más cortas porque la información la obtienen a mayor velocidad, pero sin apurar al cliente en su conversación”, destacó la CEO de Mc Luhan Consulting.
De todas maneras, Andrea Mandelbaum aclaró que “la utilización del avatar Amelia no es una condición excluyente para sacar provecho de la plataforma de Inteligencia Artificial de IPsoft, sino que las organizaciones pueden optar por utilizar su propia imagen, robot u otro ícono para que sea su ‘cara’ ante el cliente, integrando en forma transparente para el usuario todas las capacidades de la solución de AI”.
En ambos casos, ya sea utilizando el avatar de Amelia –con sus diferentes adaptaciones a cada mercado y necesidad del cliente– o la imagen que la organización elija para interactuar con sus clientes, la solución de Inteligencia Artificial Amelia se integra con los procesos de negocios y entiende las prioridades y objetivos de la empresa para dar una respuesta de acuerdo con las intenciones acerca del interés o consulta del cliente.
“Nuestro modelo incluye un análisis previo de las necesidades de la compañía para entender dónde es recomendable incorporar IA. Las empresas aún no tienen equipos maduros y nosotros los guiamos en el inicio de ese camino y, una vez que adoptan la tecnología, los ayudamos a crear sus propios equipos cognitivos para que puedan desarrollar y hacer crecer aún más a Amelia dentro de la empresa”, afirmó Andrea Mandelbaum.
Y concluyó: “Una vez que elegimos los casos, evaluamos cuáles son los de mayor impacto para la organización y trabajamos con un equipo multidisciplinario para nutrir a Amelia de la mejor y más completa información, antes de exponerla al cliente. Luego, con un equipo de ingenieros cognitivos, lingüistas y arquitectos tecnológicos, se lleva adelante la implementación.”
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