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Using AI on a Large Scale at Doccle (presented by Bram Lerouge, CEO @Doccle)

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Presented by Bram Lerouge at the #futureofit seminar. Doccle is thé Belgian platform where you receive, pay, share and store your administration in one place. More and more energy, telecom and water providers, health insurance, banks, government agencies, job agencies, hospitals, B2B retailers and industries are recognising the simplicity and safety of Doccle.

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Using AI on a Large Scale at Doccle (presented by Bram Lerouge, CEO @Doccle)

  1. 1. Doccle Using AI on a large scale @Doccle IT Works The Future of IT
  2. 2. 70 %
  3. 3. Quote Strategy unit of an activemember
  4. 4. The pleasure of your personal administration J Once connected, yourpersonal digital vaultwith a full mobile experience
  5. 5. Once connected, your personal digital vault
  6. 6. Doccle is the best of all channels in preserving thedigital Company brand and brings more traffic to the Company portals • Doccle brings the Company brand actively into the home administration of your clients • Doccle creates interactivity where it is not possible in other channels Brand visibility other portals Brand visibility Doccle Brand visibility email
  7. 7. … + Doccle integrates perfectly in the Company portals. There is no need to have multiple technical solutions : for use in own portal and external use • Doccles Technology platform • open API’s tointegrate every action alsoin the Company portals or other applications : Doccle eMandates Doccle archive
  8. 8. Results since launch2014
  9. 9. 1.251.965 users 100 million transactions
  10. 10. internal operational cost savings for distribution of documents, automatic reconciliation of payments, call deflation, reminders to clients 0% 50% 100% 150% Number of late paid invoices Improvement in payment behavior 4mths before 4 mths after -50%
  11. 11. Leads to more traffic to your Portals thanks to the new touchpoints offered by an interactive administration 0% 20% 40% 60% 80% 100% 120% 140% Traffic To portal Without Doccle Touchpoints With Doccle Touchpoints +17%
  12. 12. Better Service: Net Promotor Score Innovation and social media designed Doccle platform paves the way for an overall good Company NPS +10 tot +15
  13. 13. AI as core capability For high growth, interactivityand intelligence
  14. 14. Ambition : The third “network” dimension Where do you connect & interact easily with All Friends & Family Where do you connect & interact easily with All Professional relations Where do you connect & interact easily with Your Suppliers & companies ?
  15. 15. Social media selling our data – Is it over?
  16. 16. Be a high growth platform with social capabilities that gives real value back to our communities of businesses and individuals
  17. 17. Innovation through the Business model : unique viral Business community model 0 5 10 15 20 25 30 35 40 45 2013 2014 2015 2016 2017 Number of companies 2,8 mio € rebate
  18. 18. The day after Tomorrow Doccle has AI and Augmented information to help you - in tasks before you know you have to do them - in finding information before you know you need the information - in contacting your connected supplier before you know you need him Innovatewith conversationalinterfaces Use Augmented Information As a new navigation paradigm Messaging paradigm I Doccled you Artificial intelligence Ambition : give back Time and relevance to people
  19. 19. Doccle approach to AI • Define our AI strategy • Identify 3 key roles for AI to play • Experiment and scaleup the use of AI AI as technology lever for Hyperscalability AI to support you in every day tasks AI for intelligence & hyperpersonalized experience
  20. 20. Doccle approach to AI • AI as technology lever for Hyperscalability AI to support you in every day tasks AI for intelligence & hyperpersonalized experience
  21. 21. AI as technology lever for hyperscalable growth • @Doccle: Community support and Onboardingof customers • Remove time and space constraints • No dependency on human capital
  22. 22. CIA - Customer Interaction Agency Doccle Community (gebruikers) Customer Interaction Agents CEO IT (CTO, Interaction Architect,…) Communication Agents Growth hacking team
  23. 23. AI enabled chatbots to scale customer support 300.000 users with 2 people 1,2 mio users with 4 people 3,5 mio users with 6 people
