IBM Analytics Comes to Phoenix - Watson Data & AI Use Cases and Portfolio Overview - PMsquare
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IBM Analytics Comes to Phoenix Watson Data & AI Use Cases and Portfolio Overview Doug Ayers NA Technical Sales, Watson Data & AI dsayers@us.ibm.com © 2019 IBM Corporation
Watson is the AI
Market Leader of business leaders
call AI a ”unique of consumers expect
business advantage” personalized, real time
responses at any time
call center transformation
of professionals pointed to AI as their most
important investment for the next year.
3
Industry Leadership
TM
Forrester Waves
Leader: Leader: Leader: Leader: Leader:
Watson Studio Watson Knowledge Catalog Cloud Private for Data Watson Assistant Watson Discovery
Predictive Analytics & Machine Learning Machine Learning Data Catalogs Enterprise Insights Platforms Conversational Computing Platforms AI Text Analysis Platforms
IBM IBM
IBM IBM IBM
IBM #1 in AI Market Industry Awards Reddot Design
Share Awards
Personnel Today Awards IDC Digital Transformation 2018 Gold Award Best implementation
2018 - Excellence in HR Award ANZ of AI in customer Service ECCCSA
through Technology
Marketing Week Masters - Customer
experience award
© 2019 IBM Corporation 4
IBM Watson AI differentiators
Open, multicloud by design
Manage all your data and AI assets, regardless of origin
AI lifecycle automation
Drive productivity within a unified, fully governed platform
Pre-built enterprise apps
Speed time-to-value with less skills required
Proven, prescriptive, trusted
Partner with the leader in applied enterprise AI
5
© 2019 IBM Corporation 55
5
Watson Data & AI Portfolio
Pattern 1: Watson Assistant for Customer & Employee Minimize Risk & Enhance Compliance
Self-Service • Compare & Comply
Pattern 2: Watson Assistant for Agent Assist Rapid Innovation with Watson APIs & Apps
• Watson Assistant • Language Translator
• Watson Discovery • Personality Insights
• Natural Language Classifier
Pattern 3: Watson Discovery for Expert Assist • Tone Analyzer
• Watson Discovery • Speech-to-Text
• Watson Knowledge Studio • Text-to-Speech
• Natural Language Understanding • Visual Recognition
Pattern 4: Build Business Confidence in AI with Watson
OpenScale
• Watson OpenScale
Pattern 5: Operationalize your AI
• Watson Studio
• Watson Machine Learning
• Knowledge Catalog
• Watson OpenScale
© 2019 IBM Corporation 6
Pattern 1: Watson Assistant for
Customer & Employee Self-Service
Pattern 2: Watson Assistant for Agent Assist
© 2019 IBM Corporation 7
Filament AI Chatbot for Deltic Nightclubs featuring IBM Watson
https://www.youtube.com/watch?v=E60K7T3-FT4
© 2019 IBM Corporation
25% would pay more for 64% of consumers expect real-
a better customer time responses at any time
experience, regardless
of product type
Call Center Research. Q2 Serves” http://www.thearticlebuzz.com/best-inbound-call-center-
services-bpo-services-provider/ , July 2017
62% of customers will consider
switching to a competitor after only
1-2 bad experiences.
Call Center Research. Q2 Serves” http://www.thearticlebuzz.com/best-inbound-call-center- Call Center Research. Salesforce: https://www.salesforce.com/blog/2017/07/customers-expectations-
services-bpo-services-provider/ , July 2017 in-age-of-the-customer.html, July 2017
9
9
© 2019 IBM Corporation
IBM AI for Company Pain Points Evolving customer Benefits
The customer care industry is demands Watson can increase customer satisfaction
Customer Care underperforming as it struggles to evolve in
Customer dissatisfaction is rising as
and decrease cost simultaneously. And at
the same time keep your agents happier
an increasingly digital world.
needs aren’t being met. and more empowered
IBM’s solutions for Customer Care 50% 73% 61%
brings together our best-of-breed AI
technology to help organizations create of customer calls go unresolved or of US consumers say “valuing their time” is of failed customer support calls
require escalation the most important thing a brand can do could have been solved with
a seamless and superior customer
experience. better access to data
With our technology SI’s can help USD $62B 70% 85%
organizations build an Assistant that
Estimated loss of sales in the US due of consumers will choose messaging over of all customer interactions will be handled
gives their customers a 'one stop shop', to poor customer service calling if given the choice without a human agent by 2020
to solve their problems, whether simple
or complex, as efficiently as possible.
