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1June 1, 2017
Cognitive Computing and Conversational Agents
Rob High, Jr.IBM Fellow, Vice President
Chief Technology Officer
IBM Watson
2June 1, 2017
Memex: Vannevar Bush, “As We May Think”, The Atlantic Monthly, 1945
• A device for people to
compress and store all
of their books, records,
and communications,
mechanized to provide
rapid recall, access
and cross document
linkages…
3June 1, 2017
1970
“In from 3 to 8 years we will have a machine with the general intelligence of
an average human being” – Marvin Minsky
1977
“There is no reason anyone would want a computer in their home” – Ken
Olson, Chairman DEC
4June 1, 2017
DeepQA: Incremental Progress in Answering Precision on the
Jeopardy Challenge: 6/2007-11/2010
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Pre
cis
ion
% Answered
Baseline 12/06
v0.1 12/07
v0.3 08/08
v0.5 05/09
v0.6 10/09
v0.8 11/10
v0.4 12/08
v0.2 05/08
V0.7 04/10
IBM Watson
Playing in the Winners Cloud
5June 1, 2017
With Precision, Accurate Confidence and Speed, the rest was History
6June 1, 2017
Why are Cognitive Systems Important to Modern Life?
Digital information growth is exponential
Understand the intention of human expression
Act as a research assistant to pinpoint relevant information
Amplify human abilities to scale the democratization of expertise
2.5 Exabytes of data produced every day
This is where we
were in 2016
This is where we
will be in 2020
7June 1, 2017
“ a”By 2018 half of all consumers will regularly
interact with services based on cognitive
- IDC FutureScape
8June 1, 2017
Cognitive systems amplify human cognition
9June 1, 2017
What is Cognitive Computing?
• Cognitive systems understand human expressions – textual, verbal, visual
• By reasoning about the actual intention or problem being addressed
• They learn how to recognize patterns of meaning through examples and feedback
• And they interact with humans on their own terms, and in a way that inspires people.
… and do so at enormous scale.
10June 1, 2017
Some common concepts
Analytic Systems use statistical techniques for detecting
patterns within data
• Yield an understanding of historical or current state from which to draw
conclusions
• Can be used recognize trends, or predict unknown information
Natural Language Processing (NLP) is a core function
for parsing and identifying significant words in language
• Uses Annotators to identify significant words
• Increasingly used to extract Entities and Relationships into Knowledge Graphs
• Often rule-based, but a growing focus on statistical techniques
Machine Learning is a class of statistical techniques
that use training data to recognize the correlation
between a set of feature patterns and outcomes
• Enables the prediction of other similar outcomes given a similar pattern of feature
values
• Often associated with the problem of identifying the weak signals in the noise that
indicate meaningful patterns
Cognitive Systems leverage machine learning to predict
meaning in features of human language (spoken,
written, visual) and related forms of human reasoning
• Reasoning strategies often employ high-dimensional feature spaces
• A lot of work goes in to identifying and refining appropriate features
Deep Learning is a rapidly maturing space, based on
neural network techniques, that are taught to find their
own features
• Generally very high dimensional, fed with an arbitrarily high number of primitive
signals and left to sort itself out through training data and reinforcement
Cognitive Solutions leverage a combination of cognitive
system reasoning strategies and other analytic and
classical computing techniques to solve for a problem
• Learn from training data and experience; Interact to the human condition;
Transparent about their rational and confidence; Evolve to improve – Amplify
Human Cognition
11June 1, 2017
The Watson Cognitive Computing Evolution
• 2011: Jeopardy … introduced a Factoid Pipeline for use with general domain knowledge
• 2012:
– Watson Discovery Advisor … leverages the Factoid Pipeline around specific domains to ‘help find the questions you’re not thinking to ask‘
– Healthcare … Utilization Management, Oncology Treatment Advisor, Clinical Trial Manager
• 2013: Watson Engagement Advisor … Introduced a Passage and then FAQ pipeline
• 2014:
– Expanded Watson Discover Advisor … added knowledge extraction and graph visualization
– Introduced Watson Explorer … combined with Watson Content Analytics
– Watson Ecosystem … made the (WEA) Passage and FAQ pipeline available as a service
• 2015: Watson Developer Cloud … dramatically expanded the range of services designed to interpret the human condition,
and made them available on Bluemix
• 2016: Enhancing Human Engagement … focusing on conversational agents, with emotion detection and expression
• 2017: Developer experiences … Cloud-native scaling and developer efficiency
12June 1, 2017
Watson Reference Model
13June 1, 2017
Watson is available as a set of services delivered as APIs in the Cloud
Higher Reasoning Skills
• Conversation
• Discovery
Higher
Reasoning
Skills
ibm.com/bluemix
Can be combined with the 100s of other available services on Bluemix
14June 1, 2017
Conversation
• Add a natural language interfaceto your application to automate interactions with your end users.
• Common applications include virtual agents and chat bots that can integrate and communicate on any messaging platform.
