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Title
City of Helsinki pilots watsonx.ai for multilingual customer care chatbot translation
…BM 15ANP"/> 15ANP - Data Platform"/> Home Case Studies City of Helsinki Watsonx Elevating customer care experience with watsonx.ai to support multilingual virtual assistant City of Helsinki + IBM A great chatbot made better with AI The City of Hels…
Description
The City of Helsinki collaborated with IBM Client Engineering and IBM Consulting on a Proof of Value testing whether IBM watsonx.ai could translate foreign-language questions into Finnish for its customer care chatbot, which supports Finnish, English, and Swedish. Watsonx.ai scored 0.90 on the COMET machine-translation metric for English-to-Finnish translation (versus 0.91 for the incumbent system) and 0.87 for Swedish-to-Finnish (versus 0.86), performing on par with the city's existing translation solution.
…ai was shown to be on par with the current translation solution on COMET score: For English to Finnish, watsonx.ai scored 0.90 and current solution scored 0.91 (out of 1.0) For Swedish to Finnish, watsonx.ai scored 0.87 and current solution scored 0.86 (out of 1.0) Our longstanding close collaboration with IBM specialists facilitates the devel…
Company
City of Helsinki
…e Kantsila Tech Lead, Product Owner City of Helsinki About the City of Helsinki The City of Helsinki is a government entity that provides a large number of services for its 650,000 citizens. Those services cover a wide range of areas, from healthcare to education to lan…
Country
Finland
…from healthcare to education to land use. With approximately 38,000 employees, the city is Finland’s largest employer. Solution components IBM® Client Engineering IBM Consulting® IBM watsonx.ai™ IB…
Industry
Government & Public Sector
…e Kantsila Tech Lead, Product Owner City of Helsinki About the City of Helsinki The City of Helsinki is a government entity that provides a large number of services for its 650,000 citizens. Those services cover a wide range of areas, from healthcare to education to lan…
Problem
The City of Helsinki's customer care chatbot supports three languages (Finnish, English and Swedish) and needs to translate questions in a foreign language into Finnish, the chatbot's base language, to increase intent recognition, with a high bar set for translation quality.
…t recognition. The answers given are pre-written and checked to avoid mistakes. The current City of Helsinki’s customer care solution supports three languages (Finnish, English and Swedish), and watsonx.ai was piloted to select the most suitable Large Language Model (L…
Solution
IBM Client Engineering and IBM Consulting ran a Proof of Value with the City of Helsinki, facilitating a series of Innovate Workshops to design the approach and piloting watsonx.ai as a Large Language Model for translating foreign-language questions into Finnish, measuring quality with the solution's intent recognition metric and the open-source COMET machine-translation evaluation framework.
…x.ai performed on par with the currently used system in this critical function. IBM Client Engineering and IBM Consulting facilitated a series of Innovate Workshops with the City of Helsinki team that designed the POV approach, addressed challenges and culminated in the conclusion that watsonx.ai could be…
Business value
Watsonx.ai performed on par with the City of Helsinki's currently used translation system: for English to Finnish it scored 0.90 versus 0.91 for the current solution, and for Swedish to Finnish it scored 0.87 versus 0.86, out of 1.0 on COMET. The team concluded watsonx.ai could be the new translation solution for the City of Helsinki, though more planning and testing is needed before it is deployed.
…City of Helsinki team that designed the POV approach, addressed challenges and culminated in the conclusion that watsonx.ai could be the new translation solution for City of Helsinki. This collaborative effort demonstrated how the solution can be further develope…
AI capabilities
Generative AI
…omer care solution supports three languages (Finnish, English and Swedish), and watsonx.ai was piloted to select the most suitable Large Language Model (LLM) for translation. City of Helsinki has set a high bar for translation, and watsonx.ai performed o…
Business functions
Customer Service & Support
…and the City of Helsinki collaborated on a Proof of Value (POV) to showcase how IBM watsonx.ai™ could elevate customer care with advanced language translation and summarization capabilities. The POV brought the talents of both IBM Consulting® and IBM Client Engineering…
Technology
IBM watsonx.ai
…and the City of Helsinki collaborated on a Proof of Value (POV) to showcase how IBM watsonx.ai™ could elevate customer care with advanced language translation and summarization capabilities. The POV brought the talents of both IBM Consulting® and IBM Client Engineering…
Headline outcome
…(LLM) for translation. City of Helsinki has set a high bar for translation, and watsonx.ai performed on par with the currently used system in this critical function. IBM Client Engineering and IBM Consulting facilitated a series of Innovate Work…
Use case type
Translation and localisation
…and IBM Client Engineering to the effort. Initially, the POV demonstrated that IBM watsonx.ai is proficient in translating questions in foreign language into Finnish, the chatbot’s base language to increase intent recognition. The answers given…
