IBM Watson Overview

Welcome to Watson2017

January 2017Mike Pointer, Watson Sr. Solution Architect

A COGNITIVE BUSINESS HAS SYSTEMS THAT CAN ENHANCE DIGITAL INTELLIGENCE EXPONENTIALLY.

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REASON

They can reason, grasp underlying concepts, form hypotheses, and infer and extract ideas.

UNDERSTAND

Cognitive systems understand imagery, language and other unstructured data like humans do.

LEARN

With each data point, interaction and outcome, they develop and sharpen expertise, so they never stop learning.

INTERACT

With abilities to see, talk and hear, cognitive systems interact with humans in a natural way.

IBM WATSON CAPABILITIES

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Watson Microservices

Language Services

Speech Services

Vision Services

Data Services

Embodied Cognition

Watson Knowledge Studio

25+ Services

Discovery

25+ WATSON MICROSERVICES

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Language ServicesAlchemyLanguageConversationDocument ConversionLanguage TranslatorNatural Language ClassifierPersonality InsightsRetrieve and RankTone AnalyzerEntity ExtractionSentiment AnalysisEmotion AnalysisKeyword ExtractionConcept TaggingRelation ExtractionTaxonomy ClassificationAuthor Extraction

Language DetectionText ExtractionMicroformats ParsingFeed DetectionLinked Data SupportSpeech ServicesSpeech to TextText to SpeechVision ServicesVisual RecognitionSimilarity SearchData Insight ServicesAlchemyData NewsDiscoveryTradeoff AnalyticsEmbodied Cognition ServicesIntu

Watsons APIs are the cognitive building blocks that harness our data.

Vision Recognition

Conversation

Key Watson Offerings

Watson Developer CloudWatson Virtual AgentWatson Conversation ServiceWatson Discovery ServiceWatson Knowledge Studio

Watson Developer Cloud3 models

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LEVEL SET - IBM WATSON DEVELOPER CLOUD WILL BE DEPLOYABLE IN 3 MODELS:

Shared is a cloud deployment of WDC deployed on BluemixShared. It offers a solid data security in a multi-tenant environment and encryption of data in transit and at rest.

Premium is a single-tenant virtual environment deployment of WDC deployed on Bluemix Shared. This adds isolated compute in addition security features of Shared.

Dedicated is a private cloud deployment of WDC built on top of Bluemix Dedicated. The Dedicated deployment addresses data security and regulatory compliance requirements by offering hardware isolation and data encryption, hosted in a SoftLayer data center.

Select Services Available July

1st; others 2H16

Available Today

GA 1Q17 (with a few early

customers in 2016)

https://console.ng.bluemix.net/docs/dedicated/index.html

Watson for engagementWatson Conversation ServiceWatson Virtual Agent

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Watson as the Center of Customer Engagement

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Create an omni-channel experience for better user engagement

Flexible, cost-effective solutions for building chat bots and virtual agents

Detect emotional states* and responds in appropriate ways

Build from the ground up or buy pre-built capabilities

Build once, deploy across multiple platforms

*Leveraging Watson Tone Analyzer

Create natural language interactions with your end-users, including Q&A and

onboarding

Advanced Machine Learning capabilities

Walk customers through business processes like application forms or

resetting a password

End-to-End Perspective

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A New Partnership With Watson

Watson Conversation Service

Watson Virtual Agent

Choose the Solution that Best Meets Your Needs

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Build Your Own

Watson Conversation Service

Buy Pre-Built


API for Developers or Technical LOB that want to BUILD a chat bot or virtual agent from the ground up

Create conversational experiences across any channel (e.g. mobile, messaging, robots etc.)

Integrated dialog builder allows subject matter experts the ability to easily construct dialog flows for chat bots and virtual agents

To jumpstart conversational app development, IBM offers an array of software development kits, code examples, and simplified tooling created for developers, by developers.

