Got bots? But Artificial Intelligence is so much more! (N-sight)

Location:Hotel Abbey, Grimbergen


Do you hear that buzz? Artificial Intelligence and Machine Learning technologies are firmly in line as the next step in digitising our organisations, streamlining our processes and improving our customer experience.


So let’s take a look at the technology and how companies are already making it a part of their strategy today. In this session, we’ll get an overview of market trends in customer contact centres. And three real-life cases will give us inspiration into how AI can bring added value to the organisation.  To complete the circle, we'll have a look at potential pitfalls of AI.



  Hotel Abbey, Kerkeblokstraat 5 1850 Grimbergen



12:30 Welcome coffee


13:00 Introduction


Ann Guinée, Project Manager, Beltug (English)


13:15 Customer added-value when answer bots and customer contact employees work together


In the customer contact industry, digital transformation and Artificial Intelligence play an important role. Chatbots and answer bots enrich customer contacts, working hand in hand with human staff. Chatbots must be able to transfer to human employees, and vice versa, without the customer even noticing. But the role of the customer contact employee will change, with the humans becoming the trainers of machines and AI in the future.


In this presentation, we will discover how customer contact is an ideal showcase for the complementary work of humans and machines. We’ll get takeaways from real (Belgian) examples of AI and answer bots already being used by big and small organisations, and gain insight into the future of humans working with machines and machines working with humans…


Hans Cleemput, Director, Customer Contact, the Belgian Customer Contact Association (Dutch)


13:45 Q&A: Your questions, your experience


13:55 Case: Antwerp City Platform as a Service - the key to an optimal digital experience


With the Antwerp City Platform as a Service (ACPaaS), Digipolis Antwerp took an important step in the development of future-proof, metropolitan and 'smart' applications. ACPaaS holds a number of backend-services with diverse functionalities. These ‘engines’ (all immediately available and easy to use) are accessible via APIs and can be used by various urban IT platforms (residents, Social Service Department, local police, visitors, companies, students, administration staff, etc.). With ACPaaS, the city of Antwerp also built, in collaboration with a number of start-ups & scaleups, its own software platform, based on integrated reference architecture and built on reusable software components.


We’ll learn how ACPaaS came to be, and what the near future holds: the development of a 'Digital Experience Platform', with chatbots and self-learning machine learning, where pattern recognition and neural networks create an optimal user experience for every type of user.


Tobias Verbist, Chief Architecture & Innovation, Digipolis Antwerpen (Dutch)


14:25 Q&A: Your questions, your experience


14:35 Coffee Break


15:00 Pitfalls in AI


AI systems are expected to increasingly take autonomous decisions, often well-hidden from view. But this development is not necessarily without danger. This presentation will give us a high-level overview of some common pitfalls in AI-powered applications: snares and snags that require more thought than many AI gurus would admit. On the menu: bias and fairness, confounding variables, adversarial attacks, ethics, explainability and interpretability, and more!


Joachim Ganseman, Research consultant, Smals (English)


15:30 Q&A: Your questions, your experience


15:40 Case: AI @ VDAB


Since October 2018, VDAB has had 2 applications running that rely on AI components. During this presentation, we’ll get an insight into these components, and learn about the challenges that come along with them. Plus, we’ll discover how AI fits into VDAB's innovation strategy, and what more will be done with AI.


Guido Van Humbeeck, Directeur Architectuur & Innovatie, VDAB (English)


16:10 Q&A: Your questions, your experience


16:20 Artificial Intelligence at UCB: examples, trends and potential


Over the past 7 years, UCB IT has developed AI applications that demonstrate the ability to correctly interpret diverse enterprise data and learn from it to achieve specific organisational targets with compelling agility. These AI agents can be queried from intuitive interfaces to deliver a strikingly familiar user experience. They have catalysed transformations in how UCB uses data to: direct its operations, improve its efficiencies and offer new kinds of value to patients. Our next step is to progressively develop sustainable AI capacity and embed trust in AI.


Sammy Sambu, Associate Director, AI Solutions, UCB (English)


16:50 Q&A: Your questions, your experience


17:00 Wrap up & Closing drink


18:00 End