Wouter de Vries (KPN)

Artificial intelligent processes for people

About 75 years after the first prudent attempts to capture artificial intelligence in conceptual models, the field is now an exuberant and flourishing domain. Many ingenious applications find their way to consumers and businesses, as well as the telecommunications sector.

The first part of this lecture gives an overview of applications of artificial intelligence and machine learning in the customer processes at KPN, e.g. personalized offerings (next best action), cognitive chatbots and service diagnostics. The second part of the lecture highlights a recent study in collaboration with TU Delft into the optimization of the KPN assurance process using reinforcement learning techniques and Markov decision processes.