Google Search Feature with Document AI Simplifies Document Extraction!
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Google Cloud introduced Document AI to automate document processing and to streamline workflows with state-of-the-art machine learning models. With the deep neural networks, the models generalize the learning from seeing hundreds of thousands variations of the documents. But when information is missing or ambiguous on a document – like a missing address or entity name – a human may need to search for it…often on Google.
With Document AI, we are bringing the power of this “Google search” to help customers understand their documents. This means that the same Google knowledge graph technology that helps you find the name, address or phone number of your favorite restaurant can now enrich your document extraction with the right name, fully qualified address, and updated phone number.
Here is a sample payslip…
Imagine a bank employee entering this to capture a customer’s income to qualify them for a loan. When extracting information from this payslip, what employer name should she key in? She might take the time to go into Google and find the right correct legal entity name; or she might just guess and move on, potentially creating data reconciliation headaches down the line.
With Document AI, there is a better way. Our native integration with the knowledge graph means that we can deliver both the specific text from the payslip as well as Google’s best understanding of the actual name of the company that operates at this address. This is an important step to translate from “what has been said” on a document to “what does it mean”. By normalizing the value as you process millions of documents, you are improving accuracy and consistency at the beginning of the data processing workflow, making downstream integration, data analytics and business intelligence tasks at ease.
How EKG Enrichment Works
In a nutshell, Knowledge Graph is a knowledge base that uses a graph data model to integrate interlinked entities, including objects, events, processes or abstracted concepts. Google announced its Knowledge Graph in 2012 as a way to organize information from the Web and to enhance Search results. Different from Google Knowledge Graph, Cloud EKG (Enterprise Knowledge Graph) focuses on entities that are more relevant to enterprise customers, such as organization, product, people, locations, etc.
In EKG, every node is called an entity. Each entity in the graph represents an object, such as an organization. EKG aggregates all the information about a thing into a single entity, thus each entity represents a distinct and identifiable real world concept. The uniqueness of these entities in the graph is one of the reasons that make EKG useful. The edges between nodes are called relationships. When representing attributes, the relationships can be considered as properties, such as the name of a company, the price of a product, etc. When representing relationships, they connect entities in the graph, such as the CEO of a company, the seller of a product.
Entity linking, as its name suggests, is the task of assigning a unique identity to entities mentioned in text, images or videos. In the context of EKG, it connects the text mentions to entities in the graph. Under the hood, the recognition takes both the mention and its context information into consideration for linking to the best matching candidates in the graph.
Entity Enrichment, is essentially linking entities in EKG to documents, and using the attributes of linked entities to enrich the extracted information. The entity linking on documents is based on the understanding of both documents and the entities in the graph. First the document parser annotates entity mentions, which provides semantic meanings to the content of the document. Then Entity Linking selects a list of entities from EKG based on the types of these mentions, and matches to the best entity by comparing the attributes found in the document with the the relationships of the selected entities.
How to leverage the enrichment result
Knowledge graph enrichment is a built-in feature for Lending DocAI , Procurement DocAI and Contract DocAI today, and we are actively working on expanding it to cover more document types and parsers on the platform. To use the knowledge graph enriched values, look out for the entities fields under normalizedValue, returned by the API.
{entities: [{"textAnchor": {"content": "Google Singapore"},…."normalizedValue": {"text": "Google Asia Pacific, Singapore"}}]}
To learn more, check out the Document AI webpage, and EKG Enrichment page to see the list of supported parsers and fields.
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AI-powered Cameras Help You Serve Your Pets Better. Learn How
Watch the video to learn how you can leverage Google Cloud platform and AI functions to build pet-detection cameras that can capture and send image-based alert messages on your phone to notify when your pets arrive or leave.
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The 5-Min Demo: How to Develop, Train and Deploy Training Models on Kubernetes
Machine learning has taken businesses by storm. A growing number of organizations, both large and small, and spread across a swathe of industries, are figuring out how to quickly adopt ML.
But in the midst of that accelerated push, infrastructure and data science teams have to come to terms with high operational overheads especially considering all the time and effort it takes to develop a specific model and have it run in different places.
If you’re a data scientist or part of the data team, you’ve probably been here: You develop a model on your laptop, train it on the cloud, and then serve it in production, which could be on-prem or in a different cloud. The challenge is that in these various environments, hardware and software configurations could be totally different—and that leads to things breaking down.
That’s where Kubernetes comes in. It provides a way to easily develop training and deployment learning models in the very scalable and flexible way.
