'Amelia' is a digital colleague used by Allstate Insurance Co. to make its call center more efficient. Since the installment of the AI-powered chatbot, the average call has dropped from 4.6 minutes to 4.2.
Amelia utilizes artificial intelligence algorithms, including deep learning, natural language processing, and data analytics to deliver fast, up-to-date answers to the question she is asked. The digital colleague is made accessible to employees via an instant messaging platform on their desktop. The traditional alternative was to "consult with documents, databases or colleagues" which proves to be immensely time-consuming.
This interactive, tech-savvy feature has immense value, especially to employees who are just starting out at Allstate Insurance Co. and who may have outstanding questions about company operations and etiquette.