Google Cloud CCAI’s Support for the Public Sector Soars during the Pandemic

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Scaling Virtual Support in the Pandemic Era: The AI Connection
Since the early days of the pandemic, we’ve partnered with government organizations and academic institutions to serve communities at scale with Contact Center Artificial Intelligence (CCAI). I sat down with Bill MacKenzie, IT liaison for the Upper Grand School District in Ontario, and Marco Palermo, director of digital government and modernization, to discuss how they embraced CCAI to introduce scalable service delivery to residents and students alike. I’m sharing more on their stories below, and for the full overview, check out our Google Cloud Public Sector Summit session, Scaling Virtual Support in the Pandemic Era: The AI Connection.
Upper Grand School District: Answering questions with speed and accuracy
Bill MacKenzie described the Upper Grand School District’s struggles at the beginning of the pandemic, particularly helping parents with IT issues. The staff-oriented help desk was not equipped to assist parents trying to securely login for students as young as kindergarten. Without sufficient support for parents, the District was struggling to handle thousands of phone calls a day.
To alleviate the manual strain, they turned to Quantiphi, a Google Cloud partner, to implement Google Cloud Dialogflow. They were fully functional within a few weeks. The new website provided real-time responses as well as clear documentation to help parents get up and running quickly.
“In the first 10 days, we had over 5,000 hits, and the accuracy rate was 92%,” MacKenzie said.
The district doesn’t know what the future holds, but now that they have been through the process, they are confident they now understand how to create their own bots to meet critical needs.
City of Toronto: Getting critical information to the community
Marco Palermo explained how the city of Toronto was facing a very rapid and fluid situation at the beginning of the pandemic. Getting information to constituents was extremely important, and they needed alternative channels to deliver that information.
Toronto has been committed to workforce equity and inclusivity in order to best represent the diversity of its residents. As a result, solutions had to be accessible to all. The bot handled 25,330 unique users and addressed 20,174 total questions with an 80% accurate response rate in the first four months. It’s been a huge success for the city, with plans to expand its capabilities.
Personalized response to the pandemic challenge
I noted that even before the pandemic, government leaders were asking for a way to provide more flexible personal experiences and better support outside of normal business hours. Around 60% of constituents want more self-service options and 75% would happily interact with digital resources if they could get the answers they needed.
Google Cloud CCAI addresses these needs with a single core of intelligence that provides a consistently high-quality conversational experience—human or virtual—across all channels and platforms. It can be deployed on legacy infrastructure without upgrades in an average of two weeks.
CCAI operates with a conversational core that centralizes the ability to talk, understand, and interact, orchestrating high-quality conversations at scale. It provides services in three different ways:
- Virtual Agent AI allows natural conversation with customers to identify and address their issues effectively
- Agent Assist AI helps human agents by providing real-time turn-by-turn guidance so they can better serve constituents
- Insight AI determines metrics and trends in real-time to enable faster and more accurate insights
CCAI provides consistency across every application. It can go off-script when answering complex questions, adjusting human conversation with the capacity to handle unexpected stops and starts, odd word choices, or implied meanings. It can also handle multiple use cases for the customer, such as taking payments, updating information, providing information, and more. By allowing agencies to automate routine tasks and reduce the amount of time employees need to dedicate to answering calls, the solution created cost savings for the agency.
Explore more on this session by visiting the Public Sector Summit on-demand video.
Can Your Company Use Video AI? You’d Be Surprised at the Answer

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Video AI is a powerful way to enable content discovery and engaging video experiences.
Here, try it out right now!
Google Cloud’s easy-to-access video AI solutions can accomplish a bunch of things. Here are a few:
Precise video analysis: Video Intelligence API automatically recognizes more than 20,000 objects, places, and actions in stored and streaming video. It also distinguishes scene changes and extracts rich metadata at the video, shot, or frame level. Use in combination with AutoML Video Intelligence to create your own custom entity labels to categorize content. Imagine being able to categorise hundreds of videos of customer interactions quickly to improve service training!
Recommended content: Build a content recommendation engine with labels generated by Video Intelligence API and a user’s viewing history and preferences. This will simplify content discovery for your users and guide them to the most relevant content that they want.
Simplify media management: Find value in vast archives by making media easily searchable and discoverable. Easily search your video catalog the same way you search text documents. Extract metadata that can be used to index, organize, and search your video content, as well as control and filter content for what’s most relevant.Imagine being able to locate insight in hundreds of enterprise videos to improve productivity and customer experience!
Easily create intelligent video apps: Gain insights from video in near real time using the Video Intelligence Streaming Video APIs, and trigger events based on objects detected. Build engaging customer experiences with highlight reels, recommendations, interactive videos, and more. Marketers, imagine being able to trigger a customer workflow, in real time, based on a live customer interactions.
Automate expensive workflows: Reduce time and costs associated with transcribing videos and generating closed captions, as well as flagging and filtering inappropriate content.
Content moderation: Identify when inappropriate content is being shown in a given video. You can instantly conduct content moderation across petabytes of data and more quickly and efficiently filter your content or user-generated content.

