FAQs on Amelia
Q - Who is Amelia?
A - Amelia is a Conversational AI platform recognized by Gartner as a Leader in the space. Amelia differentiates itself from basic chatbots with advanced natural language understanding, multi-intent recognition, multiple service channels (chat, voice etc.) and broad enterprise integration. The technology is essential for intelligent automation in enterprises and is used in various fields, including customer service, e-commerce, healthcare, banking and financial services, and human resources (HR). Moreover, when it comes to IT service management (ITSM), conversational AI plays a vital role in enhancing overall efficiency. For example, conversational AI can be deployed for:
- IT help desk interactions: providing quick assistance for common IT issues.
- Incident reporting: detecting and resolving IT incidents automatically.
- Service requests: handling hardware/software procurement and access provisioning.
- Q&A: providing end users with access to troubleshooting guides and FAQs.
Q - What is the partnership with Amelia all about?
A - Our partnership with Amelia involves two key initiatives: (i) delivering a focused ITSM Self-Serve solution on UiPath paper (enabled by a resale deal with Amelia) and (ii) co-sell collaboration and product integration on other ITSM Agent Assist and Other Conversational AI use cases.
Amelia, a recognized enterprise leader in conversational AI, uses a combination of ML and NLP to understand the intent of user queries and generate accurate and relevant responses. The results of these conversations can be actioned through agents augmented and supported by the UiPath Business Automation Platform, enabling the end-to-end automation of help desk processes.
Q - What is the ITSM Self-Serve Solution (UiPath – Flex – Amelia ITSM - Named User SKU)?
A - UiPath offers the ITSM Self-Serve Solution as a fully packaged SKU on our price book (UiPath – Flex –
Amelia ITSM - Named User). The SKU uses Amelia Conversational AI for IT Service Desk over chat, voice,
and any other supported channel to understand user intent and automates troubleshooting of issues on
employee desktop using an attended robot.
The packaged SKU includes an Attended Robot, Amelia user license and required integrations at a single
per user price (less than $50 per user annually; both Amelia and UiPath usage limited to the solution
only). The SKU can currently only be quoted through Deal Hub.
Q - How does UiPath Communications Mining work with Amelia?
A - UiPath communications mining complements Amelia with mining and discovery activities before
implementation and becomes an automation catalyst in an e2e solution.