30-45% 91% USD $8B
Virtual Assistants will save businesses more
average employee turnover at call of unsatisfied customers will not return for than USD 8 billion per year by 2022, a huge
centers, more than double the rate for a repeat purchase or service increase from the USD 20 million estimated
all industries combines for 2018
USD 4000+ 45% USD $1M
more to hire a call center service agent, of shopping carts are abandoned due potential annual savings for every
and an additional USD 4,800 or more to to lack of immediate support second shaved off the average
train them handling time per call
75% 1in3 29%
Of an agent’s time is devoted to agents millennials think virtual assistants provide Virtual Assistants will contribute to cutting
doing manual research, while valued better, more efficient tech support customer care costs by up to 29%
© 2018 IBM Corporation customer interaction is at a dismal 25%
10
© 2019 IBM Corporation
Future of 1 2 3
Lower Operating Cost Improved user experience New Revenue Streams
Customer Care
Increased efficiency of agents Informed and consistent customer service Cognitive product recommendations
Today’s digitally connected Automation through virtual agents (VA) Increasing first contact resolution with Advanced analytics helps identify which
consumers are demanding replaces repetitive labor and allows human contextually relevant answers that can products to upsell customers through
unprecedented levels of 24x7x365 agents to focus on more complex tasks either be custom-trained or pre-trained. virtual agents.
customer service. But most call centers that require expertise and creativity New channels of revenue
are slow to respond due to aging (escalate to live agents only if needed). 360-degree view of the customer Uncover retail opportunities both in store
technology and processes that rely
Virtual agent integration with multiple and online through cognitive kiosks, robots
solely on Interactive Voice Response
Increased call deflection rates data sources inside and outside the enterprise or mobile apps.
Systems (IVR) and human agents. As
provides a holistic Geo-location analytics
organizations look to digitally transform Virtual agent technology provides first
their business and retain customers, the call resolution decreasing the number of customer view. Advanced analytics consumes geographic
opportunity to modernize the contact routine calls escalated to CSR. data to make better decisions and offer
center has become a top priority. Meet the customer on their terms more customized recommendations.
Omnichannel system allows the Trend identification and correlation Make
Companies can bring impactful change to Omnichannel experience sense of data to create trend analysis to
customer to choose their preferred
contact centers by embracing Watson’s AI- New channels such as messaging, mobile channel and engage whenever deliver better offerings. Implement
powered virtual agents, integrated with chat and web chat will decrease reliance they want. proactive care processes to enhance
chat/messaging for seamless transfers to live on an IVR lowering operating costs and customer revenue generation through next best
agents—scaling operations frustration. Better anticipation of customer needs action.
and transforming customer care, while Advanced analytics and virtual
reducing costs and delighting users. agents allow for a more informed
Improved efficiency
and personalized conversation.
Advanced analytics helps to reduce errors,
Why AI driven customer increase execution speed and promote
continuous learning and improvement.
care? Why start today?
⎯ 270 billion calls to customer service per Lowest cost channel
year Being able to seamlessly transfer customer
⎯ Cut costs by 29% interactions between bots and human
⎯ 70% decrease in call resolution time agents keeps customers within the
lowest cost of service channels.
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© 2018 IBM
© 2019 IBM CorporationIBM AI for
Customer Care Customer Care Virtual Agent Customer Care Voice Agent
understands end user questions in helps you answer more customer calls faster
Solutions natural language and enables an by interacting with callers using natural
intuitive and human-friendly interface language to provide self-service over the
Improve customer service, for customers. phone.
increase satisfaction, and ⎯ Watson Assistant
reduce churn. Watson offers AI ⎯ Watson Assistant
⎯ Watson Discovery
solutions for customers and ⎯ Watson Speech to Text
⎯ Live Agent Handoff ⎯ Watson Text to Speech
agents across multiple
channels.
