Talks about the basics of AI / Cognitive Computing, the Watson AI platform and how enterprises around the world have implemented AI and deep learning.

1. Mini AI Unconference – April’6th 2017
AI in the Enterprise
Swami Chandrasekaran
Chief Technologist
IBM Watson – Cognitive Solutions
swamchan@us.ibm.com
@swamichandra

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be given that an individual user will achieve results similar to those stated here.
Please Note
The Open Group San Francisco Event and Member Meeting

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@swamichandra
Hi, I’m Swami
Chandrasekaran
Chief Technologist &
Executive Architect
in Watson – Cognitive
Solutions
@swamichandra
Lead architecture &
engineering for the
Watson Accelerators
The Open Group San Francisco Event and Member Meeting
3

4. Meet your Host, Praveen Krishnan (@voxpraveen)
4
https://your-celebrity-match.mybluemix.net/like/@Voxpraveen

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6. Topics
1. The Inquisitive Mind
2. What is Cognitive Computing?
– AI = Augmented Intelligence
– Dissecting Cognitive Systems
– IBM Watson Platform
3. Watson at Work
– Cognitive Adoption Patterns
– How are businesses adopting Watson?
– Other Patterns & Scenarios
4. Questions

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Chapter 1
The Inquisitive Mind

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For a second assume you are a diehard Quentin Tarantino
fan and doing a research on him …

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Frankly, sophisticated audiences are not a problem. Dumb audiences are a problem. But I
think audiences are getting more sophisticated — that’s just a product of time. In the ’50s,
audiences accepted a level of artifice that the audiences in 1966 would chuckle at. And the
audiences of 1978 would chuckle at what the audience of 1966 said was okay, too. The
trick is to try to be way ahead of that curve, so they’re not chuckling at your movies 20
years down the line. With Pulp Fiction, people were like, “Wow, I have never seen a movie
like that before. A movie can do that?” I don’t think that’s the case anymore. I’m not
talking ridiculously over anyone’s head anymore. I think people watched Django and
Inglourious Basterds and thought they were really out there, but they got it. Brian
DePalma used to talk about that all the time, about all the s–t he had to deal with, at every
single junket. And suddenly they’re all blaming each other for the apocalypse, but the
apocalypse is the Civil War. But that wasn’t what I was necessarily thinking about on page
72 in my bedroom when I was writing it. Gracias !!
Key
Entities / Concepts &
Relationships
expressed
Expand
on the key
Concepts & Concept
Associations
Explore information
from an extracted
Knowledge Graph
Sentiment & Sentiment
Targets
Deeper understanding
on author’s personality
Language identification
Ask questions &
interact in natural
language
Resonance, Emotion
and Social Tone of the
text
http://www.vulture.com/2015/08/quentin-tarantino-lane-brown-in-conversation.html
What will an inquisitive mind want to know from text?

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What can a machine do?

11. Extracting the semantic entity types. Inferring meta level concepts.
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Entities Detected Concepts Detected

12. Understand Emotion, Language Style, Social Tone. And of course
sentiment.
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Emotion & Tone
Sentiment

13. The relationships and knowledge as expressed in text.
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Knowledge Graph

14. Tarantino & Federer – As seen by a human being
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15. Tarantino & Federer – As seen by Watson’s Visual Recognition
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Multi class
detection
Facial
Recognition
Custom
classes

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17. Chapter 2
Cognitive Computing

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Cognitive computing is about
amplifying human cognition.

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Enterprises have to access and use all
types of data
Structured and active Unstructured and dark
Data that’s coming
• Customer records
• Transactional systems
• Predictive models
• Institutional expertise
• Operational systems
• News
• Events
• Social media
• Weather
• Geospatial information
• Internet of Things (IoT)
• Sensory data
• Images
• Video
Data outside your firewallData you possess ++

21. Vision
Speech
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A few different examples of unstructured data mapped to the
perceptual data domain areas that we deal with on a daily basis
Call Center Transcripts
News & Research Reports
Customer Survey Responses
Troubleshooting Manuals Language
Loan & Regulation Documents
Product Reviews
Profile Write-up
Call Center Recordings
Agent Training Audio
Multimedia Files
Dictated Emails
Voice Control Messages
Accident Pictures Social Media Images
Video Clips
Product Images

