Points of View

Making Cognitive Real: The Transformation of Service Agents

Mar 20, 2017 Melissa O'Brien Tom Reuner

As organizations are progressing toward the As-a-Service Economy with a dual mandate to drive down cost while increasing business agility, service delivery is ever more taking center stage when discussing strategic imperatives. Notions of Intelligent Automation are not only enabling that journey, but are also disrupting business models as well as the delivery of services.


At HfS, we have been looking at the customer experience and service delivery from a holistic viewpoint of supporting the digital customer, which breaks down the silos from front, middle and back office to form the OneOffice digital organization. Virtual agents like Amelia are not just automating tasks in order to support the digitally-driven front office, but using cognitive intelligence to have meaningful, secure, and efficient interactions with customers.

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