Enfield hires cognitive tech service agent

Council to use artificial intelligence in service desk role under deal with IPSoft Enfield Council has taken a step into the use of artificial intelligence in a deal with cognitive technology company IPSoft to use its Amelia virtual agent in supporting its services. The London borough plans to begin using the software during the autumn, providing the first role for the technology platform in a public sector organisation. A spokesperson for the council told UKAuthority: “The initial deployment will be to help people navigate the website more effectively, and free up time for customer service staff to handle the more complicated enquiries.” Amelia is a cognitive agent for service desk roles that uses natural language to communicate with people. IPsoft claims it can analyse language, understand context, apply logic, learn…

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