The current communication flow between the questioners and the contact centers (of AIV and VLAIO) must be mapped out and managed more efficiently and accurately. To this end, the contracting authority is looking for an efficient way of Artificial Intelligence (AI) and is thinking in particular of Natural Language Processing (NLP) for the Flemish standard language and dialects, which can be used for various purposes. The contracting authority is of the opinion that AI is an interesting way to interpret and manipulate the communication flow in terms of content - and immediately - with the aim of automating the service provision, regardless of the channel through which the demand comes in. Other equally efficient ways of automating services and capturing communication may also be developed, provided that it can be demonstrated that the solution meets the expectations of the contracting authority.

Assignment for the development of questioner and information-friendly support for customer contact centers.