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1 GENERAL INFORMATION ABOUT THE COURSE

1.1.1.1 Course Overview
This Introduction to Watson AI will introduce you to the IBM portfolio of Arti-
ficial Intelligence (AI) services, tools, and APIs.

1.1.1.2 Who Should Take This Course

This course is designed for everyone who wants to learn about Implement-
ing AI solutions with IBM Watson. You do not need programming experi-
ence for this course. Whether you are a developer, an executive, or a stu-
dent, this is the place to learn about IBM Watson.

1.1.1.3 Pre-requisites
The course assumes you have a basic understanding of AI and are familiar
with its terminology.

We recommend that you complete the following course before starting this
one:

 AI for Everyone: Master the Basics

1.1.1.4 Changelog
01 Sept 2020 (Rav Ahuja): Updated version of the course published on edX.org

01 Sept 2020 (Anamika Agarwal): Replaced links to labs with links from SN Asset Library

2 SYLLABUS
Syllabus

Module 1 - Watson AI Overview

 Let's Put Smart to Work

 Watson AI Professionals
 Ways Watson Can Help Your Business
 Quiz

Module 2 - Watson AI Services

  Introduction to Watson Services
 AI Assistant
 Knowledge
 Speech
 Language
 Quiz

Module 3 - More Watson AI Services

 Data
 Vision
 Empathy
 Compliance
 Quiz

Module 4 - Watson in Action

 Watson Use Cases

 Quiz

Final Assignment - Watson in Action

3 GRADING SCHEME
3.1.1.1 GRADING SCHEME
This section contains information for those earning a certificate. Those
auditing the course can skip this section and click next.

1. The course contains 5 Graded Quizzes, 1 per each module and 1 for
the final assignment. Each Graded Quiz carries an equal weight of
20% of the total grade.
2. The minimum passing mark for the course is 70%.
3. Permitted attempts are per question:
o One attempt - For True/False questions
 o Two attempts - For any question other than True/False
4. There are no penalties for incorrect attempts.
5. Clicking the "Final Check" button when it appears, means your sub-
mission is FINAL. You will NOT be able to resubmit your answer for
that question again.
6. Check your grades in the course at any time by clicking on the "Pro-
gress" tab.

4 MODULE INTRODUCTION
In this Module, you will learn how Watson AI works. You will understand the
many ways Watson AI is helping professionals and businesses reimagine
their workflows, learn more from less data, and protect their insights.

5 LEARNING OBJECTIVES
 Describe how Watson AI works.
 Describe ways in which Watson helps professionals.
 Describe 3 ways in which Watson helps businesses.
 Explain the difference between Consumer AI and Business AI.
 Explain the 3 steps to getting started on your AI journey.

6 WATSON - THE AI FOR BUSINESS

So, the whole world is talking about AI. Big bold promises like.
It'll transform the human race. It's going to solve unsolvable problems.
It'll find life on Mars. But here's the thing. But you don't live on Mars. Today
you are building wind turbines. Good morning sir. See if the blade is
passing quality gauge. That's why you work with Watson. I detect frictional
loss on the mid span. It can detect the tiniest defects from just a few im-
ages to help production stay on time, and on budget. I optimize a fiberglass
finish to reduce frictional loss and maximize airflow. Welcome to the Ka-
roon gas plant, operated by Woodside. What you are seeing is
a world-class gas production facility located on the Northwestern coast of
Australia. Working in these challenging conditions, it is important that ques-
tions are answered in minutes not hours, especially for those working on
operational sites. That is where I come in. Natural language and conversa-
tion APIs, allows me to understand the many projects related
to questions which employees can ask via their tablet or computer. All they
have to do is ask. Using my retrieving rank API, I can find the answers by
reading through tens of thousands of project related documents in seconds.
And with Watson Explorer, I can apply expertise that I have learned from
thousands of employees. Working together with Woodside, I have helped
reduce time spent tracking down expert knowledge by 75 percent. Not bad
for the new guy. America's heartland, these crops provide our meals. But
the journey to the dinner table begins where you least expect it. It all starts
with a bee. Every third bite of food we eat is from a pollinated plant.
Life for beekeepers, farmers, even you and me, is about to change for the
better. IBM's Watson has joined forces with The Weather Company. That
means more precise forecasts, so people like Richard, can make better de-
cisions. Moisture, for example, is critical. If it gets too dry out in fields
the blossoms dry up and bees won't work. By learning from data provided
by sensors, Watson can help irrigation systems get water where it's needed
most. It's the same way some bees forage while others collect water.
But even if the weather is right, getting bees to the crops is a challenge.
Last year, Richard sent 150 semi loads of bees to California for pollination.
To keep the bees safe, the trucks can only travel during the day.
Like bees flying to flowers, Watson can help identify the best routes that
take traffic, temperature, and road conditions into account. Because that
could mean a smoother ride for bees. Watson isn't just the promise of AI, is
the real deal deep learning business AI, that knows your industry, protects
your insights, and works with tools that you already use.

7 HOW WATSON WORKS

AI is changing the way the world works, making business faster, smarter,
and more secure. At IBM, we're helping companies put AI to work at scale,
giving them an unparalleled business advantage. With Watson, businesses
are personalizing customer experiences, streamlining processes, minimiz-
ing risk, and sparking innovation. With Watson, engineers are keeping mil-
lions of elevators moving, predicting when they will break down, and pro-
actively fixing them. With Watson, banks are deploying virtual agents
trained on thousands of customer inquiries, helping them provide expert
service to millions of customers, 60 percent faster. With Watson, a range of
industries from health care to automotive, to telecom, to education, are
working faster and transforming workflows. Businesses everywhere are
building their future with Watson. Watson is an artificial intelligence system.
Artificial Intelligence is what gives machines the power to learn, adapt to
new inputs, and make better decisions. Machine Learning, a subset of AI,
uses computer algorithms to analyze data and make intelligent decisions
based on what it's learned. It's how streaming sites recommend new music
by comparing what one listener likes to others with similar tastes. Watson
uses a sophisticated machine learning technique called Deep Learning.
Deep Learning layers algorithms to create an artificial neural network. It
can continuously learn on the job, determining whether decisions were cor-
rect, constantly improving the quality and accuracy of results. This is what
enables it to learn from unstructured data such as photos, videos, and au-
dio files. Meaning Watson can tell an insurance company exactly how a
car's been damaged in a crash, by discerning the make and model before
comparing images of an undamaged car to the damaged one, even getting
as detailed as a broken exhaust. Deep Learning is also what enables Wat-
son's Natural Language Understanding capabilities, allowing it to learn by
deconstructing sentences,