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AI = Augmented Intelligence

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Your Data
Core Intellectual Property
and Strategic Advantage
DOCUMENTS
REPORTS
SAP
ANALYTICS PLATFORM
DOCUMENTS
REPORTS
EXTERNAL NEWS
CONTRACTOR
INFORMATION
MARKETING SYSTEM
Cognitive Computing
Extracts key
information
Locates Key
Information
Instant
At Scale
Across Multiple
Sources
Pertinent and Relevant
Detects Patterns
Human Cognition
Delivers Insight and
Action
ABSTRACTION
INFERENCE
INTUITION
COMMON SENSE
TRADE OFFS
VALUES AND
MORALITY
DILEMMAS
Insights +
Value
Adding
Actions
Machine / Deep learning - simple, cheap & scalable
augmentation
Amplifying Human Cognition

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Three capabilities differentiate cognitive systems from traditional
programmed computing systems...
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.
Cognitive systems are not programmed.
They learn their behavior through training.

25. 25 The Cognitive Business Narrative / 05.18.2016
UNDERSTAND SEE HEAR LEARN

26. AI / Cognitive Computing capabilities in a broad sense can be
organized around four unstructured and perceptual data domain
areas
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VisionSpeech
Language
Data & Insights
Machine Learning Data Scale Out ComputeContent Lifecycle Management Domain ModelsDeep Learning

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Think of them as building blocks…
Personality
Insights
Natural Language
Understanding
Conversation Document
Conversion
Language
Translator
Language
Classifier
Retrieve &
Rank
Tone
Analyzer
Language
Speech to
Text
Text to
Speech
Speech
Visual
Recognition
Vision
Watson ML
Embodied
Cognition
Discovery
News
Project Intu
Data
Insights
Discovery
Analytics
Tradeoff
Analytics
Cognitive capabilities organized into 5 categories available as API’s
on the IBM Watson Platform
http://www.bluemix.com

28. An enterprise grade AI platform built on one Architecture for
Cognitive and Cloud
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AI
Building blocks for
developers
Visual
Recognition
API
Conversation
API
Discovery
API
Speech
API
Compare/
Comply
API
IoT
API
DLaaS
API
NLU
API
Tone
Analyzer
API
NLC
API
Personality
Insight
API
Knowledge
Query
API
Cloud
A highly scalable, security
enabled foundation
Developer Services – IAM, Billing, Logging, Monitoring, + more
Firewall/
Reverse Proxy
Object Storage DNS
Dedicated
Machines
Virtual
Machines
Networking File Storage
Watson
Oncology
Watson Cyber
Security
Weather
GBS/GTS Ind.
Solutions
Watson
Virtual Agent
Watson
Explore &
Discover
IBM Risk
& Compliance
Asset Mgmt.
(Maximo)
+more
Cleanse Enrich StoreCrawl
Data
Tools to prepare data
for cognitive
Applications
Finished products for
clients
Highly scalable and flexible, enabled with security, to meet our client's most aggressive needs

29. Chapter 3
Watson at Work

30. Scenarios where AI & IBM Watson are being put to work
1. Understanding obligations, regulations and laws
2. Understand, evaluate, and categorize the content images
3. Automatically build movie trailers
4. Cognitive assistant for data scientists for large scale data cleansing
5. Radiologist’s diagnostic assistant to process journals, articles & imagery
6. Conversational commerce, improving customer engagement & service
7. Transforming knowledge intensive professions like tax, audit, risk etc.
8. Trend forecasting to interpret and calculate the impact and momentum
9. Make decades of expertise available to engineers
10. Social listening for real-time visibility into perceptions about products and brandsPage
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31. Cognitive
Discovery
Unlock answers
Cognitive
Conversation
Scale human interaction
Cognitive
Extend
Understand signals in data
At the highest level various Cognitive adoption patterns working across
structured & unstructured data with NLP, Vision, Speech and Machine /
Deep Learning

32. Cognitive
Conversation
Scale human interaction

33. Cognitive Conversational Systems
Page
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What are the key ingredients for a Cognitive Conversation pattern?
Deep NLU incl
Intent
understanding,
Entity extraction
and Dialog
Trainable
Speech to Text
& Multi-Lingual
Support
Emotional
Analysis to
make the bots
compassionate
Long Tail
Passage
Retrieval
Integration with
Enterprise Apps,
3rd party + public
API’s, predictive /
ML models
Embed in
any device
form factor
Cloud | Security | Compute | Content | Conversation
Domain Expertise

