When James Taylor and I wrote the book “Smart (Enough) Systems: How to Gain Competitive Advantage by Automating Hidden Decisions,” we focused mainly on those kinds of decisions that are managed by a “decision service.” A decision service is an embedded applet that fires decisions in a stream, typically by employing a ruleset (a set of declarative statements), and a business rules engine.
Contrast that with Amelia, a conversational AI agent billed by its creators as “The most human AI for the enterprise.” According to Anil Vijayan, Vice President at Everest Group: “Amelia combines the ability to address a variety of use cases – including customer service, HR support, marketing, and IT helpdesk – with its ability to function across channels, including voice, thereby providing customers with an Intelligent Virtual Agent solution fit for multiple business needs.”
