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Conversational Apps: What We've Learned and Where We're
Going
#BuildingWithWatson
Housekeeping Items• Links to webinar slides and webinar
recording will be emailed post-event• Ask questions at any time during the
presentation - Use chat window on the webinar panel - We're on Twitter: @IBMWatson
#BuildingWithWatson
© 2015 International Business Machines Corporation
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Our Experts:
© 2015 International Business Machines Corporation
Nick Bourdakos, computer engineering student at the University of Pittsburgh, runner up in Watson's online developer challenge
Brian Loveys, Offering ManagementWatson
Dan O'Connor, Senior Software EngineerWatson Core Technology
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ICYMI• Early this year, we ran a
webinar series on conversational applications built with NLC, Dialog, and Retrieve and Rank services
• Along with the webinar, we hosted an online developer challenge. We saw some great projects, and we heard about some of the challenges in building this type of application
© 2015 International Business Machines Corporation
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What are we doing today?• Today we'll see Nick demo his app Fetch,
and we'll talk about some of the challenges involved in building conversational applications
• We'll also hear from Brian and Dan all about the new Conversation service, which has a host of features designed to make these applications easier to build
© 2015 International Business Machines Corporation
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Conversation Service
• Enables customers to self-serve on their terms
• Delivers information and services with a consistent, on-brand and engaging experience
• Reduces costs through deflection of calls to Contact Centers
Description Benefits• Enables Developers with Business users to create natural, human-like conversational experiences across all channels (e.g. mobile, messaging, robots, etc.)
• Combines Intents, Entities and Dialog into a seamless experience
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Why Conversation?• Build, test and deploy a system straight away; start free• App development is quick and easy with Conversation’s
intuitive tooling interface• Minimal coding or machine learning expertise is required • Integrate your bots into any channel or device: messaging
channels, mobile, web, robots etc.• Enhance your conversational app with complementary
Watson APIs like Tone Analyzer and Speech to Text / Text to Speech and Retrieve and Rank
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“ ”I’m frustrated, I haven’t been able to login into your online billing system…
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•Leverages state of the art Deep Learning techniques to derive intent
•Watson has read Wikipedia enabling it to understand language and concepts
•Learns over time based on usage
•Handcrafted rules unable to scale and do not benefit from data
Understand the Customer’s Intent
“”
I forgot my password...How do I get a new password?
Can you reset my password?My login isn’t working, please
help…
Can’t login into your site…
Intent = Password Reset
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“ I’m frustrated, I haven’t been able to login into your online billing system ”
Extract Other Key Information From a Question
Intent Password Reset
#BuildingWithWatson
“ I’m frustrated, I haven’t been able to login into your online billing system ”
Extract Other Key Information From a Question
Intent Password Reset
Entities Online Billing System
#BuildingWithWatson
“ I’m frustrated, I haven’t been able to login into your online billing system ”
Extract Other Key Information From a Question
Intent Password Reset
Entities Online Billing System
Emotional Tone* Anger
*Emotional Tone is currently a developer integration (not embedded in the tooling)
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“ I’m frustrated, I haven’t been able to login into your online billing system ”
Extract Other Key Information From a Question
Intent Password Reset Entities Online Billing SystemEmotional Tone* Anger
*Emotional Tone is currently a developer integration (not embedded in the tooling)
Context Bill Smith, 47, Gold Member, High
ValueContext Mobile
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How do I reset my password?
Someone has stolen my credit card.
Where is the nearest store?
I need to pay my outstanding invoice.
Can I pay my bills using my credit card?
Take Action: Responses Come in Different Forms
Question Answer
Guide the user through a set of steps
Transfer to human agent
Application launches map with directions
Bring user to pay bill screen
Bring back an answer
Dialog
Deflect
Map
App Nav.
Info. Retrieval
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Are you ready to get started?• Check out the Fetch app and code• Conversation documentation and demo• Sign up for Bluemix
Join our Slack channel for more discussion immediately following the webinar
© 2015 International Business Machines Corporation
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Have you built something with Watson Conversation? Share your project with us by August 1st for Watson swag and a chance to be featured on our blog. Contact us at [email protected] or on the Slack channel.
© 2015 International Business Machines Corporation
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© 2015 International Business Machines Corporation
Q&A
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What’s next?• Look out for a follow up email with a copy of these slides, a
recording of the webinar, Q&A recap, and additional resources
• The series continues bi-weekly on Wednesdays @ 12pm ET / 9am PT• Custom Image Classifier with Visual Recognition - Wednesday, July 27• Enhanced NLP APIs with Watson Knowledge Studio - Wednesday, August 10• Training Watson Conversation to Detect User Intent - Wednesday, August 24• New Tools for Easy Dialog Scripting - Wednesday, September 7• Application Starter Kits for Developers - Wednesday, September 21
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Watson Developer ConferenceWhat: IBM Watson’s first-ever developer conference to engage with our growing developer community, reveal upcoming technology launches and foster an environment for idea sharing, innovation and development.When: November 9-10, 2016Where: Innovation Hangar, San Francisco, CAWho: Developers Why: ⎻ Connect with like-minded people⎻ Get expert feedback⎻ Hear from thought leaders and experts in this space⎻ Influence the future of cognitive computing
Register now
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Thank you for attending!
Contact usPhone: 1-877-253-0308
Email: [email protected]: Watson Developer Cloud
