IPsoft

IPsoft Inc. is an American multinational technology company. It primarily focuses on artificial intelligence, cognitive and autonomic solutions for enterprises. IPsoft is the world leader in Enterprise AI[3] Its main products are Amelia, a cognitive AI platform; 1Desk, an autonomic framework for IT operations; and IPcenter, an autonomic IT management platform.

IPsoft Inc.
Private
Industry
Founded1998 (1998)[1]
FoundersChetan Dube
Headquarters
New York
,
U.S.[2]
Area served
Worldwide
Key people
  • Peter A. Benoliel (Chairman)
  • Chetan Dube (President and CEO)
  • Jonathan Crane (Chief Commercial Officer)
Products
Websiteipsoft.com

The company is headquartered in New York City, and IPsoft has offices in 13 countries.[4] IPsoft serves more than 550 of the world’s leading brands, including more than half of the world’s largest IT services providers.[5]

History

The company was founded in NYC in 1998 by Chetan Dube, a former professor at New York University at the Courant Institute of Mathematical Sciences. His research was focused on deterministic finite-state computing engines[6].

Products

IPcenter

IPcenter is an autonomic IT management platform that automates monitoring and remediation of network services. It was first released in 1999. IPcenter contains a library of more than 20,000 “virtual engineers”; automations routines for network management. The industry analyst Everest Group has named IPcenter as the top leader in IT Operations Automation in June 2017[7].

IPsoft maintains an official certification program named IPcenter Certification Program for Clients & Partners. It has four certification levels (by increasing requirements): IPcenter Certified Associate (ICA), IPcenter Certified Professional (ICP), IPcenter Certified Expert (ICE), and IPcenter Automation Expert (IAE)[8].

Amelia

Amelia is an AI-based digital assistant. Its branded cognitive capability (i.e., human behavior emulation) is credited to a virtual brain divided into six sub-units (or sub-brains, as the company calls them): semantics, logics, process memory, emotional memory, social-talk and episodic. The underlying technology is text-based, with text-to-speech capability[9]. The avatar is based on Lauren Hayes, a professional model[10].

Amelia was first released in 2014.[11][12] Version 2.0 was released in 2015.[13] [14] Version 3.0 was released on June 1st 2017. By 2018, Amelia has been deployed, partially or totally, as the AI-based solution for customer care in dozens of global companies, including Allstate Insurance[15], Credit Suisse[16], SEB Group[17], Nippon Telegraph and Telephone[18], Shell Oil[19], and Accenture[20] among many others.

Amelia has generally received high praise from industry analysts. Everest Group rated Amelia the highest-rated "Intelligent Virtual Agent" on the market in a 2018 report[21]. Forrester Research has said “[Amelia’s] robust NLU and dialogue management, married to enterprise-grade security, make it a top pick for companies looking to do more than just answer questions."[22] BPO Analyst firm NelsonHall said “[Amelia’s] emphasis on ‘conversations and empathic responses’ differentiates the software from more transitionally focused cognitive software.”[23] In February 2018, IPsoft received the Techie Award, issued by IDG's TechWorld magazine, in the Best Use of Emerging Tech category for Amelia and its underlying technologies[24].

IPsoft offers two certifications for proficiency in the platform: Amelia Certified Professional (ACP) and Amelia Certified Expert (ACE).[8]

1Desk

Released in 2017[25], 1Desk is an enterprise-scale autonomic framework that integrates IT operations and shared services. 1Desk integrates with Amelia to access the autonomic framework via a conversational interface.

1Desk features an integration framework to connect with any existing platform with an open API. Its proprietary Machine Learning functionality (internally dubbed “IPconnect”) recommends new automations based on observed behaviors of human workers.

References
  1. "IPsoft - About". IPsoft Inc. Retrieved 2018-02-06.
  2. "IPsoft - Global Presence". IPsoft Inc. Retrieved 2018-02-06.
  3. "IPsoft: A Global Leader in Artificial Intelligence and Cognitive Tech Systems". Analytics Insight. 2018-09-10. Retrieved 2019-04-25.
  4. Lepofsky, Alan (2018-06-25). "Event Report: IPsoft Digital Workforce Summit 2018". Constellation Research Inc. Retrieved 2019-04-25.
  5. Antony Payton (2019-03-11). "IPsoft's 1Bank is one for conversational banking". Fintech Futures. Retrieved 2019-12-04.
  6. "IPsoft is a disruptive technology company, pioneering innovation in autonomic and cognitive technologies". IPsoft. Retrieved 2018-11-13.
  7. "Everest Group PEAK Matrix™ Assessment for Products: IT Operations Automation (Focus on ISVs)" (PDF). June 2017.
  8. "IPsoft's Global Training and Development Team Trains Your Employees on Amelia, 1Desk and IPcenter". IPsoft. 2018-10-16. Retrieved 2018-11-13.
  9. "IPsoft Amelia — The Science Behind Her Brain". IPsoft. Retrieved 2018-11-13.
  10. "What it's like to be a model for an artificial intelligence's avatar — Quartz". qz.com. Retrieved 2018-11-13.
  11. Joab Jackson (2014-09-30). "IPsoft seeks to grow the 'brains' of virtual assistants". PC World. Retrieved 2018-02-06.
  12. Christopher Mims (2014-09-28). "Amelia, a Machine, Thinks Like You". The Wall Street Journal. Retrieved 2018-02-13.
  13. Katherine Noyes (2015-10-06). "IPsoft's 'Amelia' virtual assistant just got a whole lot more human". PC World. Retrieved 2018-02-06.
  14. Patrick Thibodeau (2015-10-09). "Meet the virtual woman who may take your job". Computer World. Retrieved 2018-02-06.
  15. Castellanos, Sara (2018-03-30). "Allstate's 'Digital Colleague' Amelia Answers Questions For Call Center Reps". WSJ. Retrieved 2018-11-13.
  16. "An 18-month-old virtual agent at Credit Suisse gets its bearings". SearchCIO. Retrieved 2018-11-13.
  17. "Amelia to join SEB's customer service | SEB". SEB Group. Retrieved 2018-11-13.
  18. "Press Releases May 18, 2017: Launch of a LINE-based automated chat service utilizing artificial intelligence (AI) | NTT Com | NTT Communications About Us". www.ntt.com. Retrieved 2018-11-13.
  19. Murphy, Margi. "Shell to pilot artificial intelligence assistant named Amelia". Techworld. Retrieved 2018-11-13.
  20. Jason Ankeny (2015-05-26). "Meet Amelia, the AI Platform That Could Change the Future of IT". Entrepreneur. Retrieved 2018-02-13.
  21. "Everest Group Reports - View". www2.everestgrp.com. Retrieved 2019-03-04.
  22. "Analyst Report Names IPsoft's Amelia as a Top Pick Virtual Agent for Enterprise Customer Service". MarketWatch. Retrieved 2018-11-13.
  23. "Amelia Enhances its Emotional, Contextual, and Process Intelligence to Outwit Chatbots - NelsonHall". research.nelson-hall.com. Retrieved 2018-11-13.
  24. Jee, Charlotte. "Techworld unveils the techies 2018 winners". Techworld. Retrieved 2018-11-13.
  25. "IPsoft Equips Businesses to Accelerate Digital Transformation at Scale by Automating Delivery of Enterprise Services with 1Desk". Yahoo Finance. 2017-11-07. Retrieved 2018-02-06.
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