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Integrate Intelligent Virtual Agents with Your Current System
Automate live calls
Choose which calls to direct to the automation based on your criteria including call volume and wait times.
Pass live calls to Ellie
Agents can transfer calls to Ellie to complete the call, perform a post call survey, or handle other follow-up services.
Utilize existing scripts
Ellie understands the entire script and can perform advanced scripting functions.
Intelligent Virtual Agents Offer Extra Support for Your Call Center
Ellie is powered by artificial intelligence (AI) and supports your contact center by working with your agents to better serve callers. Ellie is Amtelco’s natively designed intelligent virtual agent (IVA) solution that reduces the workload of your operators by intelligently handling basic inquiries using large language models (LLM) with natural language processing (NLP).
LLM provides the knowledge and awareness of how to interact with a caller and carry on an intelligent conversation, and NLP enables Ellie to speak and understand speech like a human for a more life-like feel.
Together, Ellie and your agents create a call experience that offers unparalleled service to your callers while providing cost-savings and scalability to your contact center.
Inbound and outbound communications
Utilize Ellie, Amtelco’s Intelligent Virtual Agent (IVA), for advanced inbound applications such as patient and employee lookups, trouble tickets and service requests, appointment booking or confirmation, etc. Offer callers the choice to speak with Ellie, or overflow calls to automatically speak with Ellie based on call volume.
Callers can seamlessly move between Ellie and a live agent. Ellie utilizes existing agent scripts, allowing callers to request to speak to the live agent. All of the data and current state of the script is presented to the live agent upon transfer.
Ellie can also handle advanced outbound applications such as appointment reminders, outbound interactive dispatching, overhead paging, and more.
Intelligent Virtual Agent (IVA)
Benefits of Ellie:
- Answer FAQs and basic inquiries to make regular agents available for more complex issues.
- Increase caller satisfaction by lowering wait times and providing help faster.
- Offer 24/7 availability.
- Telephone answering services can increase customer retention and revenue by handling more calls.
- Multilingual capabilities to better serve callers.
- Streamline workforce management.
- Make outbound calls for common tasks like appointment reminders, payment notifications, or satisfaction surveys.
- Real-time support for regular agents by collecting repetitious information, providing info about the caller, suggesting solutions, and transcribing calls.
- Analyze customer tone and language for sentiment insights.
- Data collection to improve processes, identify trends, and personalize future interactions.
Frequently Asked Questions
What is Ellie, Amtelco's Intelligent Virtual Agent?
Ellie™ is an Intelligent Virtual Agent (IVA) platform from Amtelco that uses Artificial Intelligence (AI), including a Large Language Model (LLM) and Natural Language Processing (NLP), to handle customer interactions. Ellie automates script‑guided calls and digital conversations, helping contact centers reduce call volume, shorten wait times, and improve caller satisfaction.
How does Ellie (Intelligent Virtual Agent) interact with callers?
Ellie uses Amtelco’s Intelligent call management scripts combined with AI-driven speech recognition and text-to-speech. Callers speak naturally, and Ellie understands their responses, gathers information, verifies details, and progresses through the script—much like a live agent would.
Can callers still reach a live agent?
Yes. Callers can request a live agent at any time. When a call is transferred, all previously collected information and the current script state are passed to the agent, so callers do not need to repeat themselves. Agents can also transfer calls to Ellie for specific automated tasks.
What types of calls can Ellie handle?
Amtelco’s Intelligent Virtual Agent can be used with any call that has an Intelligent Messaging script, including: – Appointment scheduling and confirmations – Directory assistance (employee or patient) – Service and help desk requests – Emergency or code call initiation – Property or facilities requests (HVAC, maintenance, etc.) – Script-guided intake calls – Post-call surveys
Does Amtelco’s Virtual Agent, Ellie, support multiple languages?
Yes. Ellie can automatically translate interactions into several languages, including Dutch, French, German, and Spanish, without requiring separate translated scripts.
How does an Intelligent Virtual Agent reduce call volume?
Ellie, Amtelco’s virtual agent, can fully handle certain calls without agent involvement or act as an overflow option during high call traffic. This can address the root causes of operator stress and burnout. It can also be offered to callers waiting in the queue as an alternative to callbacks or long hold times.
Can Ellie IVA be used for web chat and text messaging?
Yes. In addition to voice calls, Ellie can handle web chat and SMS interactions using the same script-based logic, allowing consistent automation across voice and digital channels.
What is Real-Time Transcription?
Real-Time Transcription provides live transcripts of caller speech during calls, helping agents understand callers who are quiet, unclear, or have strong accents. It also enables organizations to track conversations for future reference.
Does Ellie provide analytics or insights?
Yes. Ellie supports real-time analytics and post-call scoring through the Active Insights platform. Features may include sentiment analysis, data validation, call transcripts, recordings, and performance metrics.
Where is Ellie hosted?
Ellie’s AI and LLM features are provided via Amtelco’s Active Insights platform and integrate with on-premises or virtual Intelligent Series components.
Why is the platform named “Ellie”?
Ellie is named in honor of Amtelco co-founder Eleanor Curtin and reflects Amtelco’s focus on maintaining the human element in AI-driven communications.
Why the name “Ellie” was chosen for Amtelco’s Intelligent Virtual Agent (IVA)
Ellie is the nickname of Eleanor Curtin, one of Amtelco’s co-founders and matriarch to the Curtin family who still owns and operates Amtelco. The name Ellie was purposefully chosen to honor the legacy of “Mrs. C” and to stress the importance of this product to Amtelco and our customers.
The use of AI in business and healthcare can feel cold and threatening. We wanted to give a meaningful human name to our AI solution to emphasize the importance of people and how powerful new technologies enable people to better help each other.
Using AI in hospital and customer service call centers expands the agent’s capabilities to aid callers, and it is with this spirit that we are proud to offer Ellie.
Important information about Ellie
- Ellie runs on Amtelco’s IS 6.0 version and Active Insights.
- The IS 6.0 release is targeted for availability to customers in the second quarter 2025.
Additional opportunities with Ellie and Active Insights
- Real-time Transcription Language Translation
- Agent Co-Pilot and Knowledge Assist
- Text Chat BOT and Web Chat BOT
- Active Insights AI Call Scoring and Sentiment Analysis (available now)
