Watson Engagement Advisor
Watson Engagement Advisor
Humans excel at:
DILEMMAS
COMPASSION
DREAMING
ABSTRACTION
IMAGINATION
MORALS
GENERALIZATION
Cognitive Systems
excel at:
COMMON SENSE
NATURAL LANGUAGE
LOCATING KNOWLEDGEPATTERN
IDENTIFICATION
MACHINE LEARNING
ELIMINATE BIAS
ENDLESS CAPACITY
A new partnership between humans and technology.
By 2016, 89% of companies
expect to compete mostly on the
basis of customer experience
Customers are more demanding than ever before
Higher
Expectations
Less
Loyal
Design
Thinking
Social
Media Omni-channel
Expectations
Contact Centers are
struggling to cope
• High staff attrition rates
• Long average handle times
• Low First Contact Resolution
• Long waiting time for free agent
• Inconsistent Level 1 support
IVR is designed to minimize call volumes –
but:
• IVR menus are often unnecessarily
complex
• On average, 4 menus deep
• Customer experience is poor
• Visual IVR and Virtual Hold is only a short
term fix
Self-Service shouldn’t punish customers
In-Store Agent Call Center Agent Cognitive Agent
Your newest employee
Watson displays human-like characteristics
Can listen
Can understand
Can relate to you
Can empathize with you
Is resourceful
Increasing First Contact Resolution with Watson
From:
To:
SELF-SERVICE LEVEL 1 LIVE AGENTS
LEVEL 2 LIVE
AGENTSCOGNITIVE SELF-SERVICE
LEVEL 2 LIVE
AGENTS
- Watson offers better user experience
- Able to resolve calls through integrated actions
- Minimizes call deflections
- Limited self-service options
- Unable to resolve issues
- Customers seek to be passed to live agents
- L1 agents often need to deflect to L2
• Allows a natural language
interaction with the customer
• Q&A, Chit-chat etc.
• Walks customers through
business processes
• E.g. Application forms,
password resets
• Detects emotional states
• Responds in appropriate
ways
• Cross-platform mobile and
web experience
• New channels supported
• Partnerships with leading
robotics manufacturers
• Robot SDK available
• Advanced Machine Learning
capabilities
State of the Art Virtual Assistant Capability Market Leading Platform
Watson Engagement Advisor
Consumers can ask
questions & get answers –
at any time of day
Common business
processes can be
simplified and automated
Watson is available on
more than mobile devices
An automated solution for customer engagement
Training Watson to understand natural language
1 32Most of the time, customers
ask the same things e.g.
their intent is the same
The way that customers ask
the same question can be
infinitely variable
Watson has read nearly 300
million words to better
understand these question
variations
Frequency
of Questions
Unique Intents
100s 100,000+
Short Tail Long Tail
Question distribution
1The number of regularly
recurring intents (the
short-tail) is relatively low
2More obscure questions
fall into the “long-tail”
3These questions can be
answered by a Watson
add-on solution…
4… or passed to a live
agent, dramatically
lowering call deflections
Intents
• Typically end user
questions
• This Teaches Watson
how your users converse
with the system
Entities
• What is important for
Watson to pick out of a
conversation
Train Dialog
• Build Personality
• Chit Chat
Business Processes
• Transactions you want
Watson to help
Query the Watson with Test
set and test users
• This helps ensure Watson
understand your business
• Beta Testing Watson with
users helps you improve
quality of Watsons
understanding
Embed Watson into your
application
• Embed Watson to your
mobile app
• Website
• Any Channel
Extract the responses
from your application log
files
• Review responses
• Modify the Ground
Truth data by adding
additional keys and/or
phrases
Teaching Watson Validation Embed into App Improve Watson
Training Watson
Entity
Extraction
Tone
Analysis
Context
Analysis
Knowledg
e
Expansion
Intent
Extraction
Core concepts
Entity
Extraction
Tone
Analysis
Context
Analysis
Knowledg
e
Expansion
Intent
Extraction
Something’s come up
and I really need to get
back tonight
Intent = Change FlightIntent
I see you’re currently
booked on F142 to
JFK from LAS
tomorrow evening.
Do you want to
change this flight?
Something’s come up
and I really need to
get back tonight
Entity
Extraction
Tone
Analysis
Context
Analysis
Knowledg
e
Expansion
Intent
Extraction
I see you’re currently
booked on F142 to
JFK from LAS
tomorrow evening.