then analyzing and identifying the concepts and relations of those sen-
tences. Once it understands how everything fits together, it can work out
the context and intent of what's being conveyed. But your AI also needs to
understand the specific language and terminology of your industry. With
traditional AI models, this would require lots of additional data and comput-
ing power, taking weeks or months. With Watson however, it can be done
quickly and simply, thanks to a technique called Transfer Learning. Trans-
fer Learning is learning how to learn. It's what enables Watson to learn
more from less. so it doesn't need to be trained from scratch. It can be fed
prior knowledge to speed things up. Let's take the case of a home insur-
ance company, to demonstrate how Watson's Transfer Learning is a three-
layered AI model. The bottom layer is made up of out of the box general
knowledge, like Wikipedia for AI. This layer tells Watson what a house is, or
a tornado. The middle layer is pre-packaged with knowledge tailored to
specific industries. So for insurance, it's how Watson understands terms
like coverage or beneficiaries. The top layer is where the customer specific
learning takes place, personalizing Watson to the company's unique busi-
ness needs. Fed with their data and know-how, the model can understand
a company's specific risk attributes, and behavioral policy pricing models.
Transfer Learning is a key part of how Watson is already accelerating
claims processing by 25 percent, dramatically cutting operating costs.
Transfer Learning makes Watson the best AI for your enterprise. It allows it
to learn faster from smaller sets of data, while also protecting your data and
insights. Watson is designed to ensure data only flows from the bottom to
the top. So you can make the most of the shared knowledge in the bottom
two layers, while retaining ownership of your top layer. Most companies AI
systems use your data to build their general machine learning models, al-
lowing all their users to benefit from that collective knowledge. Watson's
three-layer model ensures your data, remains your data.

8 ENRICHING CUSTOMER SERVICE

With Watson, businesses are personalizing customer experiences. There
are several different approaches clients can take to enrich their customer
service experience. One, is to have a 24/7 assistant to interact directly with
customers, while the other is having a behind the scenes assistant to help
employees and how they engage directly with their customers. IBM's Wat-
son Assistant, a virtual assistant powered by underlying natural language
models, understands your users and provides training recommendations as
you build and run your assistant. We picked Watson mainly because it was
the most extensive platform available and regardless of what we wanted to
do, there was some solution that IBM and Watson was able to deliver for
us. Ava is a custom application which we built on our side but the brains of
Ava has effectively Watson. Our vision is that Ava essentially is the first
stop for any customer interaction in the future, because we know that if
nothing else, hopefully Ava can understand what the customer is asking for
and even if we need to direct them to a person, one of our human agents,
at least we are starting from a place where they know what the customer
needs. Our resolution time with Ava is about five minutes. A resolution time
with our people is about 38 hours. On the cost side, it's between $15 and
$200 per case, with human agents, roughly a dollar when it comes to Ava
interactions. Is customer satisfaction, roughly the same between an Ava in-
teraction and a human interaction? Ava has already done over 30,000 con-
versations this month alone. The future of customer service will change and
I think that while it may seem a little bit odd to have an artificial agent talk-
ing to a customer now, three or four years from now it will seem very odd if
you don't have one. If we can help more customers than we ever could be-
fore, then you're delivering the value that you hope to by doing this. Banks
are deploying virtual assistants trained on thousands of customer inquiries,
helping them provide expert service to millions of customers, 60 percent
faster. Royal Bank of Scotland's home buying and ownership business has
employed CORA and MARGE, both powered by Watson to deliver better
customer service and to empower the context center agents. We wanted to
make it easy to get help without customers having to pick up the phone or
look for answers in too many places. CORA takes the routine stuff off our
plates and helps us be brilliant in the moments that matter most to our cus-
tomers. The great thing about, a virtual agent is, you can see all the con-
versations that she's having with customers. When developing CORA, we
analysed data to determine the most commonly asked questions. I don't re-
cognize this transaction? How do I pay my bills online? I want to change
my address. CORA's trained with over 200 customer intents and has over a
thousand responses to those intents. The simple questions. I'd like to
check my balance? CORA responds with the answer straight away. For
more challenging questions, we offer guidance to the customer so that they
can help themselves. And for really complicated questions: How do I make
my first mortgage payment? CORA seamlessly hands off the customer to
an agent. When customers get to me, I have that information already. I
think our AI journey has been fantastic, and it's going to allow us to create
new products and new benefits for our customers for years to come. Wat-
son Assistant automatically directs requests down the optimal path for solv-
ing the problem. It knows when to provide a direct answer to a common
question or reference more generalized search results for something more
complex. It also helps agents find answers to complex questions faster.
Watson Assistant is powered by underlying natural language models that
understand your users and provide training recommendations as you build
and run your assistant. The foundation of Watson Assistant addresses four
key principles. First, it comes pre-trained with industry-relevant content.
The second is that, it remembers and understands user input. For example,
your customer's having a conversation with Watson and Watson recog-
nizes a new intent, Watson needs to answer that question and remember
this conversation just as you would expect a human to remember. Third, it
recommends. Watson assesses what is happening in these conversations
and recommends places that may be strengthened by having other intents.
When you provide a few example of questions, intents, and clarifying
terms, entities. Watson Assistant can build a machine learning model to un-
derstand similar natural language requests from your users. The fourth
principle is about protecting your data. It ensures that your data is used to
train Watson for you and not for your competitors. With Watson, it is also
possible to integrate with customer care platforms, making it the best AI for
personalizing customer experience.
9 INTELLIGENT CHATBOTS, VIRTUAL ASSISTANTS, AND
IBM WATSON
Can you talk a little about chatbots? Sure thing. Now chatbots are one of
the most popular areas when it comes to machine learning technology. It's
one of the things that's gotten the most attention recently. I mean really to
drive across the point of why chatbots are so useful. Imagine this, you're on
a call with your ISP, your Internet Service Provider, because the Internet's
down, and you're greeted with this annoying robot voice that says, press
one if so-and-so, press two if so-and-so and there's tons of options that
you've got to listen through every single one, the options don't fit your
needs, you have to keep repeating until finally connected to a human and
you're not even sure if it will. That's an annoying scenario, and it's some-
thing that all of us have gone through at one point or another. But if you
think about it, companies themselves also are in kind of a bind here. They
can't hire over excessive numbers of people to work in their customer ser-
vice departments. But at the same time they need to keep it intuitive, they
need to keep it simple, they need to balance things, and this is where chat-
bots come in. With chatbots, you can balance the interaction required
between humans and bots. For example, Watson has special Natural Lan-
guage classification techniques that enable it to understand different kinds
of sarcasm, different puns, and so with chatbots, essentially what you're
doing is you are balancing out human and machine interaction. When you
call your ISP now, you're going to be greeted by an intelligent bot that can
understand what you need. If you want to be connected to a human in-
stantly, it will understand that request of yours and connect you to a human
as soon as possible. Or if you've got a concern that it can help you out with
directly, it will converse with you in a natural way, in an implicit way which is
how we as humans have thought since the beginning of human history, in
order to have this sort of intuitive method of solving your query. So with
chatbots, essentially what you're doing is you're saying we're not going to
replace humans outright, but we're not going to keep only humans. We're
going to make it so that the vast majority of simple questions can be filtered
through this chatbot, but a few of the complex questions that would require
creativity, or exceptions, or things that aren't part of the rules or things like
this, will then go to the humans so that they can actually focus on fulfilling
work. The people at the customer service representatives aren't being over-
worked, they're not being bored by answering the same questions 20 times
in a row, and at the same time people have a more intuitive experience with
the bots and the company gets to save money. It's a great solution, all in
one, it's a win-win situation for everyone involved. So chatbots are very
popular, they do deserve that hype, and I can't wait to see how people start
to use chatbots in the next few months to years.

