Service: Flemish Infoline - Automatic classification of incoming phone calls

NLP is used to automatically classify incoming telephone questions at the 1700 (Flemish Infoline), to integrally transcribe and document the conversations, and to suggest answers. Informatie Vlaanderen use it to detect and categorise the incoming questions faster and more 'finely-meshed', and also integrate this 'finely-meshed' into the editorial management. In this way, the answers can be suggested more quickly, more adequately and also more 'automatically' to the answer provider, regardless of the chosen communication channel (oral or written). In essence, the project aims at two objectives: (1) the quicker and more efficient capturing and categorising of the question, and (2) the quicker and more efficient forwarding of the 'correctly captioned' question to the 'correct' answer provider with the 'correct' skills, whereby a valid and standardised answer (suggestion) is immediately sent along with it (so that the answer provider does not have to look up the intended answer script).