What can your organisation do with video AI?
Companies Can Speed-up AI Developments with NVIDIA’s One Stop Catalog for AI Software

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NVIDIA GPU-powered instances on Google Cloud provide an optimal platform for organizations to develop their AI applications on the latest hardware and software stack, then seamlessly deploy those applications at scale in production.
Simplifying Workflows to Speedup AI Developments
NVIDIA recently announced the One Click Deploy feature on the NVIDIA NGC catalog, the hub for GPU-optimized AI software. Developed in collaboration with Google Cloud, this feature simplifies the deployment of AI software, to a single click from the NGC catalog.
This allows data scientists to deploy frameworks, software development kits and Jupyter Notebooks directly to Google Cloud’s Vertex AI Workbench, a new managed Jupyter Notebook service on top of Vertex AI, Google’s service for machine learning operations.
Under the hood, this feature launches the JupyterLab instance on Google Cloud Vertex AI Workbench with optimal instance configuration, preloads the software dependencies, and downloads the NGC notebook in one go.
NGC Catalog – One Stop for AI Software
NVIDIA is expanding the rich trove of NVIDIA AI software in the catalog to ensure AI practitioners have everything they need to get started — from frameworks to models.

All of the AI models in the catalog come with credentials. They’re like resumes that show the model’s skills, the dataset that trained it, how to use the model and how it’s expected to perform.
These model credentials provide transparency, which gives developers the confidence in picking the right model for their use case.
The NGC catalog also hosts Jupyter Notebooks tailored for the most popular AI/ML applications. Examples include:
Computer Vision – A collection of models for detecting human actions, gestures and more.
Automatic Speech Recognition – An end-to-end workflow for text-to-speech training.
Recommendation – A collection of example notebooks to help build end-to-end recommendation services.
Serve Robotics uses Vertex AI and the simple easy-to-use interface that the NGC One Click Deploy delivers.
“NGC catalog allows our ML research engineers to launch environments for experiments on Vertex AI with a single click. This saves us the efforts on ML infra setup and lets researchers focus on the ML problem in the computer vision and robotics space more efficiently.”—Kaiwen Yuan, Director of ML/Head of Perceptions & Predictions at Serve Robotics
Accelerate ML Deployments
Explore hundreds of Jupyter notebook examples for speech, computer vision and recommenders and, if you’re just getting started with AI, browse NVIDIA’s collection of Jupyter notebook examples and run it using the One Click Deploy feature on Google Cloud Vertex AI.
Innovate Faster & More Flexibly: How Our Commitment to Open Source Unlocks AI and ML Innovation