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Multidimensional engagement +
Cognitive
Staples’ goal in creating the Easy System was to invite everyone in an office to place
an order from any location, at any time, on whatever device is most convenient.
TextImageSpeech
The Easy System supports
multiple channels and
methods of engagement
The result: Higher order frequency, increased order sizes, improved service scores

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The North Face and Watson guides
customers to find the perfect jacket by
asking where and when you’re going to
use the jacket, and whether you’re
looking for men’s or women’s, and what
sort of activities you plan to engage in.
Digital Experience
+ Cognitive

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GWYN the 1800-Flowers digital
concierge represents an entirely new
gifting experience. Rather than the
traditional structured process of filling
out a form on a website, customers can
talk to GWYN in a guided natural
language dialog and find the perfect gift.
Digital Experience
+ Cognitive

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When customers have
convenient ways to
self-serve, companies can lower
contact center operating costs by
reducing chat volumes, call
volumes, e-mail response time,
social response time, handling
time, and agent-to-agent
transfers.
Customer Service + Cognitive

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40. Cognitive
Discovery
Unlock answers

41. Cognitive Discovery
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42. Voice of Customer
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Customer interaction insights by ingesting content from across chat logs, phone calls, forums, social media,
and other unstructured data sources

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45. H&R Block
Tackle your tax returns with Watson
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46. At the forefront of the
Digital Labor Revolution
and reinforcing
confidence in the capital
markets
Enabling KPMG to build
cognitive solutions built
on Watson APIs across
the globe and transform
the Financial Services
Industry
T R U S T E D P A R T N E R E N A B L E A N D S C A L E
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KPMG With Watson

47. Cognitive
Extend
Understand signals in data

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Extend your existing apps. Infuse Cognitive / AI capabilities in your apps.
Unstructured data enriched using Watson API’s
Unstructured &
Structured Data
KnowledgeWatson
Cognitive API’s
Existing / New Machine
Learning Models
additional
features
Segmentation RecommendationRecommendations Churn Prediction
Provide correlated and new set of features to existing machine learning models to glean knowledge from
vast body of corpora

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Creativity & Design + Cognitive
Watson is assisting humans in
thinking outside the box and
expanding their exploration
boundaries.
Automating mundane tasks
Enhancing capacity for
discovery

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Trend Forecasting + Cognitive
Watson Trend uses its understanding of language to interpret relevant trends out of
more than 10,000 sources of digital conversations and calculates the impact (size of
the conversation) and momentum (how fast the conversation is growing) of each trend.
Natural Language
Classifier
Natural Language
Understanding
Used for entity and
keyword extraction to pull
out identifies like
companies and their
products being discussed,
and scoring sentiment.
Used to derive the intent,
and in this case people
expressing an intent to
purchase or sharing a
purchase experience.
Watson Machine
Learning
Predictive models
forecast the direction of
trends, and weighted
confidence scores picked
the most accurate model.

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How is AI
transforming
consumer
experiences?

53. And some more ….
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EQUIPMENT REPAIR
Assist equipment repair technicians
based on knowledge of equipment,
maintenance history. Harness
Watson’s ability to see.
SOCIAL CRM
Engage customers directly via social
media channels (e.g. Twitter). Derive
actionable insights from Watson’s
capabilities.
CONTRACTS MANAGEMENT
Provide a 360 degree dashboard with
relevant information for a contract to be
processed. Benefit from Watson’s
ability to understand complex terms.
AGENT ASSIST & CALL
CENTER ANALYTICS
Transcribes calls and surfaces
pertinent info; provides retroactive
analysis of interactions for agents
PRODUCT
RECOMMENDATION BOT
Engage customers to gather
automobile preferences and assist with
a personalized recommendation.
COGNITIVE CLAIMS
Assists in completing a claim by
surfacing information (structured &
unstructured) of similar claims.
Harness Watson’s ability to see.

54. How to get started with…
Establish a
Vision
Focus on
Value
Test your
Data
Frame your
Journey
Leverage
Proven
Examples
How to get started with AI / Cognitive?

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facebook.com/ibmwatson ibmwatson.com @ibmwatson
Questions?
Cognitive systems interact with humans on our terms, not theirs – understanding language, voice, images.
Cognitive systems understand, reason and learn.