SaaS solution for Business Users that allow you to quickly CONFIGURE virtual agents, using pre-built content, without needing specific technical skills

Bot Configurator

Cross-industry, trained on customer service content

Rich, real-time engagement analytics

Streamlined publishing process and integration with systems of record

Or, Use a Combination of the Two

Both Watson Conversation and Watson Virtual Agent Offer

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Greater client control over how data is used ability to keep proprietary data private

Cloud delivery for continuous development cycle for ongoing feature enhancements so customers are always on the latest version

Fast time-to-value; start for free

Enterprise ready, Premium Plans that offer single tenancy, data isolation, PII support, SLAs, end-to-end encryption

Multi-lingual capabilities (Watson Conversation Service now, Watson Virtual Agent 2017)

Analytics across multiple areas - trend analysis, engagement levels, improving system performance, activity in production systems

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Watson Conversation ServiceAn API for Developers or Technical LOB that want to BUILD a chat bot or virtual agent from the ground up.

Create conversational experiences across any channel (e.g. mobile, messaging, IoT, etc.)

Integrated dialog builder allows subject matter experts the ability to easily construct dialog flows for chat bots and virtual agents

Combines intents, entities and dialog into aseamless experience

Includes: Code samples Software Development Kits (SDKs) Access to a broad set of platform services that

can augment conversational use cases (e.g. Speech, Empathy)

Enterprise support with the Premium Plan (e.g. data isolation, e2e encryption, PII support)

Question Distribution

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Watson Conversation

Unique Intents100s 100,000+

Freq

uenc

y of

Que

stio

ns

Long Tail

Turn on my headlights.

My exhaust is making a rattling sound, how do I troubleshoot the problem?

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

Short Tail

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

Watson Virtual AgentCognitive Customer Engagement Platform

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A cognitive, self-service digital assistant for customer service

SaaS offering for continuous delivery of features and content enhancements

Engage with customers via a configurable chat/messaging interface

Handles inquiries based on personalized input and context


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Includes Pre-built Content Out-of-the-box: Pre-Trained Natural Language Understanding for

Customer Self-Service Simple, Complete Dialog flows

Tooling Included: Engagement Metrics Dashboard Usage & Activity Trends Transaction Success Rate Bot Configurator Tailor Dialog & Create Related Intents, Entities Integration with enterprise systems, Reference UX


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Benefits Delivers omni-channel experience to your end-users through the channel they choose

Enables increased first-contact resolution higher level end-user satisfaction

Absorb deflected contacts from higher cost channels

Lessens the burden for live agents, resulting in cost savings

Decreased agent-agent transfers

Increased revenue through re-tasking human reps

Sheds light on key customer issues and themes

Increases in end-user lifetime value, Net Promoter Scores

Watson Virtual AgentContent Class Structure/Intents Complete Map (as of end - Oct 2016)

21 * Notes existing workflow for intent

Account Management Service Management

Off TopicDevice Management

Order Management

Sales

Billing

Help

Information

Complaints

Payment

Online Account Access

Customer ProfileAccount Number InquiryBilling Address InquiryEmail ChangeUpdate/Change Address*Update/Change Contact Phone*Name ChangeAuthorized UserProfile PasswordProfile Security QuestionsPrivilegesUpgrade Eligibility Timing Upgrade Eligibility StatusClose/Cancel Account

Balance InquiryCredit StatusBill ExplanationOne Time ChargeRecurring ChargesBilling CycleBill CopyOnline StatementsPaper StatementsDisputeRequest AdjustmentPayment Reminders

Swap DeviceActivation

About UsJobsContact UsFind Nearest Store*Store LocationStore HoursStore Phone NumberStore ProductsStore ServicesMake Store AppointmentChange Store Appointment

TroubleshootingNetwork

Create Product OrderModify Product OrderGet Product StatusCancel Product Order

Make a Payment*RechargeMethod of Payment InquiryPayment LocationsMethod of Payment UpdatePayment Due DateLate FeesPayment Arrangement Recurring Payment AutopayInstallmentsDefer PaymentPayment Due Date ChangeResearch PaymentPayment HistoryVerify PaymentMissing Misapplied PaymentRefund Payment

Port inReturn Device

Price Plan InquiryPrice Plan ChangeCoverage Area InquiryInternational Rate Plan InquiryRoaming InquiryAdd Service FeaturesActive RoamingActivate Prepaid PlanRemove Service FeaturesDe-activate RoamingDe-activate Prepaid PlanNetwork UnlockAdd InsuranceChange Mobile Phone Number

GreetingsHelpConnect to AgentEnding

one perfectly informed decision at

a time

Profitable, billion-dollaroil drilling

Watson technology culls through 30 years of Woodsides documented knowledge.