In
Home Depot’s Interconnected Retail Experience by Virtue of Google Cloud Migration for SAP Applications
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With nearly 2,300 stores, The Home Depot is the world’s largest home-improvement chain — a brand that professional contractors and DIYers alike have come to depend on. The home improvement industry continues to experience unprecedented demand and dramatic increases in online ordering accompanied by expanding consumer expectations for things like curbside pickup and same day delivery. The Home Depot’s decision to migrate to cloud-based infrastructure, including the migration of the company’s SAP applications on Google Cloud which began in 2017, has set it up for success in an increasingly digital world, and helped the company adapt to changing market conditions quickly.
Interconnected retail at scale
Building on a strong customer-first philosophy, The Home Depot aims to create what it calls interconnected retail—allowing customers to shop however, whenever, and wherever they want. “So many companies are focused on omni-channel retail,” explains Sam Moses, Vice President of Corporate Systems. “At The Home Depot, we wanted to take it to the next level. Interconnected retail puts the customer at the center of everything and enables them to shop in store, online, or both. Customers can begin a transaction online and continue in-store, or vice-versa.”
To support this strategy, the company’s SAP environment needed to be more agile. Running everything on-premises, from central finance to POS systems, meant that The Home Depot’s IT teams experienced redundancy and repetitive, manual processes. Their data warehouse needed an upgrade to process and analyze growing and increasingly diverse data sets. The Home Depot chose to migrate its SAP environment to Google Cloud to support both the velocity and scale needed for the business as well as critical analytics capabilities needed for its bold digital initiatives. “We chose Google Cloud to support our SAP implementation. Our decision had a lot to do with the relationship between Google Cloud and SAP and also for the applications and services that are offered by Google Cloud, like BigQuery, which are helping to enable data and analytics within our organization,” Moses explains.
After migrating its SAP applications—including S/4HANA, its customer activity repository (CAR), general ledger, e-commerce system, enterprise data warehouse and more to Google Cloud, the company now has the speed, scale and flexibility to tackle enormous spikes in the business, all while staying fully available for their customers. Additionally, The Home Depot was able to transform its financial systems and make them more agile to deliver critical information across multiple business functions in real time.
Maximizing data insights to support customer experiences
By migrating to Google Cloud, The Home Depot is leveraging Google Cloud analytics to build the industry’s most efficient supply chain including more robust demand forecasting, supplier lead times, estimated delivery times and more, all while maintaining better security than before. “We experienced unprecedented change in our customers’ behavior and their buying patterns, which puts a lot of pressure on our supply chain,” explains Moses. “So having the ability to leverage data and analytics gives us insights to know exactly what it is that our customers need.”
The company’s analysts now use BigQuery ML for machine learning directly against the company’s BigQuery data and use AutoML to determine the best model for predictions. The Home Depot’s engineers have also adapted BigQuery to monitor, analyze, and act on application performance data across all its stores and warehouses in real time—capabilities that were not as seamless in the on-premises environment.
With hundreds of projects on Google Cloud, The Home Depot’s cloud journey is well on track, but the company is always looking to the future. “As our customers’ needs have continued to evolve, and as technology has continued to evolve, our relationship with Google will continue to advance — to be able to innovate together, to be able to find new solutions together, to better serve our customers.”
Learn more about how The Home Depot is renovating its retail operation with SAP on Google Cloud.
Drive Business Results Faster with Advanced AI Technology: Translation Hub, Document AI, and Contact Center AI
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When it comes to the adoption of artificial intelligence (AI), we have reached a tipping point. Technologies that were once accessible to only a few are now broadly available. This has led to an explosion in AI investment. However, according to research firm McKinsey, for AI to make a sizable contribution to a company’s bottom line, they “must scale the technology across the organization, infusing it in core business processes” — and based on conversations with our customers, we couldn’t agree more.
While investments in pure data science continue to be essential for many, widespread adoption of AI increasingly involves a category of applications and services that we call AI Agents. These are technologies that let customers apply the best of AI to common business challenges, with limited technical expertise required by employees, and include Google Cloud products like Document AI and Contact Center AI. Today, at Google Cloud Next ‘22, we’re announcing new features to our existing AI Agents and a brand new one with Translation Hub.
