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Meet Amelia, the humanoid program that will soon replace call center agents

BPO companies may soon add another member to their workforce with the introduction of Amelia, a humanoid program that can answer phone calls and technical queries with human-like response.

Developed by New York-based company IPsoft, Amelia is basically a software algorithm / virtual engineer that can answer phone calls and respond to technical questions in a fraction of time humans do.

rise of the machines
This is not Amelia, but soon…

Amelia can work in ten languages, can provide basic infrastructure management support services, and has the ability to clone itself to handle peak-hour traffic. It can help BPO companies cut costs by as much as 75% (because, you know, less human agents will be needed) and promises 30-40% savings in infrastructure and management costs.

Although Amelia looks promising, it is only capable of handling repetitive tasks (boring tasks) being done by its human counterparts. In other words, those with complex tasks are not in danger of getting replaced. Well, at least for now, as Amelia is also capable of self-learning.

“Robotic automation is set to completely disrupt the BPO and information technology outsourcing markets,” said Alastair Bathgate, CEO of Blue Prism. “At least 90% of BPOs will use some form of robotic automation within five years.”

The BPO industry is currently valued at more than $400 billion with India and the Philippines as leading hubs in Asia.

Amelia is scheduled for a soft launch this June for some of IPsoft’s banking clients and will be made available for its other clients by the end of the year.

{source} {via}

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This article was written by Louie Diangson, Managing Editor of YugaTech. You can follow him at @John_Louie.

52 Responses

  1. Avatar for Kim Kim says:

    dadating tlaga lagi sa ganyang punto. so you really need to consider to have additional skills so you can survive. lagi ko naririnig yan.

  2. Avatar for Summer Summer says:

    Customer: “What is your aspiration in life?”

    Amelia: “oh, my aspiration in life is to be happy.”

  3. Avatar for Rainbow Rat Rainbow Rat says:

    You guys need to watch “Her”. Papunta na siguro tayo sa “AI age” wala na masyadong interaction ang mga tao. Check niyo minsan, halos lahat na nga tao nakayuko na sa mga gadgets nila. They always have to take it out whenever they have free time (minsan nga kahit hindi, they multitask). Yung anak ko, halos buong araw hawak yung Ipad niya. Nakakatakot. We are so much dependent to our technology and we seem to take for granted and lose the “human touch” on things.

  4. Avatar for james james says:

    mga kuya ,mga sir,mga boss,mga tsip di nman ibig sabihin na si amelia na ang ipapalit sa mga chicks nu na nagwowork sa callcenter ha!,sabi nga infancy stage pa lang ang AI program na yan. si. siri nga d umubra si amelia pa!,gusto mo patunay?
    ,try mo visayan accent hilong hilo si siri maghanap!.hahaha

  5. Avatar for cspen cspen says:

    naaliw ako sa mga comments nyo hehe….cge magpagalingan pa kayo hehe..kayo na!

  6. Avatar for Blue Blue says:

    You are being watched. The government has a secret system, a machine that spies on you every hour of every day.

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