Engineers augment their expertise with a virtual advisor, Lesson Learned.

Each outcome is addedto collective knowledge, informing future decisions.

G R O W K N O W L E D G E F R O M D A T A E N H A N C E E X P E R T I S E L E A R N A N D A D A P T

The Cognitive Business Narrative / 05.18.2016

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Student advice is powered 24/7/365 by IBM Watson

Simple ConversationSample

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Business ChallengeTo provide anywhere, anytime service, Staples sought to remove the friction of ordering from its stores and websites and instead use its Easy Button to become part of the customers daily routine.

TransformationUsing IBM Watson APIs, the company transformed its Easy Button into a cognitive ordering ecosystem that customers can use to order supplies from a variety of devices using voice, text or email.

ResultsHigher Order FrequencyExpected by embedding the ordering process into office managers work routine

Increased Order SizesAnticipated by enabling customers to order using voice, text and email across a variety of devices

Improved Service ScoresPredicted by facilitating anywhere, anytime service across channels

Solution Components IBM Bluemix IBM Watson

Developer Cloud AlchemyLanguage Conversation Retrieve and Rank Speech to Text Text to Speech Tone Analyzer

http://ecc.ibm.com/case-study/us-en/ECCF-WUC12550USEN

http://ecc.ibm.com/case-study/us-en/ECCF-WUC12550USEN

Royal Bank of Scotland Engages IBM Watson for Cognitive Insights to Better Serve Customers

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New York and Edinburgh - 06 October 2016IBM (NYSE: IBM) and Royal Bank of Scotland today announced the first pilot with customers of Luvo a cognitive chat bot that allows people to interact with an AI-powered platform. Luvo leverages IBM Watson Conversation, a cloud-based cognitive service, to enhance the customer service experience. https://ibm.biz/BdrWdq

Luvo frees advisors from spending time on simple, easily-addressed queries so they can help customers with more complex issues and questions.

Jane Howard, Head of Personal Banking, NatWest and Royal Bank of Scotland

http://www.ibm.com/investorhttps://www.ibm.com/watson/developercloud/conversation.htmlhttps://ibm.biz/BdrWdq

Watson Discovery

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Watson Discovery 28

Watson Discovery Service

A powerful set of APIs built to help developers findvalue in your data, fast.

Watson Discovery 29*https://www.nytimes.com/2014/08/18/technology/for-big-data-scientists-hurdle-to-insights-is-janitor-work.html?_r=0

Many data scientists spend as much as 80 percent* of their time on so-called data janitor work collecting, cleaning and organizing data sets.

Developers face numerous barriers that slow them down when building applications to leverage unstructured data:

Massive amounts of diverse and dispersed unstructured content

NLP APIs are difficult to integrate

Analysis requires complex queries and manual filtering.

Watson Discovery packages cognitive technologies together in an easy-to-use end-to-end system to focus on specific business problems.

It simplifies the infrastructure, scale and algorithm challenges associated with enriching and analyzing large data sets.

Watson Discovery 30

With Watson Discovery, go from data to insights rapidly and with less effort

Confidential until 12-15-2016

Questions

??

What are the top terms mentioned by customers in support interactions

How do I setup a new connection for a customer with a locked accounts

How many times was my campaign mentioned over the last 30 days

Documents/Data

Apply cognitive enrichments to your data and extract insights using a powerful and flexible query language in real time

31Watson DiscoveryConfidential Until 12-15-2016

Automated Data IngestionAutomate ingestion using the APIs, web upload, or data crawler, and feed through Document Conversion to deal with multiple files types.

Integrated EnrichmentRapidly setup advanced Natural Language Processing steps and custom models to extract entities, relations, keywords, sentiment, etc.

Diverse Content SourcesCreate one-of-a-kind applications that leverage data from the pre-enriched news sources and private content from across the enterprise.

Simplified Query LanguagePerform multiple query types including Boolean, filter, and aggregation queries to discover patterns, trends, and answers.

