INFORMATIE - Innovatieve overheidsopdrachten€¦ · informatie vlaanderen … 1.000.000 contact...
Transcript of INFORMATIE - Innovatieve overheidsopdrachten€¦ · informatie vlaanderen … 1.000.000 contact...
Vlaamse Infolijn 1700 ondersteund door AI
INFORMATIEVLAANDEREN
Marktconsultatie12 juni 2019
© FAKTION / REIMAGINE 2019 2
Your team…
Toon LybaertJos Polfliet
✓ Technical AI Expert✓ VP of applied AI at Faktion
✓ AI & Innovation expert✓ Co-Founder of Reimagine
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Amplify the Contact Center of Informatie Vlaanderen with Artificial Intelligence
Phone: 1700
Website: Vlaanderen.be
Email: Contact form on Vlaanderen.be
Chat: Online conversation on Vlaanderen.be
1.000.000 calls / year
Continuous interaction
55.000 emails / year
25.000 chats / yearINFORMATIEVLAANDEREN
… 1.000.000 contact points / year
✓ 1 editorial source✓ 1 dispatch system✓ 1 CRM system✓ Detailed registration
and reporting
One Contact Center
To be amplified withArtificial Intelligence
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Multidisciplinary consortium with a combination of Business and Engineering skills to deliver the highest value for the Vlaamse Infolijn
Innovative
Technology and Content driven
Research & development
Entrepreneurial
FAKTION & REIMAGINE SHAPE AND DELIVER INNOVATIVE PROJECTS USING THE NEWEST AI TECHNOLOGIES TO SOLVE BUSINESS PROBLEMS FOR MEDIUM SIZED AND LARGE ORGANIZATION.
WE BUILD AND DELIVER STATE-OF-THE-ART AND INNOVATIVE AI DRIVEN SOLUTIONS THAT LEVERAGE DIFFERENT AI TECHNOLOGY SO THAT WE CAN REACH AN OPTIMIZED LEVEL OF OPERATIONAL EXCELLENCE AND USER EXPERIENCE.
OUR STRONG TEAM DELIVERS END-TO-END SOLUTIONS TAKING CARE OF THE ENTIRE VALUE CHAIN FROM BACKEND TO FRONTEND, USING THE LATEST IN DEEP LEARNING AND MACHINE LEARNING IN GENERAL. WITH CLOSE FOLLOW-UP AND COLLABORATION WE ALWAYS ENSURE THAT THE FORESEEN BUSINESS CASE IS ACHIEVED.
WE BELIEVE THAT BOTH THE CONTENT AND CONTEXT OF SPOKEN, HANDWRITTEN AND TYPED LANGUAGE CAN BE PERFECTLY UNDERSTOOD BY INTELLIGENT ALGORITHMS. THIS BELIEF COMES FROM YEARS OF RESEARCH IN THE FIELD OF ARTIFICIAL INTELLIGENCE, DEEP LEARNING AND COMPUTATIONAL LINGUISTICS.
Digital
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Process flow, solution and technology
Knowledgedatabase
Contact RoutingQuestion & Answer
retrievalInformation exchange
Pro
ce
ss
Flo
wU
se
Ca
se
Phone
Chat
AUTOCLASSIFICATOR(Speech bot for skill-based routing)
Te
ch
no
log
y
✓ Speech-to-text✓ Natural Language
Understanding✓ Skill-based routing
ANTWOORDSUGGESTOR (Intent recognition & Answer suggestion)
✓ Speech-to-text✓ Natural Language
Understanding✓ Answer suggestion
Analysis & reporting
VRAAGTRANSCRIPTOR
✓ Speech-to-text✓ Automated reports and
analysis✓ Forecasting modelling✓ Sentiment analysis
Conversation guidance
Forecasting
Customer satisfaction reporting
Automatic replies
✓ Natural Language Understanding
✓ Natural Language Generation
✓ Text-to-speech✓ Computer translation
Automatic mail tolk
✓ Computer translation
Automatic mail tolk
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Process flow, solution and technology
Knowledgedatabase
Contact RoutingQuestion & Answer
retrievalInformation exchange
Pro
ce
ss
Flo
wU
se
Ca
se
Phone
Chat
AUTO-CLASSIFICATOR
Te
ch
no
log
y
✓ Speech-to-text✓ Natural Language
Understanding✓ Skill-based routing
ANTWOORDSUGGESTOR
✓ Speech-to-text✓ Natural Language
Understanding✓ Answer suggestion
Analysis & reporting
VRAAGTRANSCRIPTOR
✓ Speech-to-text✓ Automated reports and
analysis
Automatic replies
✓ Natural Language Understanding
✓ Natural Language Generation
✓ Text-to-speech✓ Computer translation
Automatic mail tolk
✓ Computer translation
Automatic mail tolk
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Faktion NLP Framework
Interaction User interface (web application)
Use cases Use case 1 Use case 2 Use case 3 Use case 4 Use case 5 Use case 6 Use case …
Modelling Intent recognition Entity or information extraction Doc / Word similarity matching Search* Natural Language Generation
Natural Language Understanding Word embeddings Sentence embeddings Document embeddings Custom parsers
Pre-processing
Tokenisers Language detection Speech-to-text Text-to-speech System Entities Featurisers
Spell corrector Compound splitting Parsers OCR
Microservices backend API’s Scalability Model Versioning Security
Infrastructure Kubernetes + Helm – Cloud on premise
Flexible and reusable components for NLP in Flemish, French, German, English, Italian and Spanish