10 ASSISTING IN COMPLIANCE ORIENTED BUSINESS

PROCESSES

What if you could perform multiple audit quality checks in half the time and
with a higher degree of accuracy. Watson helps you deal with your data
and your business process in the context of compliance, whether it be with
industry or government regulations, or with company policies. Data privacy
professionals have a significant challenge on their hands. They must main-
tain an up to the minute understanding of the continually changing regula-
tions as well as dealing with different jurisdictions as they work across the
globe. Every year, three million lives worldwide are lost through work-re-
lated injury and illness. That's more than the population of Chicago or Hou-
ston. In the oil and gas industry, people's lives are at stake every day. To
solve this, Woodside, Australia's largest independent oil and gas company,
turned to Watson to help them identify two key pieces of information in their
incident reports, the cause of the incident and the corresponding mitigation
actions. Most systems will analyse that structured data at a summary level
and end up missing important unstructured information such as the details
available in the free text of an incident report. Watson finds that, exposes it,
and organizes the information to help the safety analyst find workplace
safety improvements. Other companies have put lots into work analysing
transactions for tax law compliance. With the tax law changes, legal teams
need to ensure that they are adhering to all compliances. Watson assists
professionals to process mounds of information, and augment their profes-
sional views and their professional experience to help them get compliance
right and speed it along. Watson also assists professionals and compli-
ance-oriented business processes in understanding contracts. Insufficient
contracting can cause firms up to 40 percent of the deals value. Watson
has been taught document structure and contract terminology so that Wat-
son can understand these contracts and statements of work. Financial insti-
tutions are spending more time and money than ever on regulatory compli-
ance. Regulations are changing and increasing rapidly. Regulations, oblig-
ations, policies, and controls are managed in disparate systems that have
little to no relationship to one another, and it's nearly impossible to confirm
regulatory and policy compliance coverage and operating controls suitabil-
ity to obligations. IBM Watson Regulatory Compliance is a standalone mod-
ule of open pages with Watson the industry's only AI driven GRC solution
and supported by the expertise of Promontory Financial Group. IBM Wat-
son Regulatory Compliance turns the manual time-consuming and expens-
ive process of complying with regulatory requirements into a streamlined
efficient process driven by consistent methodology. It combines software,
content, and expertise to provide a holistic, accurate, and timely view of the
obligation life-cycle that enables organizations to achieve trustworthy, effi-
cient, and sustainable compliance.
11MAKING DATA AND AI ACCESSIBLE TO ALL
Companies are looking to embrace AI within their own development envir-
onments. At IBM, we have created an end-to-end collaborative environ-
ment that provides a suite of capabilities to help AI professionals build,
train, and deploy their custom models with their data alongside Watson. In
its simplest form an API (Application program Interface) is a set of routines,
protocols, and tools that help applications work together. Cognitive APIs do
similar work, but they also serve as a messenger between data and the
cognitive computing power of Watson combining these in a coding platform
on the cloud. Cognitive APIs are based on an input output system.
Your input is data that the API feeds into Watson and the output is the de-
livery of the overall outcome based on that data. IBM has a huge list of cog-
nitive APIs that our clients used to make smarter business decisions. Most
cognitive solutions use several APIs together to build apps. Together these
APIs analyse massive amounts of data to reveal what's trending and why.
And since various cognitive APIs can be swapped out to change functional-
ity and outcomes, they are being used to power many cognitive applica-
tions in almost every industry across the globe. Companies can start with
an initial project and then expand from there and as they expand, they build
their roadmap to AI.
12 3 WAYS WATSON CAN HELP YOUR BUSINESS

