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INFORMATIE - Innovatieve overheidsopdrachten€¦ · informatie vlaanderen … 1.000.000 contact...

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Vlaamse Infolijn 1700 ondersteund door AI INFORMATIE VLAANDEREN Marktconsultatie 12 juni 2019
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Page 1: INFORMATIE - Innovatieve overheidsopdrachten€¦ · informatie vlaanderen … 1.000.000 contact ... faktion & reimagine shape and deliver innovative projects using the newest ai

Vlaamse Infolijn 1700 ondersteund door AI

INFORMATIEVLAANDEREN

Marktconsultatie12 juni 2019

Page 2: INFORMATIE - Innovatieve overheidsopdrachten€¦ · informatie vlaanderen … 1.000.000 contact ... faktion & reimagine shape and deliver innovative projects using the newest ai

© 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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© FAKTION / REIMAGINE 2019 3

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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© FAKTION / REIMAGINE 2019 4

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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© FAKTION / REIMAGINE 2019 5

Process flow, solution and technology

Knowledgedatabase

Contact RoutingQuestion & Answer

retrievalInformation exchange

Pro

ce

ss

Flo

wU

se

Ca

se

Phone

Email

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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© FAKTION / REIMAGINE 2019 6

Process flow, solution and technology

Knowledgedatabase

Contact RoutingQuestion & Answer

retrievalInformation exchange

Pro

ce

ss

Flo

wU

se

Ca

se

Phone

Email

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 / REIMAGINE 2019 7

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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© FAKTION / REIMAGINE 2019 8

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 / REIMAGINE 2019 9

Faktion benchmarked NLP engine

Ave

rage

acc

urac

y sc

or p

er in

tent

by

the

maj

or N

LP e

ngin

es

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 / REIMAGINE 2019 10

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.

Page 11: INFORMATIE - Innovatieve overheidsopdrachten€¦ · informatie vlaanderen … 1.000.000 contact ... faktion & reimagine shape and deliver innovative projects using the newest ai

SPEECH, THE FINAL FRONTIER

Page 12: INFORMATIE - Innovatieve overheidsopdrachten€¦ · informatie vlaanderen … 1.000.000 contact ... faktion & reimagine shape and deliver innovative projects using the newest ai

Page 13: INFORMATIE - Innovatieve overheidsopdrachten€¦ · informatie vlaanderen … 1.000.000 contact ... faktion & reimagine shape and deliver innovative projects using the newest ai

Page 14: INFORMATIE - Innovatieve overheidsopdrachten€¦ · informatie vlaanderen … 1.000.000 contact ... faktion & reimagine shape and deliver innovative projects using the newest ai

© FAKTION / REIMAGINE 2019 14

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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© FAKTION / REIMAGINE 2019 15

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


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