Five Dutch companies Ahold Delhaize, ING, KLM, NS and Philips aim to further boost the AI ecosystem in the Netherlands by accelerating and promoting the development of AI technology and nurturing AI talent in the country. This effort will add educational capacity, foster the development of the AI community in the Netherlands and reiterate the position of the Netherlands as a competitive and relevant global AI hub.

Joint initiative

The goal of Kickstart AI, is to bridge the AI gap between the Netherlands and other countries, like the UK, the US and China, that have made notable progress in this area. In order to keep the country’s position as a pioneer and inventor of technologies, the Dutch government, companies, organizations and universities have ground to cover in terms of structural investments and availability of global AI talent. The five companies “kickstarting” AI are, for the first time, uniting forces in this kind of joint initiative and taking highly needed decisive action.

Improve daily lives

The five companies initiating Kickstart AI are calling for the critical expansion of local knowledge and talent in order to ethically implement AI that is focused not only on what is technically possible but also meeting the ethical and social standards the Dutch society may expect. Collaboration among these five companies, the government, industry and other tech providers will help address societal challenges, provide new opportunities for the youth and accelerate the introduction of AI in the Netherlands. For consumers, AI has untapped potential to help improve their daily lives by elevating their experience with personalized service, convenience and choices in many areas of life such as food, travel, health and finances.

Initiatives under Kickstart AI include:

1. AI superchallenges: Competitions aimed at raising the Netherlands’ global profile by mobilizing global AI talent to address societal challenges for example in the areas of health and mobility.
2. Joint appointments: Investing in private-public collaboration through joint appointments of academic staff, providing access for the next generation of AI talent to education, training and leading academics. First commitment is to create 5 joint appointments to academic institutions in the Netherlands by each of the frontrunner companies in Kickstart AI, adding up to 25 positions in total.
3. Dutch national course for AI: As part of a wider effort to increase understanding and adoption of AI in the Netherlands, Kickstart AI companies will not only promote the national course for AI among the general public and their own workforces, but also offer the course in English, therewith aiming to secure sign-ups from a total of 170,000 people in the Netherlands by the end of 2020.

Urgency

Introducing Kickstart AI at the World Summit AI today, Maarten de Rijke, Professor at the University of Amsterdam and Director of the Innovation Center for Artificial Intelligence, said: “The Netherlands has always been a technology pioneer, a frontrunner in AI development and innovation. The quality of our AI specialists is well-acknowledged worldwide. However, without a national AI strategy and swift action, the severe shortage of AI talent in our country remains one of the biggest roadblocks to realizing the full potential of AI talent and technology. The joint efforts between universities and companies, as part of Kickstart AI, underlines the urgency in accelerating AI education and talent retention and signals our commitment to collaboration and investments needed to accelerate AI innovation in the Netherlands.”

Game-changing potential

Ahold Delhaize, ING, KLM, NS and Philips are connected to the daily lives of millions of people through food, travel, health and finances. As organizations that are close to the lives of everyday Dutch society, they fully understand the game-changing potential for AI to improve everyday life in the Netherlands. This is why they have joined together in a call for action to their business and industry peers, to boost collaboration in creating a thriving AI ecosystem in the Netherlands for the benefit of end-consumers’ daily lives. The Strategic Action Plan AI (SAPAI) and the Netherlands’ AI Coalition, also announced this week, are complementary steps in the same direction and designed to collectively sustain the growth and competitiveness of the Dutch economy.

AI system gets smarter over time

KLM has been using AI provided by DigitalGenius, which now supports over 50% of all inquiries, for a year and-a-half. When agents need to answer questions, AI provides them with a possible answer. The AI system learns from the service agent’s actions and gets smarter over time. Until now, the agents had to decide if the proposed answer suits the question, adjust the answer if necessary and send it to the appropriate social media channel. With the high volumes of customer questions that the AI system has handled, KLM is now able to automate the answers to the most common questions on any subject without the interference of a human service agent. With the help of this next step in social media, KLM service agents have more time to focus on questions that require a human approach.

About KLM and Social Media

Since 2009, KLM has gained a reputation as pioneer in the field of social media services and campaigns. KLM has over 25 million fans and followers on various social media platforms. Through these channels, KLM receives over 130,000 mentions every week, 30,000 of which are questions or remarks. These are personally answered by more than 250 service agents, who form the world’s largest, dedicated social media team. On WhatsApp, Facebook, Messenger, Twitter, WeChat and KakaoTalk, KLM offers her customers 24/7 service in nine different languages: Dutch, English, German, Spanish, Portuguese, French, Chinese, Japanese and Korean. During office hours, 7 days per week, KLM also offers services in Italian. Recently KLM added BB, short for Blue Bot, to her servicing family, who can help you book a ticket on Messenger and pack your bag on Google Home. KLM was the world’s first airline to offer customers the option of receiving flight documents and status updates via WhatsApp, Messenger, and Twitter and the first Western airline on WeChat in China.

About DigitalGenius

DigitalGenius brings practical applications of deep learning and artificial intelligence into customer service operations of leading companies. Its Human+AI™ Customer Service Platform combines the best of human and machine intelligence enabling companies to deliver on increasing customer expectations. At its core are deep learning algorithms, which are trained on historical customer service data and integrated directly into the contact center’s existing software. Once enabled, the platform automates and increases the quality and efficiency of customer service & support conversations across text-based communication channels like email, chat, social media, SMS and mobile messaging.

About KLM and Social Media

Since 2009, KLM has gained a reputation for being a pioneer in the field of social media services and campaigns. KLM has over 25 million fans and followers on various social media platforms. Through these channels, KLM receives over 100,000 mentions every week, 16,000 of which are questions or remarks. These are personally answered by more than 250 service agents, who form the world’s largest, dedicated social media team. On WhatsApp, Facebook, Messenger, Twitter, LinkedIn, WeChat and KakaoTalk, KLM offers its customers a 24/7 one-stop-shop in nine different languages: Dutch, English, German, Spanish, Portuguese, French, Chinese, Japanese and Korean. During office hours, KLM also offers services in Italian. KLM was the world’s first airline to offer customers the option of receiving flight documents and status updates via WhatsApp, Messenger and Twitter, and the first Western airline to offer this via WeChat.

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