⎯ IBM’s Voice Agent
Agent Assist Agent Assist with
understands agents' questions in Discovery for Salesforce
natural language, enabling agents to delivers an AI powered search for
find answers to their questions with agents to resolve customer cases
AI powered search. quickly and efficiently from within their
Service Cloud console.
⎯ Watson Assistant
⎯ Watson Discovery ⎯ Watson Assistant
⎯ Watson Knowledge Studio ⎯ Watson Discovery
⎯ Watson Knowledge Studio
⎯ Salesforce Cloud
© 2018
© 2019 IBMIBM
Corporation
12Watson Assistant
Improve how end-users engage
Build once, deploy across Create natural language interactions to better
multiple platforms serve your end-users
Get started quickly with pre-built Create an omni-channel experience
content for better user engagement
Walk customers through business Leverage machine learning
processes like application forms or approaches to improve the
resetting a password conversational model
© 2019 IBM Corporation 1399% Connect
Improvements in customer response times for
Autodesk by implementing Watson
With IBM and Salesforce, you’ll have the capability
to seamlessly connect real-time insights found in
unstructured data to discovery within customer
data.
For more than 34 years, software giant
Autodesk sold its popular 3D design, 5–10 min
engineering and entertainment software
under perpetual desktop licensing
agreements. However, the way customers
10pt
wanted to buy and access products changed.
Recognizing that shifting to a subscription
business model requires real-time customer
service and support, Autodesk developed a Resolves cases in five to 10 minutes as opposed
60
to a day and a half. And the only reason it takes
virtual agent to interact with customers and five to 10 minutes is because that’s how long a
customer needs to type in or find specific Different use cases recognized to 10-point increase in customer
improve their experiences.
information, such as matching a serial number quickly resolve easy requests so that satisfaction levels because customers
to an entitlement or contract agents can focus on helping customer don’t have to wait as long to have their
with complex issues questions answered
100,000 14M 5.4 min
Learn more
Read the full case study
Supports 100,000 conversations per month, Analyzes a total of 14 million sentences for Drastically reduces resolutions time from Contact Us
easing the burden on call center staff keywords, entities, phrases, clusters, and 1.5 days to just 5.4 minutes for most https://www.ibm.com/watson/partnerships/
other speech and language patterns 15
inquiries
© 2018© 2019
IBM IBM Corporation
CorporationPattern 3: Watson Discovery for Expert Assist © 2019 IBM Corporation 16
Market Challenges
Unstructured
Time Constraints
Data Unstructured Data Specialized Knowledge
Analysis of unstructured
Many knowledge data
workers requires
spend as Analysis of unstructured data requires Querying against indexes can require
advanced natural
much as 80% language
of their time processing
on data advanced natural language processing specialized and detailed knowledge
across the complete set of documents
projects across the complete set of documents and have a significant learning curve
for new users
17
© 2019 IBM CorporationFrom Data to Insights with Less Effort
How do I change the registration of a vehicle
on a car insurance contract?
PDF WORD
Should I add insurance for the room where
my wedding reception will take place?
What proof is needed to terminate a housing
contract?
JSON In the event of an accident, does the
increased value come into play if the amount
of repairs is lower than the expert’s value?
Documents and Data Answers, Trends, Insights
IBM© 2019
Watson Discovery
IBM Corporation
18Use case: Make every employee your best
Watson
Knowledge
Studio
Powers NLP
Watson Natural Language
Discovery Understanding
© 2019 IBM Corporation 19Business Solution
Industry: Energy and Utilities
Woodside Energy is Australia's largest independent oil and gas
company. Some of its employees are based on off-shore
Woodside facilities for two-week deployments. Their jobs require
extreme precision, and conditions must be perfect before any
Energy Ltd. action can be taken. Working with Watson, Woodside Energy
built a customized tool that allowed its employees to find
detailed answers to highly specific questions—even on
remote oil and gas facilities.
