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Jason Bloomberg

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IPsoft: A Digital Workforce to Improve the Customer Experience

An Intellyx Brain Candy Update

The modern enterprise is facing concurrent challenges when it comes to delivering on a vital element of the digital transformation story — the customer experience. Customers are expecting to be delighted at every turn and for companies to anticipate their needs and desires. Delivering this type of high-touch service, however, is expensive — especially at a time in which companies must continually reduce their operating expenses to remain competitive.

IPsoft, which calls itself The Digital Labor Company, believes that it can help enterprises respond to this conundrum by delivering exceptional service using a workforce of digital agents. The company claims that its digital agent, which it calls Amelia and which it developed explicitly to serve the enterprise market, is unlike consumer-focused digital assistants such as Alexa or Siri in some significant ways.

The platform operates in an omnichannel fashion, able to interact with customers via chat, email, web interfaces or voice. More importantly, the platform connects to an organization’s systems, data and customer engagement channels and then uses advanced machine learning models to enable the agents to make business decisions in real-time based on the conversational data from the interaction.

In addition, the company uses what it calls spread activation to dynamically change context during a customer interaction and create a fluid, context-relevant conversation. This spread activation process operates in essentially the same way as the human brain and, according to the company, enables Amelia to have very human-like conversations that replicate the best human customer service interactions.

Copyright © Intellyx LLC.Intellyx publishes the Agile Digital Transformation Roadmap poster, advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. As of the time of writing, none of the organizations mentioned in this article are Intellyx customers. To be considered for a Brain Candy article, email us at

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Jason Bloomberg is a leading IT industry analyst, Forbes contributor, keynote speaker, and globally recognized expert on multiple disruptive trends in enterprise technology and digital transformation. He is ranked #5 on Onalytica’s list of top Digital Transformation influencers for 2018 and #15 on Jax’s list of top DevOps influencers for 2017, the only person to appear on both lists.

As founder and president of Agile Digital Transformation analyst firm Intellyx, he advises, writes, and speaks on a diverse set of topics, including digital transformation, artificial intelligence, cloud computing, devops, big data/analytics, cybersecurity, blockchain/bitcoin/cryptocurrency, no-code/low-code platforms and tools, organizational transformation, internet of things, enterprise architecture, SD-WAN/SDX, mainframes, hybrid IT, and legacy transformation, among other topics.

Mr. Bloomberg’s articles in Forbes are often viewed by more than 100,000 readers. During his career, he has published over 1,200 articles (over 200 for Forbes alone), spoken at over 400 conferences and webinars, and he has been quoted in the press and blogosphere over 2,000 times.

Mr. Bloomberg is the author or coauthor of four books: The Agile Architecture Revolution (Wiley, 2013), Service Orient or Be Doomed! How Service Orientation Will Change Your Business (Wiley, 2006), XML and Web Services Unleashed (SAMS Publishing, 2002), and Web Page Scripting Techniques (Hayden Books, 1996). His next book, Agile Digital Transformation, is due within the next year.

At SOA-focused industry analyst firm ZapThink from 2001 to 2013, Mr. Bloomberg created and delivered the Licensed ZapThink Architect (LZA) Service-Oriented Architecture (SOA) course and associated credential, certifying over 1,700 professionals worldwide. He is one of the original Managing Partners of ZapThink LLC, which was acquired by Dovel Technologies in 2011.

Prior to ZapThink, Mr. Bloomberg built a diverse background in eBusiness technology management and industry analysis, including serving as a senior analyst in IDC’s eBusiness Advisory group, as well as holding eBusiness management positions at USWeb/CKS (later marchFIRST) and WaveBend Solutions (now Hitachi Consulting), and several software and web development positions.