Jouko PoutanenWatson Ambassador

IBM Watson

© 2015 International Business Machines Corporation

Hotel Concierge Powered by Watson

https://youtu.be/jC0I08qt5VU

IBM Watson represents a bold step into a new era of computing…

© 2015 International Business Machines Corporation 3…enabling new opportunities and outcomes

Brief History of IBM Watson

© 2015 International Business Machines Corporation 4

IBM Watson Combines Three Transformational Capabilities…

© 2015 International Business Machines Corporation 5

6

Advisors

Developer CloudSpecialties

Models

Content

Tooling

Assemble

Train

Deploy

Admin

Data Services IngestExtract AnnotateCurate

Design

Engagement Discovery

Decision Policy

Cross Industry Editions

Oncology Wealth Mgmt.

Intelligence Cooking

Target Industry Editions Powered by Watson Offerings

App Store

Healthcare

Financial Svc.

Travel...

Call Center

User Profiling

Research...Core Offerings Watson Analytics Watson Explorer

Industry Aligned Market Aligned

Visualize

Cognitive Services (APIs)

The same services are used by business partners, customers, and IBM Developers.

Watson Portfolio

© 2015 INTERNATIONAL BUSINESS MACHINES CORPORATION

Relationship

Extraction

Questions&

AnswersLanguag

eDetectio

n

Personality

Insights

Keyword Extraction

Image Link

ExtractionFeed

Detection

VisualRecognition

Concept Expansion

ConceptInsights

Dialog Sentiment

Analysis

Text to Speech

Tradeoff Analytic

s

Natural Languag

eClassifie

r

Author Extraction

Speech to

Text

Retrieve&

Rank

WatsonNews

LanguageTranslatio

n

EntityExtractio

n

Tone Analyzer

ConceptTagging

Taxonomy

TextExtraction

MessageResonanc

e

ImageTagging

FaceDetectio

n

Answer Generation

Usage Insights

Fusion Q&A

Video Augmentatio

n

Decision Optimizatio

n

Knowledge Graph

Risk Stratification

Policy Identificatio

n

Emotion Analysis

Decision Support

Criteria Classificatio

n

Knowledge Canvas

Easy Adaptatio

n

Knowledge Studio Service

Statistical Dialog

Q&A Qualificatio

n

Factoid Pipeline

CaseEvaluation

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The Waston that competed on Jeopardy! in 2011 comprised what is now a single API—Q&A—built on five underlying technologies.

Since then, Watson has grown to a family of 28 APIs.

By the end of 2016, there will be nearly 50 Watson APIs—with more added every year.

Natural Language Processing

Machine Learning

Question AnalysisFeature Engineering

Ontology Analysis

This Is the runtime architecture which showcases the components that are involved in the usage of a trained and deployed Cognitive Engagement System

Cognitive-Reference Architecture

IBM Architecture Center

https://developer.ibm.com/architecture/cognitive

Introduction ofConversation Service

IBM Confidential

Question Distribution

Watson Conversation

Retrieve and Rank

Unique Intents100s 100,000+

Freq

uenc

y of

Q

uest

ions

Long Tail

How do I get a Visa?

I need to visit Zimbabwe as a British citizen with a criminal record—can I do that?

Here Watson uses reasoning strategies that focus on identifying the most appropriate answer.

Here Watson uses reasoning strategies that focus on the language and context of the question.

Short Tail

IBM Watson Conversation Service

• Enables customers to self-serve on their terms

• Delivers information and services with a consistent, on-brand and engaging experience

• Reduces costs through deflection of calls to Contact Centers

Description Benefits• Enables Developers with

Business users to create natural, human-like conversational experiences across all channels (e.g. mobile, messaging, robots, etc.)

• Combines Intents, Entities and Dialog into a seamless experience

IBM Watson Retrieve & Rank Service

• If Conversation unable to identify answer, R&R uses enhanced information retrieval capabilities to provide possible responses.

• Allows Enterprise to have the ability to walk a user through a chat based process

Description Benefits• Helps users find relevant

information for a query by using a combination of search & machine learning algorithms to detect "signals" in the data.

• Ability for organizations to sync content between their Enterprise and the Cloud service

• Leverages state of the art Deep Learning techniques to derive intent

• Watson has read Wikipedia enabling it to understand language and concepts

• Learns over time based on usage

• Handcrafted rules unable to scale and do not benefit from data

Understand the Customer’s Intent

“”

I forgot my password...

How do I get a new password?

Can you reset my password?

My login isn’t working, please help…

Can’t login into your site…

Intent = Password Reset

How do I reset my password?

Someone has stolen my credit card.

Where is the nearest store?

I need to pay my outstanding invoice.

Can I pay my bills using my credit card?

Take Action: Responses Come in Different Forms

Question Answer

Guide the user through a set of steps

Transfer to human agent

Application launches map with directions

Bring user to pay bill screen

Bring back an answer

Dialog

Deflect

Map

App Nav.

Info. Retrieval

CheckOut– ProjectIntu

• http://www.ibm.com/watson/developercloud/project-intu.html