• IBM Watson
Knowledge Studio
Business Benefits
• IBM Watson
Discovery • 38,000 Woodside documents were used to train
Company Description the solution — this would take a human over five
years to read
• IBM Watson Based in Perth, Australia, Woodside Energy Ltd. is an
Assistant oil and gas explorer, developer, producer and supplier
• 30 years of practical engineer experience at the
that produces liquefied natural gas in Northwest
Australia. Woodside’s exploration portfolio includes fingertips of all Woodside employees
• IBM Watson emerging and frontier provinces in Australia and in the
Explorer Asia-Pacific region, the Atlantic margins, Latin America • 75% decrease in time employees spend searching
and Sub-Saharan Africa. for expert knowledge
© 2019 IBM CorporationPattern 4: Build business confidence
in AI with Watson OpenScale
© 2019 IBM Corporation 21Business stakeholders do not trust AI
Without expensive Data Science resources handholding
60%
multiple AI models in a production application:
1. Very difficult to track and measure indicators of
of companies see regulatory constraints as a
business success in production
barrier to implementing AI.
– IBM IBV AI 2018 2. Impossible to teach subtle domain knowledge
into AI models in production
3. No way to validate if AI models will achieve
63% 4.
expected business outcomes
Risk violating regulatory and enterprise
cite availability of technical skills as a challenge to governance requirements
implementation.
- IBM IBV AI 2018
22
© 2019 IBM CorporationOpen Runs Where Data and Applications Reside with
the tools of your choice where your data resides
Watson OpenScale across public, private, & hybrid clouds
provides enterprises
Ease application integration through Model
visibility into how AI is Operations tools that simplify integration into
being built, used, and applications
performs – at the scale Ethical and fair outcomes through, bias detection,
mitigation
of their business.
Transparency into how AI is effecting business
outcomes through explain-ability & application
integration
Intelligence Built In Fully managed, continuously
evolving system
Intelligent – Scalable - Trusted
For IBM and Business Partner Use Only 23
© 2019 IBM CorporationPattern 5: Operationalize your AI © 2019 IBM Corporation 24
Operationalize AI
Watson Studio, Knowledge Catalog, WML and Watson OpenScale
Organize and Deploy Operate
Build
Govern data and run trusted AI
Watson Knowledge Watson Machine
Watson Studio Watson OpenScale
Catalog Learning
Data Profiling Data Exploration Model Deployment Business KPIs and production
metrics
Quality and Lineage Data Preparation Model Management Fairness & Explainability
Data Governance Model Development Retraining Inputs for Continuous Evolution
Organize Data Build AI Run AI Operate AI
for AI Data Scientist App Developer AI Ops
Data Engineer Consume AI
Business user
© 2019 IBM Corporation 25Watson Studio: Accelerating value from AI for Enterprises
Watson Studio accelerates the machine and deep learning workflows required to infuse AI into your
business to drive innovation. It provides a suite of tools for data scientists, application developers and
subject matter experts to collaboratively and easily work with data and use that data to build, train and
deploy models at scale.
AI Requires Teamwork
• AI is not magic
• AI is algorithms + data + team
© 2018 IBM Corporation
For IBM and Business Partner Use Only 26
© 2019 IBM CorporationWatson Machine Learning
Simplify deployment & management of ML models in production apps
Embed Machine Learning in your Business
Push analytics to Data Deploy & Manage Automate ML
ML close to data for faster and Manage models and versions Your models always learning
secure insights with a feedback loop
• Connect to remote Hadoop and Spark • Save models on a central repository with • Automate the retraining of models with
clusters to train ML models at scale version control built in feedback loop capabilities
• Portable models – deploy in the cloud, on • Automate the deployment of models in
• Move analytics to the data, access data from devices or on premise
Hadoop and combine it with RDBMS to products
• Import models trained somewhere else and • Automate the Hyperparameter Optimization
expand data access and optimize
performance. deploy in WML and Feature Engineering to rapidly train
• Transfer models to connected devices (e.g. models
• Simplify big data analysis for analysts and Core ML, Tensorflow Lite) • A/B testing of models and performance