AI is changing the way the world works, making business faster, smarter,
and more secure. At IBM, we're helping companies put AI to work at scale,
giving them an unparalleled business advantage. With Watson, businesses
are personalizing customer experiences, streamlining processes, minimiz-
ing risk, and sparking innovation. With Watson, engineers are keeping mil-
lions of elevators moving, predicting when they will break down, and pro-
actively fixing them. With Watson, banks are deploying virtual agents
trained on thousands of customer inquiries, helping them provide expert
service to millions of customers, 60 percent faster. With Watson, a range of
industries from healthcare, to automotive, to Telecom, to education are
working faster and transforming workflows. Businesses everywhere are
building their future with Watson. Watson helps your teams and business
work smarter. You can connect it to your data wherever it is, whether it's in-
side your enterprise or in the Cloud, from your CRM to online file storage,
simply and seamlessly with no disruption to your workflow. We'll protect
your data from cyber threats, comply with legislation old and new, and al-
ways maintain full transparency.As businesses start to rely more on AI,
they need transparency to confirm that the recommendations given can be
trusted. We're also committed to mitigating harmful bias. These features
are another part of why organizations everywhere are choosing Watson to
help their businesses run smoother and be more productive. You can use
our APIs and products or build models from scratch, reducing disruptions,
enriching customer interactions, making recommendations with confidence,
the possibilities are endless. Enterprises do not have the massive data that
you see in the consumer application, they need to be able to learn more
from less. Traditional AI models require massive data and computing
power. Watson uses a technique called transfer learning, that enables it to
learn more from less. So it doesn't need to be trained from scratch. It can
be fed prior knowledge to speed things up. Watson's three-layer transfer
learning model, ensures your data remains your data. The customers spe-
cific learning that personalizes Watson to the company's unique business
needs takes place in the top layer. Since Watson ensures that data only
flows from the bottom to the top, it allows the customer to retain complete
ownership of their top layer.
13 WHAT DIFFERENTIATES CONSUMER AND BUSINESS AI
SYSTEMS
Hello, I'm Laura Donaldson with the Watson team. Thanks so much for join-
ing us at this digital event where we're going to answer your AI questions.
Join me today, I have the CTO of Watson, Rob High, thanks so much for
joining me, and the VP of implementations, Toby Cappello. Hello. Gentle-
men, thank you so much, looking forward to this. Rob I know that a lot of us
when we're thinking about AI, we're thinking about consumer AI, so that AI
that's on our phones or in our homes, and devices. What's the difference
though between that consumer AI and business AI? Yeah. Actually, there
are some similarities as well which is largely stems from the experiences
that we gained when we're using our smartphones. So for those of us who
use smartphones in our daily life, or we've got these at home, we're creat-
ing service and expectations around the experiences that are useful to us
and meaningful to the way that we operate, those same properties or things
that we bring with us into work as well. So we do have an expectation
about the experiences that we're looking for when we're at work. But there
are some differences, and they start with recognizing that at work often-
times we're involved with business processes. These processes maybe the
ways in which we engage with our clients or may be ways in which we get
through the tasks and responsibilities that we have that we are accountable
for at work. They may have something to do with the way the business is
trying to move itself forward. So these business processes are really pretty
essential. It's also important that we integrate AI into those business pro-
cesses. Now of course, it's also important to understand that what AI is do-
ing, is opening us up to sources of information that classically have not
been integrated into these business processes in the past. So we really
shouldn't be thinking about AI that just plugs into business process but how
do you rethink the business process to take the advantage that AI brings to
the table. So almost an embedding it into their workflows, like putting it at
the fingertips of the employee or the individual? Well, putting it into that flow
in such way that it gains advantage. So if you think about AIs that are able
to read literature, read materials that today have to be read by human be-
ings. When you consider the number of articles that are out there, the num-
ber of papers, the number reports, the number of contracts, the number
documents that we all have to consume typically is far more than more
what we can as individuals possibly consume. If I can engage an AI in that
process of actually extracting from those articles the things that are impor-
tant to me in the context of the problem I'm trying to solve, now I've gotten
an advantage.If I can use AI to help me see through my own biases or to
perspectives that I may not have considered before, now I'm able to actu-
ally make better decisions because I can now consider those alternatives
within that decision process. But there's also an another element to AI for
businesses. As Rob was talking about this mass amounts of information
that an AI system can go through is fantastic if you have it, but what if you
don't? If you're building something for your business, for your business do-
main, for your data which is a key tenet for what we're doing with IBM, you
need to be able to have that AI system learn to be productive and provide
value for you with the minimal amount of information you can give it instead
of having to worry about the maximum amount of information. I think that's
another key as well. We've been spending a lot of time really focusing on
how do we train these systems with a minimum amount of training data,
knowing that it may not be available to you, you just simply may not have it.
Now, of course if you do have data, it's your data. We need to make sure
that you understand that at work, your data is your data. We protect your
responsibility and your rights to the data that you have, and really respect
that and by the way that we secure the data, the way that we avoid having
to train with other people's data, and allow you to protect your own data
when we do that, by simply making sure that we don't siphon that data off
for any other purpose. That's a top of mind, I think right now for a lot of peo-
ple is security and privacy of that data. So for IBM that seems to be a big
pillar really when you think about it, how did you say we are protecting it?
Yeah. How are we doing that? It's really core to our DNA, first of all be-
cause we have been an International Businesses Machine Company for so
long, we work with enterprise, we know the sensitivity, and we recognize
the need to be able to pick the data. So we do a lot of our work in the IBM
Cloud, the IBM Cloud has been built specifically to maintain the protection
and security of data, to maintain isolation between different institutions that
may be using our cloud or using our technology in the cloud, and we carry
that all the way through to everything that we do. So if I'm summing that
back up, it sounds like the three differences between consumer and busi-
ness AI really come back to like embedding into the workflows, putting AI at
the fingertips of the person or the employee when they need it, where they
need it so they can get the vast amount of information faster. It's learning
from less data so that you're really able to get started faster and work on
this training models, and then finally, the protection of that data so that it
stays with you and doesn't go anywhere else. That's right. Sounds right,
okay. Absolutely.

14 GETTING STARTED ON YOUR AI JOURNEY

Let's talk about how you actually get started then. What are the most suc-
cessful ways to be able to get started? Yes, sure. First and foremost, when
we talk to our customers about AI, we talk about their journey, and their
journey is how are they going to bring this into the organization, and I use it
as a journey because it's not if it's when you don't start your journey now,
you're going to start at sometime in the near future, and if you don't do that
you're going to be behind your competitors. When you look at that journey,
there's really three steps we walk our customers through. Step number one
is prove, step number two is adopt, and step number three is scale. Simple
words, but broad meaning behind each one of them. So if we begin with
prove, you can hear things like start small-scale fast, but prove is really
about how do I bring AI into my organization in a real way. So I don't want
anybody to misconstrue that we're talking about demos or small little ancil-
lary activities. This is bringing it into my organization. We've talked about
data a lot, my data, my use case, and my constituents, whether it be cus-
tomers or whomever, and how do I use that capability to prove that AI can
be valuable for me. We as IBM can talk all day long about what we believe
it can be for you, but you as an organization have to prove it for yourself. In
your business process. Absolutely. Okay. Then once we have that learning,
then you use that move into adopt and adopt this how do I then take prove
and adopt it across the organization, and this is where you get into the non-
technical aspects typically of AI. What is the governance model look like?
How are my roles and responsibilities going to change? How do I measure
AI? Because measuring AI is different than measuring some other things
you've done in the past. How does it fit in the broader programs that I
have? My methodologies, my best practices, and things like that. So now
I'm taking the use case that I've proven, I've now applied it to my organiza-
tion so I know how to go adopt it, and then guess what the last phase is re-
ally easy, scale to the enterprise. Part of that it also includes what mecha-
nisms have you put in place for continuous improvement, continuous adop-
tion, continuous scale including not just vertically within that one business
organization or that business process, but also put other adjacent business
processes or other parts of the business you also wanted to begin to effect
in a similar way. But it's also the right time to start thinking about, should I
be doing the business process the way that I always have or is this now the
time to think about a completely re-engineered business process in which I
can begin to demonstrate some real impact on my market, can I really be
disruptive in my market? Can I protect myself against other people who
may be on their own trying to introduce disruptive processes that would be
an advantage to them at my detriment? So I think part of that whole scaling
process has to include how you try to think through who you are as a busi-
ness and how you're going to adopt this in a way that couldn't be done be-
fore that allows you the freedom to go do things that are really compelling
and different.
15 WAYS WATSON CAN HELP YOUR BUSINESS: LESSON
SUMMARY
15.1.1 In this module, you have learned:

 Examples of real-world applications of Watson in Energy, Natural

Gas Production, Farming, and Insurance.
 Deep Learning enables Watson to learn from unstructured data and
constantly improve the quality and accuracy of results by learning on
the job.

 Transfer Learning enables Watson to learn faster from smaller sets of

data while also protecting customer's data and insights.
 IBM Watson Assistant is helping businesses deliver personalized
customer experiences and supporting their contact center agents
with the knowledge and expertise they need to give outstanding cus-
tomer service.
 IBM Watson Regulatory Compliance has made compliance with rap-
idly evolving regulatory requirements into an accurate, timely, trust-
worthy, and efficient process.
 AI professionals are building, training, and deploying their custom
models using the Cognitive APIs and end-to-end collaborative envir-
onment provided by IBM.

