Robotic Process Automation (RPA) Is Replacing Human Workers

Robotic Process Automation (RPA) is a category of software that operates in a “robotic” manner to repeatedly complete basic tasks that might otherwise have been done by human workers. Examples include editing electronic files or forms and checking them for completeness or accuracy. This technology is being widely applied to back-office tasks in such departments as human resources (including hiring, and systems that help employees navigate their health insurance and other benefits), insurance claims and expense reimbursement. RPA and generative AI have very broad implications for many types of office work, including the work done by professionals such as accountants and lawyers. Artificial Intelligence (AI) is dramatically accelerating this trend.

Amelia (amelia.ai), formerly IPSoft, Inc., an automation software company, developed a white-collar robot named Amelia that is used for help desk, customer service and a variety of other call-desk operations. The unit speaks 20 languages and has the appearance of a young, blonde blue-eyed woman. Allstate Insurance Co. uses Amelia to handle most of its in-house IT service desk requests. The company’s call-center employees use it to help them solve customer inquiries faster and more efficiently. Telefonica also uses Amelia to handle 4.5 million customer calls per month. Amelia launched the Amelia HyperAutomation Platform and custom consumer facing avatars, as well as Amelia v4 and Digitalworkforce.ai for cloud-sourced pre-trained digital employees. In August 2024, SoundHound AI, Inc. acquired Amelia for $80 million.

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