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At Google, we believe anyone should be able to quickly and easily turn their artificial intelligence (AI) idea into reality. Open source software (OSS) has become increasingly important to this goal, heavily influencing the pace of innovation in AI and machine learning (ML) ecosystems. Over the last two decades, ML has transformed Google services including Search, YouTube, Assistant, and Maps, and the basis for this transformation has always been our “open first” approach through investments in projects and ecosystems like TensorFlow, Jax, and PyTorch.
These OSS efforts are important because many AI technologies rely on closed or exclusive approaches. This wall-garden approach creates high barriers to entry for developers; limits efforts to make AI explainable, ethical, equitable; and stunts innovation. We’re committed to open ecosystems, as we firmly believe no one company should own AI/ML innovation. In this blog post, we’ll explore some of Google’s most significant OSS AI and ML contributions from recent years, as well as how our commitment to open technologies can help organizations innovate faster and more flexibly.
Openness is the way to operate as an ecosystem, not a single project
Google’s OSS initiatives extend and enable AI initiatives according to three pillars:
- Access — OSS allows developers, researchers and organizations of all sizes to leverage the latest ML technology. It is a key part of democratizing innovation in ML, fostering software diversity and choice for customers, and lowering operating cost while accelerating scale for everyone.
- Transparency — Open source datasets, ML algorithms, training models, frameworks, and compilers ensure due diligence and validation by the larger community. This is paramount when it comes to ML as it bolsters reproducibility, interpretability, ensures equity, and boosts security.
- Innovation — With more access and transparency, more innovation comes naturally. Our customers and partners take advantage of open source ML toolsets and frameworks to create more innovation in the field by contributing their own OSS.
Google’s ongoing commitment to open source AI
Google’s commitment to open standards spans over two decades of OSS contributions like TensorFlow, JAX, TFX, MLIR, KubeFlow, and Kubernetes, as well as sponsorship for critical OSS data science initiatives like Project Jupyter and NumFOCUS. Initiatives like these have helped Google become the leading Cloud Native Computing Foundation (CNCF) contributor—and by building on these efforts, Google Cloud seeks to be the best platform for the OSS AI community and ecosystem.
The perils of closed technologies can emerge at many points across ML pipelines, which is why Google’s OSS strategy encompasses the entire “idea-to-production” lifecycle, from acquiring data, to training models, to managing infrastructure, to facilitating experimentation and model refinement:
Data acquisition: starting the journey from idea to production-ready ML model
The journey from an idea to a production ML model starts with data. TensorFlow Datasets not only help users acquire ready-to-use, customizable, and highly-optimized datasets (including image, audio, and text), but also provides a set of helpful APIs that make it easy for users to organize their own datasets, regardless of whether they build with TensorFlow, Jax, or other ML frameworks.
Model development and training: shortening the path from data to useful ML
OSS libraries help developers and researchers design, implement, train, test, and debug ML algorithms. Our contributors on this front include:
- The TensorFlow core framework, which offers APIs to help data scientists and developers build and train production-grade ML models on distributed and accelerated infrastructure powered by GPUs or TPUs;
- Google’s founding membership of the PyTorch Foundation, which positions us to increase adoption of ML by building an ecosystem of open-source projects with PyTorch;
- Keras, a simple and powerful ML framework, well integrated with TensorFLow, that makes it easy for developers to quickly build and train ML models, or to leverage pre-trained AI applications;
- Model Garden, which provides implementations of many state-of-the-art computer vision and natural language processing models, maintained by Google and accessible to all, alongside APIs to accelerate training and experiments;
- Jax, a lean, intuitive, and composable system that brings together automatic differentiation (Autograd) and the Accelerated Linear Algebra (XLA) optimizing compiler to offer high-performance ML for fast research and production;
- TensorFlow Hub, a repository of trained ML models ready for fine-tuning and deployment; and,
- MediaPipe open source cross-platform, which lets users leverage customizable ML solutions for live and streaming media, including text and video.
ML infrastructure management: scaling valuable models with powerful backends
Accessing and managing infrastructure for ML, especially at scale, can be a blocker for many organizations, which is why Google has invested in initiatives including:
- The TFX (or TensorFlow Extended) platform, which offers software frameworks and tooling for full MLOps deployments, helping developers with data automation, model tracking, performance monitoring, and model retraining;
- Kubeflow, which makes deployments of ML workflows on Kubernetes simple, portable and scalable; and,
- TRC (TPU Research Cloud), which gives access to a cluster of more than 1,000 Cloud TPU devices at no charge to selected researchers who publish peer-reviewed papers and/or open source code.
Experimentation and model optimization: encouraging discovery and iteration
Data, tools for model training, and infrastructure can achieve only so much without strong processes for experimentation and optimization—which is why we’ve contribution to projects like xManager, which enables anyone to run and keep track of ML experiments locally or on Vertex AI and Tensorboard, which simplifies tracking and visualizing of model performance metrics.
These areas of focus will help not only our customers but the open-source AI community as a whole, and we’re excited to share more OSS news in coming days and months. To start exploring why many organizations choose Google Cloud for their open-source AI needs, visit our “open cloud” page and be sure to register for Google Cloud Next ‘22 for all our latest news.
Thanks to all the contributors to this blog post: Matt Vasey, George Elissaios, Warren Barkley, Manvinder Singh, James Rubin, Abhishek Ratna, Thea Lamkin, Amin Vahdat, Andrew Moore, Max Sapozhnikov, Gandhi, Vikram Kasivajhula
Apache and Dataflow Help with Real-time Indices Processing for Financial Institutions
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Financial institutions across the globe rely on real-time indices to inform real-time portfolio valuations, to provide benchmarks for other investments, and as a basis for passive investment instruments including exchange-traded products (ETPs). This reliance is growing—the index industry dramatically expanded in 2020, reaching revenues of $4.08 billion.
Today, indices are calculated and distributed by index providers with proximity and access to underlying asset data, and with differentiating real-time data processing capabilities. These providers offer subscriptions to real-time feeds of index prices and publish the constituents, calculation methodology, and update frequency for each index.
But as new assets, markets, and data sources have proliferated, financial institutions have developed new requirements. Financial institutions will need to quickly create bespoke and frequently updating indices that represent a specific actual or theoretical portfolio, with its unique constituents and weightings.
In other words, existing index providers and other financial institutions alike will need mechanisms for rapid creation of real-time indices. This blog post’s focus—an index publication pipeline collaboratively developed by CME Group and Google Cloud—is an example of such a mechanism.
The pipeline closely approximates a particular CME Group index benchmark, but with far greater frequency (in near real time vs. daily) than its official counterpart. It does so by leveraging open-source models such as Apache Beam and cloud-based technologies such as Dataflow, which automatically scales pipelines based on inbound data volume.

