Chatbot will soon be much smarter with next generation of AI
8th of February 2021
Imagine robots building robots. Then, the development goes fast. This requires that you can develop AI that develops AI itself. This is exactly happening in the Danish AI chatbot-project, which has been awarded the prestigious Innovation Award and that has caught attention among world-leading researchers.
An innovative chatbot project - supported by the Innovation Fund Denmark - creates a completely new generation of AI chatbots generating an enormous export potential.
In 2019, SupWiz won the prestigious Innovation Prize, for the first part of the project. The reason behind it was that chatbot was so well-developed, that you could not tell the difference whether it was a human or a robot. It was, among others, SupWiz and the University of Copenhagen, who were behind the winning project.
The project has received so much attention that world-leading researchers want to join the continuation: Now the aim is that the unique chatbots can be built automatically. So far, humans have been developing AI, but the project aims to make AI that can build AI itself. Thus, it is a next generation of AI.
Copenhagen Municipality is a part of the project bringing their practical experience with the chatbots. Jacob Honoré, Office Manager in Group IT at Copenhagen Municipality says:
“Copenhagen is growing by approx. 10,000 citizens every year, so we need to work smarter to serve more citizens for less money. Here, increased digitization is crucial, and we have high expectations towards this project helping to spread the chatbot technology throughout the organization, and we are happy to be involved from the very beginning.”
The consortium consists of leading AI researchers from Edinburgh and Cambridge University (CSRankings). Together with the international top researchers from University of Copenhagen, the project forms a true dream team.
The potential and challenges in the project are huge: The project creates a new generation of AI and will start by transforming the customer service industry globally, and thereby creating a huge export potential. SupWiz’ CTO and Co-Founder Søren Dahlgaard elaborates:
"Research in chatbot technology today is primarily focused on automating questions/answers - in this project, automated interaction is developed in a service and support context, and with a star-packed, international research team, we are sure to get far."
The Alexandra Institute is involved in the project as they are leaders in working with open source and language models in Danish and will contribute to ensure a broad application of the project's results in Denmark as well. Anne Bøgh Fangel, Project Manager at the Alexandra Institute, elaborates:
“We work in DaNLP to give Danish companies the best opportunities to develop AI in Danish and in the cooperation with this project, we get the opportunity to step on the gas pedal and create technological progress that not only benefit the project but will also benefit a lot of companies across industries.”
University of Copenhagen
The Department of Computer Science at the University of Copenhagen (DIKU) is a world leader in Natural Language Processing (NLP), Machine learning (ML) and algorithm research, which are focus areas in this project. Associated with the project are, among others; Anders Søgaard, who is an international top researcher and one of the most published within NLP.
About SupWiz
SupWiz delivers a next generation AI platform for customer service and support. This includes chatbots, email bots, ticket routing & automation, knowledge article matching, and much more.
The solution for example enhances existing systems such as Zendesk, Remedy and ServiceNow with advanced AI improving both customer and agent satisfaction. SupWiz’ AI platform is today used by thousands of agents benefiting millions of end-users and our customers include NNIT, One.com, ATP, Copenhagen Municipality, and many more.
In 2019 SupWiz was awarded the most prestigious innovation award by the Minister of Science and Higher Education for perhaps the world’s best chatbot.
University of Edinburgh and University of Cambridge
The University of Edinburgh is one of the world’s top research-intensive universities with Europe's leading NLP research team, which is part of this project. Cambridge University, one of the world's oldest universities, has a long tradition of international research at the very highest level with some of the most published researchers in NLP, who are also involved in the project.
Alexandra Institute
The Alexandra Institute helps public and private organizations to develop innovative IT solutions based on groundbreaking research and the latest technological advances in, among others, AI.
Copenhagen municipality
Copenhagen Municipality is Denmark's largest workplace with over 45,000 employees and over 600,000 citizens. The internal IT support department handles over 1 million inquiries a year.