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Watson Discovery Service

Solution for answering questions that require existing documents as a source of answers

Combines the next generation of Document Conversion, Retrieve and Rank, Alchemy Language and AlchemyData News into a single service

Built to scale for large data sets

Integrates other Watson cognitive APIs and services for natural language understanding

Flexibility of data types and sources

Access via REST API endpoints and UI tooling

Watson Discovery

Watson Discovery Service extends functionality to allow for cognitive search and content analytics capabilities to be combined into new and existing applications.

AlchemyLanguage

AlchemyDataNews

Retrieve and Rank

DocumentConversion

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The Automated Data Pipeline

Discovery Service lets you build an automated data pipeline once, and then add it to existing solutions


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2016 IBM Corporation

IBM Watson Knowledge Studio


Watson Explorer AlchemyLanguage on WDC

End-to-end system that enables developers and subject matters experts to teach Watson the linguistic nuances of industries and knowledge domains.

Create, reuse & share custom text annotators built with WKS can be leveraged with Watson and, in future, other IBM offerings!

Available on IBM Cloud Marketplace

Analytics Exchange (Beta)

Target Users

Deploy

Reuse/ShareSME DEV


Understanding information extraction

John Smith works for IBM. He has been in Big Blue for 20 years.

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employedBy employedBy

John Smith IBM Corp

Information extraction is the method of distilling structured data from unstructured data.

Source: MarketandMarkets NLP Markets by Technologies 2015


Various approaches for information extraction

Source: Rule-based Information Extraction is Dead! Long Live Rule-based Information Extraction Systems! - Chiticariu, Li, Reiss; Market&Markets: NLP Markets by Technologies 2015

Rules-Based

Uses rules to perform natural language analysis

Easy to get started with small corpus

Easy to trace and debug Requires humans to

program rules with significant learning curve

Difficult to maintain as the complexity grows

Machine Learning

Uses inferences and statistical models to perform natural language analysis

Taught by examples without the need to write code

Better approach where large volume of growing data is involved

Somewhat opaque to the developer and can be more difficult to debug

Requires creating ground truth

Hybrid

Combination of both rule-based and ML approaches

Easy to get started with RB and scale over time using ML

Use rules to accelerate training and improve precision of ML models

Requires a solution to integrate both approaches

Watson Explorer Content Analytics Studio



Trai

ned

Usin

g


Key Features Intuitive

Keep track of performance statistics such as precision and recall for annotator components

Import dictionaries and pre-annotated documents to accelerate the training process

Collaborative Work with other subject matter experts to teach Watson

the linguistic nuances of an industry domain Leverage knowledge artifacts on IBM Analytics

Exchange (Beta) to expedite the model training process Cost Effective

Iteratively improve performance over time of annotator components

Ability to deploy text annotators directly to Watson Explorer and the Watson Developer Cloud


WEX + WKS: All enterprise text analytics needs addressed in an integrated solution!

Native integration Machine learning runtime embedded in WEX

Only offering with support for running ML annotators on-prem

First and only offering to use a hybrid approach with custom rules and custom ML annotators

Customer can use existing WEX-CA Studio annotators to bootstrap the machine learning training process

Machine learning supported on both foundational and analytical components

Supports real time NLP use case Limitation Machine learning annotators are

supported on Red Hat Enterprise Linux only


WKS + AlchemyLanguage: Custom Real-time NLP on cloud!

Deploy models directly from WKS to AlchemyLanguage on Bluemix

Fully-customizable machine learning based runtime for real-time NLP use cases

Cloud-based pay-go model Ideal for business partners looking to build

custom text analytics solutions on cloud Lower cost of entry Note: Requires Advanced package of

AlchemyLanguage on Watson Developer Cloud (available June 2016)


IBM Watson Knowledge Studio makes deployment of custom cognitive applications faster than ever before.

Intuitive Collaborative Cost Effective

Use a guided experience to teach Watson

nuances of natural language without writing a

single line of code

SMEs work together to

infuse domain knowledge in

cognitive applications

Create and deploy domain knowledge infused annotators

faster than ever before using an

integrated development environment

Thank [email protected]

January 2017

Backup Slides

January 2017

WATSON KNOWLEDGE STUDIO VISION


Watson Explorer Relationship Extraction Service on WDC

Use Watson Knowledge Studio to teach Watson the nuances of industries and knowledge domains enabling rapid customization of cognitive applications.