Do you want to
change this flight?
Are you still leaving
from Las Vegas?
Yes that’s right
Yes, but I need to get
to Newark nowYes, but I need to get
to Newark now
Entity
Yes that’s right
Yes please, that’d be
great
There is a $200
change fee. Shall I
charge that fee to your
Amex card ending
1007?
There is one seat on
F133 at 19:30. Would
you like me to change
your reservation?
There is one seat on
F133 at 19:30. Would
you like me to change
your reservation?
Business Process
Entity
Extraction
Tone
Analysis
Context
Analysis
Knowledg
e
Expansion
Intent
Extraction
There is a $200
change fee. Shall I
charge that fee to your
Amex card ending
1007?Really? I fly with you
all the time! Can’t you
do anything about
that?
Really? I fly with you
all the time! Can’t you
do anything about
that?
Let me see what I
can do. I see that
you’re a Platinum
card holder so let me
waive that fee for
you.
Oh thanks, I
appreciate that
You’re welcome.
You’re now confirmed
on F133.
AngerTone
Joy
Entity
Extraction
Tone
Analysis
Context
Analysis
Knowledg
e
Expansion
Intent
Extraction
Seat: 31C Flight: F133
Oh, I forgot to ask. Is
this a business class
seat?
You’re welcome.
You’re now confirmed
on F133.
Oh, I forgot to ask. Is
this a business class
seat?
Context
No, I’m afraid not. A
business class seat
is not available. Is
there anything else I
can help you with?
Entity
Extraction
Tone
Analysis
Context
Analysis
Knowledg
e
Expansion
Intent
Extraction
Actually yes. I’m
travelling with a guitar
and I really don’t want
to check it. Can I take
it as carry-on?Answer Found in
Documentation
No, I’m afraid not. A
business class seat
is not available. Is
there anything else I
can help you with?
Actually yes. I’m
travelling with a guitar
and I really don’t want
to check it. Can I take
it as carry-on?
What Instruments Can I Carry On?
Guitars and other smaller musical
instruments, such as violins, will be
accepted as your free carry-on baggage
item on our flights.
These items must easily fit in the
overhead bin or other approved storage
location in the cabin, based on available
space at the time of boarding.
Musical instruments may be gate claimed
at the discretion of the passenger and as
a result of limited overhead space.
What Instruments Might Need Their Own
Here’s what I’ve
found:
Knowledge Expansion
ImproveCustomer Satisfaction &
Trust
ReduceOperating Cost
IncreaseOpportunities To Sell
MinimizeCustomers At Risk
A 1% improvement in
FCR = 1% improvement
in customer satisfaction
On average it takes
1.4 calls to resolve a
customer problem
When a customer call is
resolved the customer
cross-selling acceptance
rate is increased by 20%
If the customer’s inquiry or
problem is resolved in the
first call, only 1% of those
customers are at risk to go to
your competitors
Watson can both reduce contact center costs &
increase customer satisfaction
Watson at work
Major
Insurance
Company
Deakin
Universit
y
Major Software
Company
International
Hotel Chain
• Helping major
insurer to deflect
calls
• Improving
customer
experience
• Helping students
to get advice
• Freeing advisors
to do higher
value work
• Helping
customers self-
serve
• Walking them
through common
issues and
problems
• Creating a new
guest experience
• Improving loyalty
and advocacy
29
Cognitive systems combine data, information and expertise.
Organized Data Watson APIs
Enable new kinds of engagement
Create better products
Improve your processes and operations
Leverage expertise
Enable new business models
Retrieve and Rank
30
Message Resonance
Concept Expansion
Face Detection
Natural Language Classifier
Speech to Text
Text to Speech
Language Translation
Language Detection
Sentiment Analysis
Dialog
Retrieve and Rank
Image Link Extraction
Tradeoff Analytics
Entity Extraction
Tone Analyzer
Personality Insights
Taxonomy
Author Extraction
Concept Tagging
Relationship Extraction
Concept Insights
Relationship Extraction
Question & Answer
Feed Detection
Keyword Extraction
Visual Recognition
Image Tagging
Text Extraction
Watson’s APIs are the cognitive
building blocks that harness our data.
Natural Language
Classifier
Tone Analyzer
The Watson platform is growing