Machine learning’s production problem
In the past decade, advances in AI toolchains have enabled faster ML model training—and yet a majority of ML models are still not making it into production. As organizations endeavor to develop their ML capabilities, they soon realize that a real-world ML system is comprised of a small amount of ML code embedded in a network of complex and large ancillary components. Each component brings its own development and operational challenges, which are met by bringing a DevOps methodology to the ML system, commonly referred to as MLOps (Machine Learning Operations). To apply ML to business problems, a firm must develop continuous delivery and automation pipelines for ML.
This index publication collaboration is instructive because it demonstrates MLOps best practices for just such a pipeline. One Apache Beam pipeline, suited for operating on both batch and streaming data, extracts insights and packages them for downstream consumers. These consumers may include ML pipelines that, thanks to Apache Beam, require only one code path for inference across batch and real-time data sources. The pipeline is run inside Google Cloud’s Dataflow execution engine, greatly simplifying management of underlying compute resources.
But the collaboration’s value is not constrained to the ML and data science realm. The project shows that consumers of the Apache Beam pipeline’s insights may also include traditional business intelligence dashboards and reporting tools. It also demonstrates the simplicity and economy of cloud-based time series data such as CME Smart Stream, which is metered by the hour, quickly and automatically provisioned, and consumable at a per-product-code (not per-feed) level.
A focus on real-time processing for financial services
To illustrate the above points, the collaboration applies data engineering and MLOps best practices to a financial services problem. We chose the financial services domain because many financial institutions do not yet have real-time market data processing or MLOps capabilities today, owing to a significant gap on either side of their ML/AI objectives.
Upstream from ML/AI models, financial institutions often experience a data engineering gap. For many financial institutions, batch processes have sufficiently addressed business requirements. As a result, the temporal nature of the time series data underlying these processes is deemphasized. For example, the original purpose of most trade booking systems was to capture a trade and ensure that it found its way to the middle and back office for settlement. It was not built with ML/AI in mind, and its underlying data therefore has not been packaged for consumption by ML/AI processes.
And downstream from ML/AI models, financial institutions often encounter the aforementioned “ML production problem.”
As ML/AI becomes ever more strategic, these two gaps have left many financial institutions in a conundrum—unable to train ML models for lack of properly packaged time series data, and unmotivated to package time series data for lack of ML models. By recreating a key energy market index using open-source libraries and cloud-based tools, this collaboration demonstrates that for the financial services domain a solution to this conundrum is more accessible today than ever.
Creating a new index
We modeled our new index after one of CME Group’s many index benchmarks. The particular index expresses the value of a basket of three New York Mercantile Exchange—listed energy futures as a single price. Today, CME Group publishes the index at the end of the day by calculating the settlement price of each underlying futures contract, and then weighing and summing these values.
While CME Group does not currently publish this index in real time, this collaboration aims to create a near real-time solution leveraging Google Cloud capabilities and CME Group market data delivered via CME Smart Stream. However, in order to publish the value so frequently—every five seconds, with 40-second publish latency—this collaboration’s pipeline has to solve a number of challenges in near-real time.
First, the pipeline must process sparse data from three separate trades feeds in memory to create open-high-low-close (OHLC) bars. More specifically, for five-second windows for each of the three front-month (and sometimes second-month) energy contracts, a bar must be produced. This is solved by using the Apache Beam library to implement functions which, when executed on Dataflow, automatically scale out as input load increases. The bars must be time-aligned across the underlying feeds, which is greatly simplified by Beam’s watermark feature. And for intervals in which no tick data is observed, the Beam library is used to pull forward the last value received, yielding perfect gap-free bars for downstream processors.
Second, the pipeline must calculate volume-weighted average price (VWAP) in near real-time for each front-month contract. The VWAP calculations are also written using the Beam API and executed on Dataflow. Each of these functions requires visibility of each element in the time window, so the functions cannot be arbitrarily scaled out. Nonetheless, this is tractable because their input—OHLC bars—is manageably small.
Third, the pipeline must replicate CME Group’s specific settlement price methodology for each contract. The rules specify whether to use VWAP or another source as price, depending on certain conditions. They also specify how to weigh combinations of monthly contracts during a roll period. The pipeline again encapsulates these requirements as an Apache Beam class, and joins the separate price streams at the correct time boundary.
The end result is a new stream publishing bespoke index data to a Google Cloud Pub/Sub topic thousands of times daily, enabling AI models as well as traditional industry index usage, dashboards, and other tools to assist real-time decision making. The stream’s pipeline uses open source libraries that solve common time series problems out-of-the box, and cloud-based services to reduce the user’s operational and scaling burden.

