Virtual assistant Amelia to modernise customer service at BBVA
Amelia has already been launched in Mexico’s BBVA
Spanish bank BBVA has partnered with artificial intelligence (AI) company IPsoft to develop digital customer support services powered by technologies based on IPsoft’s virtual assistant, Amelia.
The new solutions aim to give BBVA customers customised service across all channels, starting in Mexico’s BBVA contact centre and expanding to other areas and markets as a result of its success.
Ignacio Bernal, global head of architecture and IT innovation at BBVA, says the agreement will contribute to the development of BBVA’s digital strategy to pioneer the AI for customers and employees.
According to IPsoft, Amelia can detect and adapt to the caller’s emotions, as well as making decisions in real time. She can even suggest improvements to the processes for which they have been trained.
According to Javier Díaz, CEO of IPsoft for Spain and Latin America, “Amelia is the result of 20 years of research during which we have tried to emulate the way the human brain works”.