  24. 24. Oswald’s architecture can be fully deployed on your premises, without interaction with cloud servers. ON PREMISE Oswald supports multiple languages like English, Dutch, French, German and more… MULTILANGUAGE SUPPORT Comparable functionalites like IBMWatson Conversation, Google Dialogflow, Microsoft Luis… CHATBOT PLATFORM Oswald can easily be integrated into other systems, like chat interfaces and datasources. INTEGRATION Oswald has a beautiful web-based GUI, but technical people can also code in Oswald. BUILT FOR BUSINESS AND IT Oswald keeps track of the context of the conversation and uses this in its choiceof responses. CONTEXT Oswald is a software platform to develop, train, test and deploy chatbots. Oswald has many features and functionalities like advanced machine learning, keyword extraction, spell correction, context management and easy integrations with front- and backend systems. Oswald is a platform built for both business and IT. WHAT IS OSWALD Approach : Create awareness - Introductionof technology through use case - Collaborate with Craftworkz toprevent long learning cycles
  25. 25. Train the AI of Oswald using intents and entities. No need to understand complex algorithms, just give it examples and the AI will do its job. I N T E N T S & E N T I T I E S Approach : Trainability by non tech team
  26. 26. Design conversation flows in the visual scenario builder. No more complex interfaces, writing code or reading documentation. V I S U A L S C E N A R I O B U I L D E R
  27. 27. Did something go wrong in the conversation? No problem! Let one of yourcustomer agents take over. When the customer is helped, thebot can continue the conversation. H U M A N TA K E O V E R Approach : Humans team up with Bot
  28. 28. Instead of writing code to interpret the world, let’s write code that can learn to interpret the world AI enabled hyperscalable customer onboarding - Identify areas where new technology allows for reduction in implementation/integration effort - Zero implementation onboarding of customers 0 5 10 15 20 25 30 35 40 45 2013 2014 2015 2016 2017 Number of companies
  29. 29. AI enabled onboarding • Technology learnings: • AI makes choices about extractionof data • Categorizationby AI engine of real worlddocuments insteadof code • Indentify extractionstrategy toextract data andcall upon API’s • Experiment withown data entities for training AI engine : a key challenge
  30. 30. Doccle approach to AI AI as technology lever for Hyperscalability AI to support you in every day tasks AI for intelligence & hyperpersonalized experience
  31. 31. • Scan utility tellers • Claim reimbursments • Send registeredmails • Provideinfo to suppliers • Applications for grants • … AI to support you in millions of every day tasks
  32. 32. Machine Learning in Computer Vision
  33. 33. From traditional OCR • Microblink developed cutting-edge mobile OCR technology • Highly optimised for offline processing on mobile devices • High accuracy on use-specific documents (standard bills, IDs)
  34. 34. To DeepOCR • Automatic multiple feature extraction • Scalable for complex images and documents • High accuracy 90%+
  35. 35. Challenges in Machine Learning • Data hungry approach and complex data annotation
  36. 36. High volume of data is needed for machine learning! Annotated data is valuable data • Better product • Higher accuracy • Scalable on complex problems • More users • More data
  37. 37. Approach : Cocreate the Learning & training phase
  38. 38. • Friendly user fase : • Friendly users assemble training data through first version of the app : photos of watermeter, entry of correct data • With and without flash • With and without camera light • Manual entry of correct data • Target : 1000 photos • Beta user fase : • Betausers further train the AI engine in the app • Cocreatieserves a communication towardsmost active users • Target : 10.000 scans Approach: Trainingdata collection
  39. 39. • Launch : • App is launched to 1,2 mio users • Mature use of AI and augmentation of the physical world Approach : Launch in production
  40. 40. Doccle approach to AI AI as technology lever for Hyperscalability AI to support you in every day tasks AI for intelligence & hyperpersonalized experience
  41. 41. This is what your administrative data looks like
  42. 42. This is how your brain works
  43. 43. This is how technology support you
  44. 44. AI can learn about your personal Mental Model and be a personal assistent HOW do you think about your information? WHEN do you use what kind of information? WHERE do you need What kind of data? PREDICT what information You will be needing
  45. 45. House, Kerkom Insurances Banks & loans To Do Kids Water Electricity Travel Travel Salary Mobility Health Family We create AI enriched and Augmented informationin such a way that Dropboxwill want to buy us … it’s our ambition to say no
  46. 46. Doccle approach to AI • AI as technology lever for Hyperscalability AI to support you in every day tasks AI for intelligence & hyperpersonalized experience Grow awareness towards AI frominternal opportunities to massive opportunities on the outside There is more to Doccle thanmeets the eye today
  47. 47. Thank you ! “ I suggest you google Doccle today, because you will probably Doccle google tomorrow ” Carl Tilkin-Franssens (CIO Acerta)
  48. 48. Contact us: https://www.linkedin.com/in/itworks https://twitter.com/itworks www.itworks.be Presented at: The Future of IT 20 September 2018 in Brussels

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