15.1.1.1 Watson is helping teams and businesses

 Re-imagine their workflows, using its capabilities to process

massive amounts of data faster, to remember, understand, and
make recommendations.
 Learn more from less data, using a technique called Transfer
Learning.
 Protect their data and insights, using a 3-layered learning model.
15.1.1.2 It is important to recognize how Consumer AI is different
from Business AI

 Consumer AI is all around us, on our smartphones, in our homes

and devices, and impacting virtually all aspects of our everyday
lives.
  Business AI impacts how we engage with our clients, the way we
perform our responsibilities at work, and our business processes.
15.1.1.3 The 3 steps of that can help customers get started on their
AI journey

 The use case through which they can prove that AI can benefit
their organization.
 The governance frameworks, methodologies, best practices, and
anything else needed to adopt the proven use case across the or-
ganization.

 Mechanisms for continuous improvement, continuous adoption,

and continuous scale.

15.1.1.4 To learn more about the topics in this module, read these art-
icles:

 Watson AI is changing how business is done

 Watson at Work
 3 ways Watson AI enables employees to work at the speed of data
 How to accelerate the use of AI in organizations

Module 2 - Watson AI Services

16 INTRODUCTION
In this Module, you will learn about some of the Watson AI services offered
on the IBM Cloud. You will understand how organizations can use Watson
AI services and the types of situations in which each service applies.
17LEARNING OBJECTIVES
o Describe Watson Assistant.
o Describe Watson Knowledge Services.
o Describe Watson Speech Services.
o Describe Watson Language Services.

18 INTRODUCTION TO WATSON SERVICES

Watson is AI from IBM. Designed to make your business smarter and
every employee your best employee. Watson has evolved into a range
of advanced APIs, specialized tooling and Software as a Service applica-
tions, built for the enterprise. This means that Watson is built for com-
plex use cases and designed to integrate with platforms that profes-
sionals use in their daily work. Ensuring seamless access to the inform-
ation you need to make the right decisions. The Watson AI portfolio of
services, tools, and APIs includes the following. Watson Assistant helps
you build chatbots and virtual assistants for a variety of channels in-
cluding mobile devices, messaging platforms, and even robots. Watson
Discovery unlocks hidden value in data to find answers, monitor trends
and service patterns with the world's most advanced cloud native in-
sight engine. Watson Studio lets you build train, deploy, and manage AI
models, and prepare and analyze data in a single integrated environ-
ment. Watson Machine Learning enables you to use your own data to
create, train, and deploy machine learning and deep learning models.
Watson Visual Recognition allows you to quickly and accurately tag,
classify, and train visual content using machine learning. Watson Know-
ledge Catalog drives collaboration and transforms data and AI into a
trusted enterprise asset through dynamic data policies and enforce-
ment. Watson Knowledge Studio provides you with a way to teach Wat-
son the language of your domain, with custom models that identify en-
tities and relationships unique to your industry. Watson OpenScale
provides insights into AI health, recommends next steps to improve
outcomes, and orchestrates tasks to remediate issues around perform-
ance, accuracy, and fairness. Watson Compare and Comply streamlines
contract workflows to save time and improve accuracy and simplify
contract governance. Watson portfolio also includes Watson Natural
Language Understanding. Watson Natural Language Classifier. Watson
Text to Speech. Watson Speech to Text. Watson Language Translator.
Watson Personality Insights. Watson Tone Analyzer. We will cover these
in greater detail in the following videos. Watson AI portfolio enables
you to accelerate research, and discovery, enrich your customer inter-
actions, anticipate and preempt disruptions, recommend with confid-
ence, scale expertise and learning, and detect liabilities and mitigate
risk. Moreover, with Watson you own your insights. Watson gives you
complete control of what's important to you and the foundation of your
competitive advantage, your data, models, learning, and API. Watson
learns more from less because it achieves high accuracy with lower
training costs. Watson is the AI solution designed for the realities and
constraints of proprietary enterprise data. Watson was initially available
only on IBM cloud, but is now portable across any cloud powered busi-
ness. Organizations can now run IBM Watson services including Watson
Assistant, and Watson Open Scale on any cloud public or private. This
prevents customers being locked into a single vendor and enables
them to start deploying AI wherever their data resides. With Watson,
you can discover new trends and insights. Predict the potential future
outcomes. Leverage these findings to automate aspects of your applica-
tion, product, service, or business allowing you to focus on making de-
cisions.
19 A FEW WATSONS SERVICES
What are some of the other Watson services out there that people can
leverage? Sure thing. Now there are lots of other Watson services out
there, too many to mention right now. But a few that I really love, and I'd
like to start off with one that might seem a little obvious, but it's actually a
very, very special service to IBM. It's the Speech to Text service, and a
Text to Speech as well. Now the reason these two are special services is
because IBM has some of the best technology behind sSpeech to Text in
the market. If you take a look at, for example, speech recognition as a field,
its history, you'll see that some of the very first speech recognition applica-
tions were actually written by IBM. IBM created one of the very first
products in this field, in its entirety called ViaVoice, which was then sold off
as Nuance. You may now know Nuance Dragon as one of the best con-
sumers Speech to Text software out there. It has its roots in IBM software.
Now IBM building on that history of speech recognition software has their
Watson Speech to Text service. Of course, there are many other parts of
Watson that go along with the speech to text and text to speech services to
create a full on experience. I mentioned Watson Discovery.

I mentioned the Watson Assistant and the Watson Voice Agent, but there Is
also, for example, the Knowledge Studio. Now of course, Watson's very ex-
tensible, that's really the whole reason it's so useful. Not only is there the
powerful Natural Language Understanding service, but you can also take
that Natural Language Understanding service and modify it to your own
needs. You can find custom entities. You can find customer relationships.
You can do custom correlation detection or co-mention detection. All these
things are possible with the Watson Knowledge Studio. Apart from that,
there is also the Watson Studio, not to be confused with Watson Know-
ledge Studio. The Watson Studio used to be called the Data Science Ex-
perience, where you can actually have the deep learning as a service envir-
onment where you are actually as a programmer using Jupyter Notebooks
and the visual neural network model in order to create machine learning
applications directly on the Watson environment. So there are lots of differ-
ent services IBM provides, and within Watson, within the fields of vision,
within the fields of audio, within the fields of natural language, within the
fields of customizations. So much that IBM provides too much to cover in
one individual video, but then again these are just a few of them that I really
love working with.
20 INTELLIGENT CHATBOTS, VIRTUAL ASSISTANTS AND
IBM WATSON
You've talked a little bit about how people can use IBM technology in Watson to create intelligent
virtual assistants. IBM in Watson provides a lot of different APIs in order to create your own intelli-
gent virtual assistants. And the special part about Watson is that it's not just limited to virtual assist-
ance, there are lots of APIs in the market that enable you to create chatbots. Chatbots are not spe-
cial. But there are few things that Watson provides that other companies, other service providers
are simply unable to provide. For example, if you take a look at the roots of Watson where it's origin-
ally evolved from, Watson was originally a Jeopardy playing machine essentially. That's really what it
was specifically built and targeted to do. And because of that, it has amazing information retrieval
and understanding systems. These are unparalleled by practically any other company's offerings.
Even search engine companies are unable to provide the level of natural language understanding
that Watson provides. So the Watson Assistant and voice agent services, you're not only limited to,
for example, creating a chatbot that can understand user intents, you have a few extra features that
go the extra mile. So for example, if you take a look at Mercedes they created a system called Ask
Mercedes, where drivers and people who are looking to buy Mercedes cars can actually ask this
chatbot different questions about their car, and let's just say they've got complex question. This is
actually called the long tail of questions in chatbot terminology, which are the lots of questions that
are asked very, very little in terms of frequency, and of course there's also a shorthand which is the
few questions that are asked very, very many times. When it comes to this long and of questions,
this can be handled by, for example, the Watson Discovery Service. Now, this is we call the retrieving
rank service. The Watson Discovery Service now enables you to actually feed in entire corpora of
documents, and then from there be able to analyze natural language within those documents be
able to figure out what concepts they talk about, query them with natural language, find passages
from within those documents, and combining this with chatbots creates a very powerful experience.
Because chatbots by themselves, yes they're great, and Watson can do things like for example dy-
namically understanding entities within messages, which is another very unique feature. But now
being able to understand these depths of contents of the Watson Discovery Service and time that it
would Watson Assistant is something that really is a unique offering, and enables you to take your
chatbots to the next level of usefulness.

