Projects & Roles
An overview of the digital innovation projects that I have done for a couple of clients
Role: Product owner
Belfius was looking to explore the capabilities of a chatbot solution. Within the Customer Service department, I help management with a global vision on AI and chatbots in particular. I also manage the scrum team that trains the NLP model, builds and maintains the bot flows.
The long term goal of an NLP enabled chatbot is to reduce the inbound call volume and help customers find answers via conversational self-help tools.
Project: Support center
Role: Online Channel Manager
Description: ING was looking to refresh its FAQ section on the website. Thanks to the implementation of an NLP powered solution, it is now able to capture incoming user questions in real-time. This allows for a dynamically updated knowledge base, that is in line with the actual user needs. Users are exposed to this innovative solution via a support center and a conversational agent (chat button).
The NMBS website was in need of a complet visual make-over. I worked on the overall look-n-feel of the website and focused specifically on the delivery of the new routeplanning tool provided by Hacon (German firm that specializes in this type of software). I delivered analysis documentation, usability testing and overall project management tasks.