“AI is becoming a key investment for many companies’ long term success. However, most companies are still in the experimental phases with AI and haven’t fully put the technology into production because of long deployment timelines, IT staffing needs, and more,” said Ritu Jyoti, group vice president, worldwide AI and automation research practice global AI research lead, at IDC. “Organizations need AI products that can be immediately applied to automate processes and solve business problems. Google Cloud is answering this problem by providing fully managed, scalable AI Agents that can be deployed fast and deliver immediate results.”
Translation Hub: An enterprise-scale translation AI Agent
At I/O this year, we announced the addition of 24 new languages to Google Translate to allow consumers in more locations, especially those whose languages aren’t represented in most technology, to help reduce communication barriers through the power of translation. Businesses strive for the same goals, but unfortunately it is often out of reach due to the high costs that come with scaling translation.
That’s why today, we are announcing Translation Hub, our AI Agent that provides customers with self-service document translation. With 135 languages, Translation Hub can create impactful, inclusive, and cost-effective global communications in a few clicks.
With Translation Hub, now researchers are able to share their findings instantly across the world, goods and services providers can reach underserved markets, and public sector administrators can reach more members of their communities in a language they understand — all of which ultimately help make for a more connected, inclusive world.
Translation Hub brings together Google Cloud AI technology, like Neural Machine Translation and AutoML, to help make it easy to ingest and translate content from the most common enterprise document types, including Google Docs and Slides, PDFs, and Microsoft Word. It not only preserves layouts and formatting, but also provides granular management controls such as support for post-editing human-in-the-loop feedback and document review.
“In just three months of using Translation Hub and AutoML translation models, we saw our translated page count go up by 700% and translation cost reduced by 90%,” said Murali Nathan, digital innovation and employee experience lead, at materials science company Avery Dennison. “Beyond numbers, Google’s enterprise translation technology is driving a feeling of inclusion among our employees. Every Avery Dennison employee has access to on-demand, general purpose, and company-specific translations. English language fluency is no longer a barrier, and our employees are beginning to broadly express themselves right in their native language.”
Document AI: A document processing AI Agent to automate workflows
Every organization needs to process documents, understand their content, and make them available to the appropriate people. Whether it’s during procurement cycles involving invoices and receipts, contract processes to close deals, or for general increases in efficiency, Document AI simplifies and automates various document processing. With two new features launching today, Document AI can allow employees to focus on higher impact tasks and better serve their own customers.
For example, payments provider Libeo used Document AI to uptrain an invoice parser with 1,600 documents and increase its testing accuracy from 75.6% to 83.9%. “Thanks to uptraining, the Document AI results now beat the results of a competitor and will help Libeo save ~20% on the overall cost for model training over the long run,” said Libeo chief technology officer, Pierre-Antoine Glandier.
Today, we’re announcing these new features to our existing Document AI Agent:
- Document AI Workbench can remove the barriers around building custom document parsers, helping organizations extract fields of interest that are specific to their business needs. Relative to more traditional development approaches, it requires less training data and offers a simple interface for both labeling data and one-click model training.
- Document AI Warehouse can eliminate the challenges that many enterprises face when tagging and extracting data in documents by bringing Google’s Search technologies to Document AI. This feature can make it simpler and easier to search for and manage documents like workflow controls to accommodate invoice processing, contracts, approvals, and custom workflows.
Contact Center AI: A contact center AI Agent to improve customer experiences
Scaling call center support can be expensive and difficult, especially when implementing AI technologies to support representatives. Contact Center AI is an AI Agent for virtually all contact center needs, from intelligently routing customers, to facilitating handoffs between virtual and human customer support representatives, to analyzing call center transcripts for trends and much more.
Just days ago, we announced that Contact Center AI Platform is now generally available to provide additional deployment choice and flexibility. With this addition to Contact Center AI, we are furthering our commitment to providing an AI Agent that can assist organizations to quickly scale their contact centers to improve customer experiences and create value via data-driven decisions.
Dean Kontul, division chief information officer at KeyBank, had this to say about powering their contact center with Contact Center AI from Google Cloud: “With Google Cloud and Contact Center AI, we will quickly move our contact center to the Cloud, supporting both our customers and agents with industry-leading customer experience innovations, all while streamlining operations through more efficient customer care operations.”
Start delivering business results with AI Agents, today!
If you’re ready to get started with Translation Hub, this Next ‘22 session has the details, including a deeper dive into Avery Dennison’s use of the AI Agent.
To learn more about our Document AI announcements, check out our session with Commerzbank, “Improve document efficiency with AI,” as well as “Transform digital experiences with Google AI powered search and recommendations.”