21 WATSON ASSISTANT
This is customer service, bad customer service, painful customer service, customer service with bots
who we've had to deal with. But what if a bot was actually smart? What if it not only helped your
customers but your agents too? Say hello to Watson Assistant. Watson Assistant is not another chat-
bot. Most chatbots try to mimic human interactions. Frustrating you when a misunderstanding hap-
pens. Watson Assistant gets it. It knows when to search for an answer from a knowledge base, when
to ask for clarity, and when to direct you to a human. Watson Assistant combines machine learning,
natural language understanding, and integrated dialogue tools to create conversation flows between
your apps and your users. You can use Watson Assistant to create natural language interfaces to
your applications. With it, you can build artificially intelligent agents that communicate with users
through natural language, making your applications accessible and is easy to use as holding a conver-
sation. Use Watson Assistant to quickly build and deploy chatbots and virtual agents across a variety
of channels including mobile devices, messaging platforms, and even robots. Watson Assistant un-
derstands the intent of what your users are saying. It can identify entities that users mention and
manage the flow of the conversation. You don't have to be a programmer to use Watson Assistant.
The tooling is written with business users in mind and no coding is required to set up a bot. Integ-
rated online help and examples can get your bots running within minutes. Watson Assistant requires
very little data to train an intent. With as few as five examples, you can have the Watson Assistant
understand an individual intent. Browse from a catalog of already configured customer service and
industry content packs to save time and start faster. Watson Assistant in action. Let's get started
with our self-service assistant for ABC Bank. To get started, I'll open up with "hello. "Now you can
see how Watson responds back. This is what we call basic chitchat. Watson comes with this package
that lets it respond to basic dialogue. There are also content packs for general customer service, re-
tail banking, energy and utilities, insurance, and telecommunications. These content packs can let
you focus on training your assistant on the specifics of your business rather than having to worry
about the general industry knowledge, like I lost my credit card or my power is out. Let's say that I
want to be able to know what the bank's hours are. Here you can see that Watson Assistant re-
sponds to this FAQ, otherwise known as the short-tail question. Now if I want to be able to provide a
rich customer experience, when someone asks something more complex, something that we call a
long-tail question, Watson Assistant Search Skill offers a unique ability to integrate with AI powered
search. It does this by pairing with another product called Watson Discovery. This helps answer
questions like, what are the foreign fees for my silver credit card? For this type of question, the sys-
tem would have to return relevant passages from associated PDFs from that business. Now a user
can quickly find accurate information to complex questions with ease, without having to search
through that website. There are instances where we want to be able to talk to a customer service
representative. So if I say something like talk to a live agent, Watson automatically routes to me to a
call center representative. Now we'll pull up the call center agent screen so that we could see what
that would look like. We're now demonstrating Watson Assistant's ability to help employees get that
information that they need to be able to provide superior customer service. While a digital channel
like online chat is one way to deploy Watson Assistant, it can also be used as a self-service agent on
the phone. We offer package called Customer Care Voice Agent, which combines Watson Assistant
with speech to text, text to speech, and IBM voice agent. These products can be easily integrated to
enable Watson as an IVR.
22 WATSON DISCOVERY
Watson Discovery Service is a new suite of APIs that enables you to ingest, normalize, enrich, index,
search, and explore, your data, both structured and unstructured. Here's what you should know:
Watson Discovery gives you the ability to, store, analyze, and understand your data at scale. First,
Watson ingests and standardizes all of your data, no matter the type. Just load it and go. Watson
then enriches your data using natural language understanding capabilities. Think sentiment and
emotion analysis, named entity extraction, and concept tagging. But that's just the beginning, an
easy-to-use query API gives you new ways to segment and search through your data. For example,
extracting sentiment from the past few months of your customers' chat history. This can be done in
seconds. You're not just getting Natural Language Processing with Discovery, you're getting a host of
out-of-the-box enrichment algorithms to find the signal and your data. You can plot time series, per-
form aggregations, correlate variables. With Watson, you're ready to roll. Ready to talk scale? No
problem. Watson Discovery has scale built into its DNA. You can load millions of datasets into Wat-
son.
With Discovery, developers can rapidly ingest and enrich data to build cognitive cloud-based applica-
tions that connect proprietary structured and unstructured data. Rest APIs make it straightforward
to add cognitive apps built with Discovery to any existing front-end solution. Watson Discovery Ser-
vice is available on the IBM Cloud, as well as other platforms. You can leverage Watson SDKs, Web-
based tooling, and Watson Discovery Service APIs to bring cognitive insights to your custom applica-
tions. Watson Discovery allows you to use pre-built collections, such as Watson Discovery News and
your previously built custom collections. Discovery allows you to interrogate your data in either a
natural language format or a query language that will search for both Boolean conditions and for
phrases. Once the data is found, Watson Discovery uses machine learning algorithms to order the
answers so that the most useful answers are listed first. Discovery gives you a head-start on analytics
by providing time sheets, graphs, and aggregations. Building new collections of data has never been
easier, and discovery service enables developers to rapidly build an automated data pipeline. IBM
respects your right to privacy. When using Watson Discovery Service, you maintain control and own-
ership of your data, and you decide what, if any, data you want to be made public.
23 HANDS-ON LAB: WATSON DISCOVERY
Objective for Exercise:

 To make you familiar with Watson Discovery Service.

23.1 EXPLORING WATSON DISCOVERY

IBM provides an online demo of Watson Discovery at Discovery
Use the following steps to explore the demo:
1. Access the online demo here: Discovery
2. The demo contains Car Manual collection.
3. Under Discovery search click on the dropdown and select How to properly install
child restraints and then click on the Search button on the right.