The importance of cloud-based data
The promise of cloud-based pipeline execution services cannot be realized using legacy data access patterns, which often require market data users to colocate and configure servers and network gear. Such patterns inject expense and scaling complexity into the pipeline’s overall operation, diverting resources from the adoption of MLOps best practices. Instead, a newer, cloud-based access pattern—in which resources subscribe to data streams inexpensively, rapidly and programatically—is necessary.
In 2018, CME Group identified the customer need for accessible futures and options market data. CME Group collaborated with Google Cloud to launch CME Smart Stream, which distributes CME Group’s real-time market data across Google Cloud’s global infrastructure with sub-second latency. Any customer with a CME Group data usage license and a Google Cloud project can consume this data for an hourly usage fee, without purchasing and configuring servers and network gear.
CME Smart Stream met this index pipeline’s requirements for cost-effective, cloud-based streaming data, but this is just one use case. Since the launch of a CME Smart Stream offering on Google Cloud, globally dispersed firms have adopted the solution. For example, Coin Metrics has been using the offering to better inform its customers in the crypto markets. According to CME Group, Smart Stream has become popular with new customers as the fastest, simplest way to access CME Group’s market data from anywhere in the world.
Adapt the design pattern to your needs
By combining cloud-based data, open-source libraries, and cloud-based pipeline execution services, we created a real-time index using the same constituents as its end-of-day counterpart. Additionally, financial institutions will find this approach addresses many other challenges—real-time valuation of a large set of portfolios; benchmark creation for new ETPs; or external publication of new indices.
Give it a try
This approach is available to help you meet your organization’s needs. Please review our user guide, whose Tutorials section provides a step-by-step guide to constructing a simple Apache Beam pipeline to generate metrics on streaming data in real-time, and connecting a new data source to the pipeline. We’ll be discussing this topic in CME Group’s webinar End-to-End Market Data Solutions in the Cloud at 10:30 am ET on June 16th.
Transform ‘Dark Data’ from Documents with Document AI, Cloud Functions and Workflows