And, to explore Contact Center AI Platform, watch “Delight customers in every interaction with Contact Center AI,” featuring more insight into KeyBank’s use case.
You Can Quantify and Maximize Value of Your Org’s AI/ML and Analytics Teams!
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Investing in Artificial Intelligence (AI) can bring a competitive advantage to your organization. If you’re in charge of an AI or Data Science team, you’ll want to measure and maximize the value that you’re providing. Here is some advice from our years of experience in the field.
A checklist to embark on a project:
As you embark on projects we’ve found it’s good to have the following areas covered:
- Have a customer. It’s important to have a customer for your work, and that they agree with what you’re trying to achieve. Be sure to know what value you’re delivering to them.
- Have a business case. This will rely on estimates and assumptions, and may take no more than a few minute’s work. You should revise this, but always know what justifies your team’s effort, and what you (and your customer) expect to get in return.
- Know what process you will change or create. You’ll want to put your work in production, so you have to be clear about what business operations are changing or created around your work and who needs to be involved to make it happen
- Have a measurement plan. You’ll want to show that ongoing work is impacting some relevant business indicator. Measure and show incremental value. The goal of these measurements is to establish what has changed because of your project that would otherwise not have changed. Be sure to account for other factors like seasonality or other business changes that may affect your measurements.
- Use all the above to get your organization’s support for your team and your work.
What measures to use?
As you start the work, what measures and indicators can you use to show that your team’s work is useful for your organization?
How many decisions you make. A major function of ML is to automate and optimize decisions: which product to recommend, which route to follow, etc. Use logs to track how many decisions your systems are making.
Changes to revenue or costs. Better and quicker decisions often lead to increased revenue or savings. If possible, measure it directly, otherwise estimate it (for example fuel costs saved from less distance traveled, or increased purchases from personalized offers).
As an example, the Illinois Department of Employment Security is using Contact Center AI to rapidly deploy virtual agents to help more than 1 million citizens file unemployment claims. To measure success the team tracked the two outcomes: (1) the number of web inquiries and voice calls they were able to handle, and (2) the overall cost of the call center after the implementation. Post implementation, they were able to observe more than 140,000 phone and web inquiries per day and over 40,000 after-hours calls per night. They also anticipate an estimated annual cost savings of $100M based on an initial analysis of IDES’s virtual agent data (see more in the link to case study).
Implementation costs. The other side of increased revenue or savings, is to put your achievements in the context of how much they cost. Show the technology costs that your team incurs and, ideally, how you can deliver more value, more efficiently.
How much time was saved. If the team built a routing system then it saved travel time, if it built an email classifier then it saved reading time, etc. Quantify how many hours were given back to the organization thanks to the efficiency of your system.
In the medical field, quicker diagnostics matter. Johns Hopkins University’s Brain Injury Outcomes (BIOS) Division has focused on studying brain hemorrhage aiming to improve medical outcomes. The team identified the time to insights as a key metric in measuring business success. They experimented with a range of cloud computing solutions like Dataflow, Cloud Healthcare API, Compute Engine, and AI Platform for distributed training to accelerate iterations. As a result, in their recent work they were able to accelerate insights from scans from approximately 500 patients from 2,500 hours to 90 minutes.
How many applications your team supports. Some of your organization’s operations don’t use ML (say reconciling financial ledgers) but others do. Know how many parts of your organization benefit from the optimization and automation your team builds.
User experience. You may be able to measure your customer’s experience: fewer complaints, better reviews, reduced latency, more interactions, etc. This is valid both for internal and external stakeholders. At Google we measure usage and regularly ask for feedback on any internal system or process.
One of our customers, The City of Memphis, is using VisionAI and ML to tackle a common but very challenging issue: identifying and addressing potholes. The implementation team identified the percentage increase of potholes identified as one of the key metrics along with accuracy and cost savings. The solution captures video footage from it’s public vehicles and leverages Google Cloud capabilities like Compute Engine, AI Platform, and BigQuery to automate the review of videos. The project increased pothole detection by 75% with over 90% accuracy. By measuring and demonstrating these outcomes, the team proved the viability of a cost-effective, cloud-based machine learning model and is looking into new applications of AI and ML that will further improve city services and help it build a better future for its 652,000 residents.
Acknowledgements
Filipe and Payam would like to thank our colleague and co-author Mona Mona (AI/ML Customer Engineer, Healthcare and lifesciences) who contributed equally to the writing.
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