4. Scroll down and read the answers Watson discovery found from the collection,
you can also read the most relevant answer by looking at the confidence score.
Explanation on Traditional search and Discovery search:
Traditional enterprise search and search engines don’t provide employees and custom-
ers with exact answers. They can’t understand the nuances of phrases and acronyms in
your industry and accurately search through your complex documents in a timely man-
ner.

Watson Discovery solves these challenges. It is enterprise search that delivers specific an-
swers to your queries while also serving up the entire document and supporting links, al-
lowing your employees and customers to make informed decisions with confidence.

5. Now analyse the difference in the Discovery search and Traditional search.
6. Go and explore other given options for the Car manual collection:
 7. Click on the answer to open the document and read the Discovery result detail
8. Explore Watson Discovery capabilities and read how Watson came up with these
results by clicking on Next Attribute

23.2 AUTHOR(S)
Srishti Srivastava

23.3 CHANGELOG
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2.0 Srishti
16 Lab
24 WATSON NATURAL LANGUAGE UNDERSTANDING

You've probably heard the stats. 90% of the world's data was created in the past two years 80% of
which is unstructured. So what does this really mean. Think about the explosion of data social media
blogs research reports enterprise email. Imagine all the rich insights that can be gleaned if you could
ask the question. For example I just released the new products are people talking more positively
about my brand after the release. Traditionally if you wanted to use data like this to answer a busi-
ness question you had to load the data into a database and do something like count all the records
where people use positive words about my products and then group them by dates. In this example
the data that holds the answer is a big blob of text it's not in a database so the data sits there unus-
able and it cannot be mined. This is where you need Watson Natural Language Understanding. Wat-
son Natural Language Understanding offers a suite of features for text analysis. With Watson Natural
Language Understanding users can answer questions like how can I gather business intelligence to
create dashboards and reports. How can i monitor social media for trends and shifts in public opin-
ion. How can I recommend content that an audience will like. And how can I know what consumers
are saying about my brand The Watson Natural Language Understanding service allows users to un-
derstand the topics mentioned and text by analyzing keywords, concepts and categories. With entit-
ies they can extract the people places and organizations mentioned in text. Users can also under-
stand the sentiment people express including sentiment expressed towards a specific keyword entity
or phrase plus they can take the sentiment analysis one level deeper and detect distinct emotions
behind what people write when knowing if text is positive or negative isn't enough. Finally develop
custom models using IBM Watson Knowledge Studio and use them with Watson Natural Language
Understanding to tailor your solution by extracting domain-specific entities and relations. After
building these custom components you can publish your custom model and use it through Watson
Natural Language Understanding on the Watson developer cloud. Watson natural language under-
standing becomes even more powerful when paired with other services from the Watson developer
cloud use IBM Watson developer cloud vision services to add images and videos to your analysis or
use our speech services to pull insights out of transcribed data from audio files. Watson natural lan-
guage understanding is implemented as a sophisticated suite of API's that support a variety of lan-
guages in varying capacities. They are highly scalable and support large data sets. Data can be sent as
plain text or HTML or as URLs and the results are returned for the features that are specified. Ma-
chine learning or data science expertise is not required to use the API's. And the data is always main-
tained and controlled by the owner
25HANDS-ON LAB -WATSON NATURAL LANGUAGE
UNDERSTANDING

25.1
EXPLORING WATSON NATURAL LANGUAGE
UNDERSTANDING

Estimated time needed: 10 minutes

Objective for Exercise:

 Learn how to use Watson Natural Language Understanding to analyze a piece of

text, and a site specified by URL.
IBM provides an online demo of Watson Natural Language Understanding at: Natural
Language Understanding
Use the following steps to explore the demo:

1. Access the online demo here: Natural Language Understanding

2. Click on Proceed to Demo
3. Under the SAMPLE INDUSTRY DOMAINS heading, read the text given in
the Text box, and then click Analyze Text.
4. What is the overall sentiment of this piece of text?
5. Click Emotion, Entities, Categories, and Concepts to answer the following ques-
tions:
6. What is the prevalent emotion? Are there any other prevalent emotions?
7. What are the entities that Watson Natural Language Understanding has identi-
fied?
8. What categories are identified?
9. What concepts are listed?
10. Under the TRY YOUR OWN content heading, click URL.
11. Copy the URL and open the page in a new tab. What type of content is this?
12. On the Natural Language Understanding tab, click Analyze URL.
13. What is the overall sentiment of this piece of text?
14. Click Emotion, Keywords, Categories, and Concepts to answer the following ques-
tions:
15. What is the prevalent emotion? Are there any other prevalent emotions?
16. What are the first 3 keywords that Watson Natural Language Understanding has
identified?
17. What categories are identified?
18. What concepts are listed?
Optional:
Click on the Input Text and paste the following text into the Text box:

“Morehouse College, the private, all-male, historically black college in

Atlanta that counts Martin Luther King among its alumni, expects its
attendees to aspire to greatness. Soon, many in the graduating class of
2019 can start doing so, no matter the cost.
Tech billionaire Robert Smith's surprise pledge during his commencement
speech last weekend to pay off 396 graduates' college loan debts is a
potentially $40-million US game changer for a generation of
African-American grads. It removes an economic millstone that might have
otherwise limited their possibilities, or at least slowed their
progress.
The Morehouse class of 2019 has been spared what might have amounted to
decades of monthly payments. Smith delivered the kind of relief that can
pay dividends for a de-stressed cohort of young professionals. Social
psychology research suggests it could inspire a positive contagion
effect, with generosity trickling downstream from past grads to new
students.”
1. Click Analyze Text.
2. What is the overall sentiment of this piece of text?
3. Can you identify the college from the Entities listed?
4. Where would you look to find out what type of article this is?

Note:
The complete article can be read at: CBC News -‘Like Christmas every
day’: A billionaire’s pledge to erase this class’s college debts could echo for decades
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Rav Ahuja

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11-01 mar
26 WATSON KNOWLEDGE STUDIO

