Amelia Executive Interview
Madison Ragozin, Head of Business Analytics and Global Sales Operations, and Brandon Nott, Chief Product Officer, Amelia
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Sheri Greenhaus, Managing Partner CrmXchange had a
discussion with Amelia’s Madison Ragozin, Head of Business Analytics and Global
Sales Operations, and Brandon Nott, Chief Product Officer.
Amelia has been around since 1998 and released the first
cognitive agent to interact like a human in 2014. Amelia is recognized by top analyst
firms, including Gartner and IDC, as a leader in enterprise Conversational AI,
offering a robust platform for building intelligent virtual assistants (IVAs) that
understand and respond to human language to deliver cost savings and increased
The platform leverages proprietary Natural Language Processing
technology and Generative AI models to enable fluid, multi-turn conversations
that feel natural. Amelia empowers advanced developers and business users alike
to create personalized conversational experiences with a low-code drag-and-drop
interface. This makes it fast and easy for companies to build advanced IVAs
that delight users and deliver business value.
Amelia has global operations in 16 countries and impacts the
operations of more than 500 of the world’s leading brands including BBVA,
Telefónica, SEB, BNP Paribas and NTT.
Greenhaus: Tell us about Amelia.
Madison Ragozin: Amelia enables organizations across numerous
industries to deliver exceptional customer and employee experiences with IVAs.
These IVAs are accessible 24/7 on any channel and in any language and can
perform a variety of functions, from answering simple questions to guiding
users through complex conversations to automating end-to-end business
processes. This drives customer satisfaction and NPS by making it easy for
customers to achieve their goals, while also reducing companies’ operational
Greenhaus: Is Amelia more like a conversation than a chatbot?
Brandon Nott: Exactly. We’ve all had bad experiences with
classic chatbots or interactive voice response systems (IVRs), that were rigid
and frustrating. With Amelia, conversations are more natural and adaptive. For
instance, if I’m talking to Amelia about booking my travel, then in the middle
of booking I ask about a refund on a canceled ticket, Amelia can answer my
refund question, and then seamlessly go back to booking my ticket. This
multi-threaded approach to solving problems creates a great user experience.
Greenhaus: How do you start with a new customer?
Madison Ragozin: We begin by understanding the customer's needs
and quantifying the value that our platform can deliver. Then, either our solutions
architecture team, or a Partner, reviews the customer’s infrastructure and
integration points to understand where Amelia will receive information from and
what actions will be taken. Then, we look at the use cases specifically and determine
the complexity of what’s needed, if we have pre-built content that can be
leveraged and how to best create the experience to achieve the desired business
outcomes. This helps estimate the effort required to effectively implement
Greenhaus: How long does it take to go live after the contract signing?
Madison Ragozin: Implementation time varies based on the
complexity of the use case and the nuances of a particular industry or
horizontal. For simpler scenarios, like FAQs or simple information retrieval
tasks, it can be relatively quick. However, for more complex cases, like multi-turn,
contextual conversations that require several business processes to be executed
on the backend, implementation takes longer due to the intricacies involved.
Amelia’s Digital Employee Builder expedites implementations
by providing a single interface to build solutions. It offers a visual canvas where
conversations are outlined and attached to integration points. This
drag-and-drop approach speeds up the process, but the total time still depends
on the implementation's size.
Greenhaus: How has the perception of digital solutions changed?
Madison Ragozin: Initially, convincing people of the value
of digital solutions was challenging, as they feared it would lead to poor
customer service. But now, there's a shift. Customers increasingly want 24/7
resolutions to complex requests, and Amelia delivers exceptional experiences
that exceed customer expectations and alleviate existing fears. As the Amelia
Platform lowers the barriers of entry to develop and scale Conversational AI
solutions, we’re seeing exponential demand for our Platform.
Greenhaus: Who builds these conversations?
Brandon Nott: Historically, engineers were needed to build
any kind of automation. However, we are passionate about democratizing AI and
providing access to these tools to a broader group of people, including
business analysts without formal programing training. Of course, there are
still areas where engineers are necessary, such as building integrations with
third-party systems. In addition, as governance is essential for AI
implementations, IT professionals are responsible for the validation and development
of solutions in accordance with their policies and procedures.
Greenhaus: What happens after a solution is deployed?
Brandon Nott: As users interact with Amelia, the platform continuously
learns from every conversation. For example, if users ask for something that is
outside the scope of what Amelia is programmed to do, Amelia will inform IT
that there are unhandled conversations and will suggest how to improve the
implementation so that future requests are resolved by the Platform. This idea
of constantly learning and improving is an essential component of the Amelia
Greenhaus: Where do you see Amelia going in the near future?
Brandon Nott: We are laser focused on building a platform
that will keep up with the rapidly changing business and technology environment
that we find ourselves in. We do this by democratizing AI, allowing anyone to
create conversational experiences with minimal training. Simultaneously, we
blend our proprietary technology with cutting-edge AI innovations, such as Large
Language Models (LLMs) like OpenAI’s GPT, to speed up development and deliver
experiences that we previously could have only imagined.