Watson Offerings

Create, reuse & share knowledge artifacts built with WKS that can be leveraged with Watson and, in future, other IBM offerings!

WKS Shared Repository

Target Users Subject Matter Experts Business Partners Application Developers Data Scientists

Watson & Analytics

January 2017

Cognitive Trends

Cognitive and analytics:The engine that drives cognitive transformation for clients in every industry and domain

We harness data in all its forms, including: External and internal Structured and unstructured Image, voice, literature,

weather, social, news, events and the Internet of Things

We help clients understand the hidden value within that data through cognitive, and deliver technological innovations in: Analytics Natural language processing Artificial intelligence Machine learning

We insert prescriptive actions at the point of action in order to gain competitive advantage, outthink the competition and become a cognitive enterprise: In business processes Across platforms

Unstructured Data

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Structured Data

AnalyticsCommerce

IoT ..

0

2

4

6

A B C D

WORKING WITH WATSON

Data Source Runtime Human Interface

Internet

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Clie

nt F

irew

all IBM

Firewall

CRM

Predictive

Core Data

Analytics Models & Other Systems

Enterprise Bus Services(Service Catalog) S1

Orchestration Engine

IBM CloudON PREMISES

Web

applicationwww.ClientWebsite.com

VA UI Widget

Proxy Server

VIRTUAL ASSISTAN

T(IN

TEGRATED)Watson Center of Competency

Use

rs

CustomersPrivileged Users, Download Logs Admin

API Developers

WatsonArchitects

TLS Bi Directional

SSL

with

Bas

ic A

uthe

ntic

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n


Watson Micro-services

R&R TTS STT PI

Auth provider

Warm Handover to Real Agent

Smartphone TabletOnline

LETS LOOK AT AN EXAMPLE

John Smith works for IBM. He has been in Big Blue for 20 years.

PERSON PERSONORG ORG

employedBy employedBy

John Smith IBM Corp

HOW WKS WILL WORK WITH WEX?

Import documents pre-annotated using rule-based annotators in WKS to bootstrap the ML annotator

Deploy directly to Watson Explorer

Use with both Content Mining and Search use cases

WKS models supported by both WEX EE and AE

Watson ExplorerContent Analytics Studio

Rule-Based Annotator

IBM Watson Knowledge Studio

ML Annotator

Create

PreAnnotation

Import

Training Data Import Train

Deploy

Deploy

Slide Number 1Slide Number 2Slide Number 3A cognitive business has systems that can enhance digital intelligence exponentially.IBM Watson Capabilities 25+ Watson MicroservicesSlide Number 7Watson Developer CloudLevel Set - IBM Watson Developer Cloud will be deployable in 3 models:Watson for engagementWatson as the Center of Customer EngagementSlide Number 12Slide Number 13Choose the Solution that Best Meets Your NeedsBoth Watson Conversation and Watson Virtual Agent OfferSlide Number 16Question DistributionWatson Virtual AgentCognitive Customer Engagement PlatformWatson Virtual AgentCognitive Customer Engagement PlatformWatson Virtual AgentCognitive Customer Engagement PlatformWatson Virtual AgentContent Class Structure/Intents Complete Map (as of end - Oct 2016)Slide Number 22Slide Number 23Simple ConversationSampleSlide Number 25Royal Bank of Scotland Engages IBM Watson for Cognitive Insights to Better Serve CustomersWatson DiscoveryWatson Discovery ServiceSlide Number 29Slide Number 30Apply cognitive enrichments to your data and extract insights using a powerful and flexible query language in real timeSlide Number 32The Automated Data PipelineWatson Knowledge StudioIBM Watson Knowledge StudioUnderstanding information extractionVarious approaches for information extractionKey FeaturesWEX + WKS: All enterprise text analytics needs addressed in an integrated solution!WKS + AlchemyLanguage: Custom Real-time NLP on cloud!IBM Watson Knowledge Studio makes deployment of custom cognitive applications faster than ever before. Slide Number 42Slide Number 43Watson Knowledge Studio VisionSlide Number 45Cognitive TrendsWorking with WatsonSlide Number 48Lets look at an exampleHow WKS will work with WEX?

Education

IBM Watson Overview