business users. • Deployment flexibility: Shiny apps, scripts, Monitoring
DO and WEX models
Deployment options:
3
Fully Managed on IBM Cloud Local – Deploy it anywhere Private Cloud - Embedded in ICP4D
© 2019 IBM CorporationWatson Knowledge Catalog
Unlock tribal knowledge and unleash your knowledge workers
An intelligent asset catalog for a 360-degree view of your data and AI
Discover Catalog Activate
Intelligent discovery of data and A rich metadata index of all data Powerful governance tools to
AI assets with advanced and AI assets with social control and protect access to data
classification and profiling to collaboration and enhanced with visibility to data use
provide context findability
• Intelligent data classification and profiling • A business-friendly shopping portal for your • Business Glossary to define business terms
that determines what the data is and how it enterprise data and map them to technical assets
should be used • Integrated with other platform solutions to • Policy Engine to author, activate and
• Quickly build a 360 view of all assets and facilitate self-service analytics and AI enforce business policies and rules
provide them for AI and Analytics • Access controls and security • Governance and Insights dashboards to
• Crawlers to auto discover usage information • Seamlessly integrated for productive use with understand how data is used and how the
of data to understand how data is used data prep, movement, dashboarding, machine governance program is impacting it
learning, and data science
28
© 2019 IBM CorporationUse case: Minimize Risk & Compliance
29
© 2019 IBM Corporation 29Compare & Comply can answer …
30
© 2019 IBM Corporation 30
For IBM and Business Partner Use OnlyUse case: Rapid Innovation with
Watson APIs & Apps
© 2019 IBM Corporation 31Watson Visual Recognition
An image recognition
service that enables
users to quickly and
accurately tag, classify,
and train visual content
using machine learning.
© 2019 IBM Corporation 32Speech-to-Text
Speech Recognition engine that
combines information about grammar
and language structure with knowledge
of composition of audio signal to
transcribe customer care calls, meetings,
conference calls; voice control of apps &
devices.
© 2019 IBM Corporation 33Natural Language Classifier
Data is yours to classify
Customize Secure Scale
Create custom classifiers to sort Secure enterprise data with Classify social, support, legal,
data into categories the IBM Cloud email data at scale
© 2019 IBM Corporation 34Language Translator
What language barrier?
Hello
Access global markets with ease. Identify, translate, and
Bonjour
customize all in a secure environment.
こんにちは
안녕하세요
Hola
© 2019 IBM Corporation 35Watson IBM Cloud Private for Data - Current Offerings
• Compare & Comply on ICP4D • Watson Speech Analytics: Customer Care (Add-on) on
• Semantic extraction of contracts with Element Classification ICP4D
• Comparison API • Product extension includes:
• Table Understanding • Text to Speech
• OCR/scanned document intake • Text Analytics
• Topic Modeling
• Watson Assistant • PCI/PII Redaction
• Classification (intents) • Sentiment, Emotion & Tone Analytics
• Entities • Batch and Real-Time
• Dialog
• Watson Assistant Discovery Extension on ICP4D
• Languages: All Public Cloud Languages
• Document Conversion
• Watson Speech to Text Customer Care on ICP4D • Structured Query
• Speech Transcription • Keyword Enrichment
• Language/Acoustic Customization • Languages: English
• PCI Redaction
• IBM Watson OpenScale on ICP4D
• Language Support:
• U.S. English, Japanese, Korean out-of-the-box, with • Enterprise-grade build, run, manage continuous learning environment
customization • Languages: English
• Roadmap for other public/premium supported languages will
be defined later
36
© 2019 IBM CorporationWatson Pricing
Watson Assistant pricing: https://www.ibm.com/cloud/watson-assistant/pricing-2/
Watson Assistant pricing on IBM Cloud: https://console.bluemix.net/catalog/services/watson-
assistant
Watson Discovery pricing on IBM Cloud: https://console.bluemix.net/catalog/services/discovery
Watson OpenScale pricing on IBM Cloud: https://console.bluemix.net/catalog/services/watson-
openscale
© 2019 IBM Corporation 37For use under NDA only; Subject to change
References
Find the latest Watson information:
Partners and customers:
https://www.ibm.com/partnerworld/watson
BOOKMARK IT!!
©©2019
2019IBM
IBMCorporation
Corporation 3© 2019 IBM Corporation 39
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