3. Proces
Automation
One platform for all
your automation
Employee
Engagement
One app for all your
employees
KB/Learning
One location for all
knowledge
Omni-channel
One platform for all
channels
One platform for all
AI assisted processes
How do we do it?
Artificial
Intelligence
All platforms operate independently but also seamlessly integrate functionally
5. Van der Valk, Almere
Kunsthal, Rotterdam
Eikenlaan 18
Groningen Noord
Groningen
Rotterdam
Almere
6 transfers
5 transport companies
From Groningen to Rotterdam
6. Single hub for transport companies
Exchanges all travel movements and
financial clearance between companies
2,5 bil.
Transactions
per year
1,5 mil.
Travellers
per day
Translink Systems
7. 1. Growth 2. Social 3. Effort
2x transactions on
existing channels in 10
years
Opening social channels
will increase possible
contacts
9 fold per year
Consumers want the
most effortless channel
to interact on
(CES)…the social
channels
3 dilemma’s with large operational impact
€35k salary
per agent
15 mil. additional
contacts
1250 additional
agents
3 dilemmas cause a large operational impact yearly
10. 1.Identification
•Inventory current
issues
•Research market
movements
•Define a place in
organisation
•Define roadmap
2.Training
• Using current context
and content label data
• Use the data to feed a
machine learning
model
• Test model to confirm
results
• Use user feedback to
refine model
3.Decision
• Model automatically
“tags” data
• Use tagged decision to
route tasks
• Route complex tasks to
humans
• Monitor and improve
Identify, train and decide
14. Lost
Decision and AI during interaction
Proces
?
Show templates to
user
User sends e-m
using templat
Select relevant
templates
Apply template
automatically
Send e-mail
automatically
Lost
card
New
request
Other
User chooses
template manually
Select available user
Select available user
Send e-mail
automatically
Apply template
automatically
Lost
card
Proces
?
Machine learning
15. Webform
Currently active
Handling 200
forms per day
E-mail
Currently active
Handling 150
e-mails per day
Whatsapp
August 2019
Using learning
from webform and
mail
AI Bot
October 2019
Using learning
from WhatsApp
Socials
EOY 2019
Using learning
AI Bot and
WhatsApp
Channel rollout roadmap
16. 10 days implementation
Implementation roadmap
Templates
4 days
1 day inventory
2 days cleanup
1 day per 8 new
templates
AI Model
2 days
2 days per intent
100 example
e-mails per intent
Process-flow
1 day
0.5 day inventory
per process-flow
0.5 day
configuration per
process-flow
Training
1 day
1 day
management
1 hour per 10
agents
Migration
2 day
1 day per intent
1 day go-live
17. Concluding
1. Define a home
• Define ai within the context
of a virtual employee
• Create a business case
• Look at market movements
2. Train the model
• Create a roadmap
• Keep future
developments in mind
• Include business context
3. Deploy in real life
• Deploy a workflow in real
life situation
• Use human assistance to
improve the model
• Do not try to automate
everything
• Leverage learning for
future channels