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At enterprises across industries, documents are at the center of core business processes. Documents store a treasure trove of valuable information whether it’s a company’s invoices, HR documents, tax forms and much more. However, the unstructured nature of documents make them difficult to work with as a data source. We call this “dark data” or unstructured data that businesses collect, process and store but do not utilize for purposes such as analytics, monetization, etc. These documents in pdf or image formats, often trigger complex processes that have historically relied on fragmented technology and manual steps. With compute solutions on Google Cloud and Document AI, you can create seamless integrations and easy to use applications for your users. Document AI is a platform and a family of solutions that help businesses to transform documents into structured data backed by machine learning. In this blog post we’ll walk you through how to use Serverless technology to process documents with Cloud Functions, and with workflows of business processes orchestrating microservices, API calls, and functions, thanks to Workflows.
At Cloud Next 2021, we presented how to build easy AI-powered applications with Google Cloud. We introduced a sample application for handling incoming expense reports, analyzing expense receipts with Procurement Document AI, a DocAI solution for automating procurement data capture from forms including invoices, utility statements and more. Then organizing the logic of a report approval process with Workflows, and used Cloud Functions as glue to invoke the workflow, and do analysis of the parsed document.

We also open sourced the code on this Github repository, if you’re interested in learning more about this application.

In the above diagram, there are two user journeys: the employee submitting an expense report where multiple receipts are processed at once, and the manager validating or rejecting the expense report.
First, the employee goes to the website, powered by Vue.js for the frontend progressive JavaScript framework and Shoelace for the library of web components. The website is hosted via Firebase Hosting. The frontend invokes an HTTP function that triggers the execution of our business workflow, defined using the Workflows YAML syntax.
Workflows is able to handle long-running operations without any additional code required, in our case we are asynchronously processing a set receipt files. Here, the Document AI connector directly calls the batch processing endpoint for service. This API returns a long-running operation: if you poll the API, the operation state will be “RUNNING” until it has reached a “SUCCEEDED” or “FAILED” state. You would have to wait for its completion. However, Workflows’ connectors handle such long-running operations, without you having to poll the API multiple times till the state changes. Here’s how we call the batch processing operation of the Document AI connector:
- invoke_document_ai:call: googleapis.documentai.v1.projects.locations.processors.batchProcessargs:name: ${"projects/" + project + "/locations/eu/processors/" + processorId}location: "eu"body:inputDocuments:gcsPrefix:gcsUriPrefix: ${bucket_input + report_id}documentOutputConfig:gcsOutputConfig:gcsUri: ${bucket_output + report_id}skipHumanReview: trueresult: document_ai_response
Machine learning uses state of the art Vision and Natural Language Processing models to intelligently extract schematized data from documents with Document AI. As a developer, you don’t have to figure out how to fine tune or reframe the receipt pictures, or how to find the relevant field and information in the receipt. It’s Document AI’s job to help you here: it will return a JSON document whose fields are: line_item, currency, supplier_name, total_amount, etc. Document AI is capable of understanding standardized papers and forms, including invoices, lending documents, pay slips, driver licenses, and more.
A cloud function retrieves all the relevant fields of the receipts, and makes its own tallies, before submitting the expense report for approval to the manager. Another useful feature of Workflows is put to good use: Callbacks, that we introduced last year. In the workflow definition we create a callback endpoint, and the workflow execution will wait for the callback to be called to continue its flow, thanks to those two instructions:
- create_callback:call: events.create_callback_endpointargs:http_callback_method: "POST"result: callback_details...- await_callback:try:call: events.await_callbackargs:callback: ${callback_details}timeout: 3600result: callback_requestexcept:as: esteps:- update_status_to_error:...
In this example application, we combined the intelligent capabilities of Document AI to transform complex image documents into usable structured data, with Cloud Functions for data transformation, process triggering, and callback handling logic, and Workflows enabled us to orchestrate the underlying business process and its service call logic.
Going further
If you’re looking to make sense of your documents, turning dark data into structured information, be sure to check out what Document AI offers. You can also get your hands on a codelab to get started quickly, in which you’ll get a chance at processing handwritten forms. If you want to explore Workflows, quickstarts are available to guide you through your first steps, and likewise, another codelab explores the basics of Workflows. As mentioned earlier, for a concrete example, the source code of our smart expense application is available on Github. Don’t hesitate to reach out to us at @glaforge and @asrivas_dev to discuss smart scalable apps with us.
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