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Streamlining the flow of information from scattered/unorganised to a structured model that provides crisp-clear insights
emails, social media
messages, mobile
texting, online reports,
…
fax, prints, pictures, …
recordings, live
streams, phone calls,
smart speaker input, …
Digital written text
Scanned documents
Audio
Entity and information extraction
Automated processing and replies
Intent recognition Quality control
Mood and sentiment profiling
Tagging, labeling, categorisation
Lie and stress detection
Sales Coaching
Voice pattern profiling …
NLP driven analytics
Audio driven analytics
CRM / CMSInformation campaigns
Marketing material update
Dashboards
Business decisions /
Company integrations
OCR
Speech-to-Text
Audio Analysis
Gathering data from different types of sources
Processing data, in accordance to the
sourcetype and always with a remarkable level
of understanding
Analysing (massive amounts of) data fast and
reliable; often beyond human ability
Providing big overview, deep insight and
precise prediction on business (-processes, -
decisions, -markets, -trends, -perceptions, …)
Data Sources Processing Applications Results
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Faktion benchmarked NLP engine
Ave
rage
acc
urac
y sc
or p
er in
tent
by
the
maj
or N
LP e
ngin
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FAKTION NLP
A team of 9 developers – of which 6 PhD’s in a relevant field – constantly improve the NLP.
Faktion conducts continuous research into newer and better techniques in NLP and in this way implements proven innovations in the framework.
NLP models capture and classify the meaning of the transcripts. These deep learning based AI models are used to tag, label and extract information and entities from unstructured text.
Run on premise or in a private cloud. There is no need to send your data to external parties in the US. Call center data is sensitive, so inherent GDPR compliance is necessary.
Best-in-class accuracy for Flemish, French, English and German. Other additional languages on request.
Accuracy is all that matters.
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Faktion Speech recogniser
Speech recognition – automatic transcription – has recently surpassed human levels in terms of both accuracy and speed. This makes it possible to transcribe all your conversations.
VOICE-TO-TEXT MODELS
Run on premise or in a private
cloud. There is no need to send
your data to external parties in
the US.
Currently ready to use for
Flemish and English.
FAKTIONSPEECH RECOGNIZER
PRIVACY BY DESIGN
Call center data is sensitive, so
inherent GDPR compliance is
necessary.
Data scrubbers can be used to
automatically delete sensitive
information like names, phone
numbers, account numbers, credit
card numbers, … Personal data is
never stored or even transcribed
unless there is a big need.
SPEECH, THE FINAL FRONTIER
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Successfully delivered AI projects
NLP
Deep Learning
Machine Learning
Artificial IntelligenceArtificial Intelligence is the
subfield of Computer Science that
studies intelligence in machines.
Machine Learning is the subfield of AI that
learns from data. Algorithms range from
SVM, regression, discriminant analysis,
artificial neural networks, …
Deep Learning is a class of algorithms
inspired by the human brain. Popularized
since 2012 for their exceptional
performance.
Natural Language Processing is an
application domain of deep learning that
focuses on information extraction and
understanding of unstructured text.
Intent
Recognition
Intent & Speech recognition is a subset of
NLP techniques for extracting information
from unstructured text and/or audio
Your project is a specific use case that applies
NLP techniques to a custom goal: automating
information extraction from documents
Top 5 FMCG company
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Core competences, capabilities and expertise to successfully deliver value for Informatie Vlaanderen
Experienced consortium radiating out of Belgium
Team of Seasoned
professionals with both deep Business and AI knowledge
Proven track record of
successfully delivered NLP
projects at multiple large organizations
Continuous research on NLP with a
team of PhDexperts in NLP
Core AI expertise in
understanding Spoken and
Written language
Reusable AI Framework that
can easily be extended to
dozens of other use cases
Flemish trained
Speech-to-text models