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What does atSpoke do?

atSpoke, using an AI-powered engine, automates the servicing of internal IT and HR requests for companies so that they reach the right department and solution.

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What was the Annotation Task?

Classify IT and HR queries, generated from the internal Slack messages and emails within companies, into 13 different categories such as Requests, Technical Assistance, Informational Questions and sub-categories within them.

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Task Highlights

Complexity
High
Accuracy
98%
Volume
36,700 data points
Price
$0.13 per data point
Task Type
Classification (13 Categories)
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-David Lim, Machine Learning Engineer

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

Solution:

  • Hired full-time annotators with BAS in computer science and HR backgrounds to handle the IT and HR queries respectively. Since they understood the context and application of the dataset there was a high dataset-annotator fit. 
  • Takt developed internal operation workflows through it’s in-house platform that accounted for edge cases. A repository of terms and concepts that were foreign to the annotators was also built over time.
  • Feedback loops helped annotators flag issues and doubts during annotation rather than pick with uncertainty. This ensured errors did not propagate and a mistake of one annotator was a learning for every annotator.
  • Every Takt annotator that deals with private data works at our on-site secure facilities ensuring the highest privacy standards. 
  • Takt built monthly contracts for atSpoke which perfectly suit their needs. We also achieved majority votes within atSpoke’s budget.

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Learn about atspoke's experience and why they continue to partner with Takt

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