• Model is trained on user-defined intents, entities and dialogs.
• Expanded to recognize the emotion of the user and to respond accordingly.
15June 1, 2017
A cognitive chat-bot is a conversation
A conversation should:
• Engage the user
• Focus on the user’s broader concern
• Build on an idea
• Leave the user inspired and satisfied
16June 1, 2017
A cognitive conversation can occur through many different
channels• Mobile Apps, Web Applications
and IVR telephone calls
• Messaging Platforms
– Facebook/M, Twitter, Twillio, Slack,
etc.
• Personal Assistance Devices
– Amazon Echo, Google Home, Siri,
etc.
• Even, in a collaboration multiple
people in a conference room
Bot APIs
Watson Bot
Framework
Proprietary APIs
e.g. Reserve Table
Business Lo gic
Watson Conversation
Now, imagine you’re in …
18June 1, 2017
Now, imagine you’re in …
19June 1, 2017
Watson Virtual Agent
• WVA is a collection of 105 common, pre-built Conversations
– Account Management– Billing– Device Management– Help / Information– Complaints– Order Management– Payment– Sales– Service Management
• Just configure, add your App, and Go!
20June 1, 2017
Discovery Service
• Entry point into deep reasoning over literary and structured resources
– Entities
– News
– Sentiment
– Time-sequenced
– Co-mentions and Trends
– Related concepts
• Over 300,000 news articles and blogs added daily
• Connect your enterprise data sources
21June 1, 2017
Watson is available as a set of services delivered as APIs in the Cloud
Knowledge Organization Skills
• Watson Knowledge Studio
• Document Conversion
• Retrieve and Rank
Knowledge
Organization
Skills
ibm.com/bluemix
Can be combined with the 100s of other available services on Bluemix
22June 1, 2017
Watson Knowledge Studio
• Enable subject matter
experts and developers to
teach Watson the linguistic
nuances of industries and
knowledge domains
23June 1, 2017
Retrieve and Rank
• Uses machine learning
to improve search
across documents
using natural language
questions
24June 1, 2017
Watson is available as a set of services delivered as APIs in the Cloud Watson Foundational Skills are grouped into four categories
Foundational
Cognitive
Skills
Language• Author
• Concepts
• Dates
• Entities
Speech• Speech to Text
• Telephony Speech to Text
• Keyword Spotting
Vision• Image Classification
• Face Detection and Attribution
• Celebrity Recognition
Empathy• Personality Insights
• Tone Analyzer
• Emotion Analysis
• Text to Speech
• Expressive Text to Speech
• Relations
• Typed Relations
• Sentiment
• Taxonomy
• Text Extraction
• Feeds
• Keywords
• Language
• Microformats
• Publication Date
• Visual Text Recognition
• Similarity Searching
ibm.com/bluemix
Can be combined with the 100s of other available services on Bluemix
25June 1, 2017
Expressive Text to Speech
• Enables speech
that reflects
intended tone
– Expressive SSML
– Voice
Transformation
SSML
26June 1, 2017
Watson Visual Recognition Service
• Image Classification
• Face Detection and Attribution
• Celebrity Recognition
• Visual Text Recognition
• Similarity Searching
27June 1, 2017
I'm a hard working adventurous, very talented man who's been caring and helpful throughout my life, I like to travel, play my guitar, dance, and cook, I love the beach, sailing my boat, and the outdoors.
I raised two great kids and now I'm starting a new chapter in my life.
Thanks.
What I’m doing with my life
Working toward a new goal, keeping fit, helping others, and traveling whenever Iget a chance.
I’m really good at Listening, enjoying the moment, and many other things.
The six things I could never do without
Family, the ocean, intimacy, friends, adventure, music, love.
On a typical Friday night I am
Meeting with friends, listening to a band or playing my guitar, dancing or just staying home with someone special and enjoying each other.
You should message me if
You're looking for a relationship with someone that likes to sail his boat, ride bicycles, travel, swim, go to the beach, listen to music and enjoy everyday pleasures together.
Tone Analyzer Understands and Helps Fine Tune Your MessageUses psycholinguistics, emotion analysis and language analysis to assess Tone
You also need to know how people are feeling …
29June 1, 2017
You also need to know how people are feeling …
30June 1, 2017
Emotional Analysis helps build empathetic systemsUses state-of-the-art machine learning models and feature engineering techniques to predict emotion labels
31June 1, 2017
Personality Insights
32June 1, 2017
Many institutions are already building advantage from
conversational chat-bots• H&R Block – Tax preparation
• Staples/Easy System – Buy on-demand
• Autodesk/Otto – Problem resolution
• The Weather Channel – Personalized weather
• Royal Bank of Scotland – Account management
• 1-800-Flowers/Gwyn – Gift concierge
• Meeka – Wedding Planning
• WayBlazer – Travel conierge
• Treasure Island – Customer service
• Ross – Legal research
• Up All Night – Music concierge
33June 1, 2017
Thank You