Accenture and IPsoft create Amelia practice to boost AI in business

Partnership will create customised virtual agent technology

Accenture and IPsoft have joined forces to create a practice that aims to boost the use of artificial intelligence (AI) in business.

The Accenture Amelia practice will see Accenture use IPsoft's Amelia AI platform to develop IT strategies for clients that revolve around virtual agent technology.

The virtual agents will interact with a company's employees and customers, and will initially be targeted at the insurance, banking and travel industries.

IPsoft's Amelia technology can carry out a variety of service desk and customer experience roles using cognitive computing and natural language comprehension, and Accenture's will tailor the service to fit the needs of various industries and customers.

Paul Daugherty, Accenture's chief technology officer, explained that the partnership will tap into AI's potential in business.

"AI is maturing rapidly and offers great potential to reshape the way organisations conduct business and interact with customers and employees. At the same time, executives are overwhelmed by the plethora of technologies and products that advertise AI or cognitive capabilities," he said.

"With our new Accenture Amelia practice, we are taking an important step forward in advancing the business potential of AI."

Amelia is already in use at a number of companies. IPsoft and Accenture declined to elaborate, but said that the system is providing a faster and more efficient way of answering supplier invoice queries at a global oil and gas company.

It has also been put to use at a global bank to support a network of mortgage brokers with guidance on policy details.

AI use in business is growing in the IT world, as seen with banking firm RBS building a ‘human' AI chat system called Luvo to handle questions from staff.

IBM is building out its Watson technology, and it is likely that more AI systems will be put to use across multiple industries. It is already serving coffee in unmanned cafés.