It used to be impossible for anyone without a PhD in Machine Learning to teach a computer to un-
derstand specialized terminology. If you've embraced cognitive computing, you know the value of
gaining insights from your unstructured data. But for specialized areas, in order to pinpoint the in-
formation you need, a cognitive system needs to be taught the unique language used. For example,
you need to teach the system what is a virus, a crash, or a worm, for your industry or domain, and
what are the relationships between these entities? Traditional technologies have relied only on pro-
gramming or creating rules to customize natural language systems. Now, with IBM Watson Know-
ledge Studio, you can teach Watson about your specific interest area faster through examples
without writing any code. What used to be measured in years, now is measured in weeks. Instead of
requiring PhDs in artificial intelligence, experts in any field can train Watson. To accelerate training,
you can pre-annotate documents using Watson Natural Language Understanding, specify rules, or
import dictionaries. Then you can fine-tune results to meet your requirements. Knowledge Studio
creates a machine-learning model based on your training. Watson can then learn on its own and
identify entities and relationships that go beyond your training. You use this model to build Content
Analysis applications using Watson Discovery, Watson Natural Language Understanding, or Watson
Explore. Watson Knowledge Studio helps you build a machine learning annotator or to extract in-
formation specific to your business requirements. Watson Knowledge Studio has built-in collaborat-
ive workflow, which allows multiple subject matter experts to work together, contributing to better,
more accurate, and more quickly developed solutions. Watson Knowledge Studio is a single interface
that can be used for the end-to-end development cycle of a machine-learning annotator. It does not
require data science expertise or any programming. Today, Knowledge Studio users have trained
Watson to identify critical content to stop cybersecurity attacks before disaster strikes, and under-
stand software support requests, and track down information about rare diseases. Across financial,
legal, technical, and environmental industries, applications using Watson Knowledge Studio can
identify new opportunities, trends, and threats.
27HANDS-ON LAB - WATSON KNOWLEDGE STUDIO
27.1 EXPLORING WATSON KNOWLEDGE
STUDIO

Estimated time needed: 10 minutes

Objective for Exercise:

 Learn how Watson Knowledge Studio analyze pieces of text, first with the Domain
model, and then with the Untrained model.
 Comparing the results for both models.
IBM provides an online demo of Watson Knowledge Studio at: Watson Knowledge Studio
Use the following steps to explore the demo:

1. Access the online demo here: Watson Knowledge Studio

2. Click on Proceed to Demo
3. Under the Auto Insurance heading, read the text given in the Annotations box,
and then go to the Use Case Box.
4. Click Covered Vehicle, Type of Incident, Parts of Car Impacted,Weather Condi-
tions and Accident Outcome and read their values that extracted from the text
given in the Annotations box
5. Then click on the Untrained model repeat above steps and compare the result of
both models
6. Which of the two models do you think is more accurate?
7. Under the Financial Analysis heading, read the text given in the Annotations box,
and then go to the Use Case Box.
8. Read and understand information that is extracted from the text given in the An-
notations box
9. Then click on the Untrained model repeat above steps and compare the result of
both models
10. Which of the two models do you think is more accurate?
11. Under the Drug Research Journal heading, read the text given in the Annota-
tions box, and then go to the Use Case Box.
12. Click Drug name, Classification, Clincial applications and Common side ef-
fects and read their values that extracted from the text given in the Annota-
tions box
13. Then click on the Untrained model repeat above steps and compare the result of
both models
14. Which of the two models do you think is more accurate?

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27.2 AUTHOR(S)
Rav Ahuja

27.3 CHANGELOG
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2020- Migrated Lab to Markdown and

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2022- Ratima Raj

2.1 Updated Lab Instructions
11-01 Singh

28 WATSON SPEECH TO TEXT

Speech To Text technology has been around a long time but current tools don't work for everyone.
IBM Watson is changing that. Most tools focus on transcription of short messages and search terms
from high quality audio. But what about other sources of audio, such as phone calls, meetings, and
broadcasts? What if we could do more with speech? Introducing IBM Watson Speech to Text. IBM
Speech to Text uses advanced statistical modeling techniques, developed over decades of IBM Re-
search and refined by ideas from cognitive computing to transcribe both high quality and lower qual-
ity audio from a wide variety of source material. It uses the technology behind Watson to automatic-
ally determine the most accurate result for words and phrases and present them with confidence
scores and other metadata. Call centers could transcribe millions of minutes of recorded audio auto-
matically allowing them to mine the information in the calls to identify issues to provide more value
to their customers and agents. No more having to furiously take notes during lectures and meetings.
Accurate speech transcription allows you to actively pay attention to the discussion. When the
meeting is complete, a transcription could be waiting for you, whether it be from an audio or video
recording. Using this technology, the full content of an entire library of recordings could be made
searchable without the need for human tagging. When combined with other services on the Watson
Developer Cloud, you can build even better cognitive applications. Watson Speech to Text is an API
based service that is specialized for converting human voice into text featuring a special data format.
The data that is returned includes not only the translated text, but also alternative translations along
with a confidence scores for each one of those translations. Out of the box, the service can translate
general utterances and works with many commonly used phrases. If you need Watson speech de-
tects to understand less commonly used words and phrases, perhaps those specific to your industry,
the service can be trained to recognize domain-specific terms. IBM provides access to a number of
software development kits available on GitHub for working with the Speech to Text service. Since
the service is hosted on the IBM Cloud it is scalable, allowing you to have multiple services working
in concert to translate very large numbers of speech into text. The service is highly customizable. It
can be trained through the API to recognize many words and phrases that may be specific to your
use case. Watson Speech to Text also supports a number of ways to connect to the service with
either live streams or pre-recorded audio. Most importantly, all of the data that passes through this
Speech to Text service is your data.
29HANDS-ON LAB: WATSON SPEECH TO TEXT
29.1 EXPLORING WATSON SPEECH TO TEXT

Objective for Exercise:

 Learn how to use Watson Speech to Text to transcribe audio.

IBM provides an online demo of Watson Speech to Text at: Watson Speech to Text.
The demo environment has a way you can provide audio:

 Play a sample file.

Use the following steps to explore the demo:

1. Access the online demo here: Watson Speech to Text

2. Click on the Proceed to Demo
 3. Click Play audio.
4. Observe as Watson Speech to Text transcribes the audio and detects
multiple speakers.
5. Click Alternatives.
6. Scroll down
7. How many alternatives does Watson provide?
8. How confident is Watson that this is the word “online”?
9. How confident is Watson that this is the word “help”?
10. In the Word Timing box, Scroll down.
11. What is the Word Timing of the word “return”
12. What is the Word Timing of the word “keep”

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Rav Ahuja

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Date Change Description
sion by

2020- Migrated Lab to Markdown and

2.0 Anamika
08-27 added to course repo in GitLab

2022- Shivam Ku-

2.1 Updated Lab Instructions
11-01 mar

30 WATSON TEXT TO SPEECH

Watson Text to Speech service enables your systems to speak just like humans. It is designed to con-
vert written text into natural sounding audio in a wide variety of languages, dialects, and voices. The
Text to Speech service includes a powerful real-time speech generation system. It's highly customiz-
able, and you can control very minutely, the cadence, emotion, and tone of the speech produced.
Out of the box, the speech engine is extremely accurate. Built to support a wide variety of use cases,
the service can synthesize across many languages and numerous voices, including different genders
and ages. The Text to Speech service supports the International Phonetic Alphabet and the IBM sym-
bolic phonetic representation notation, to enable you to construct very specific pronunciations for
terms, phrases, and words, that may appear in your use case. Watson Text to Speech gives you very
detailed control over the pronunciation of the different words and phrases that pass through the
service via a powerful customization interface. The Text to Speech service provides a REST API, which
allows you to submit text for speech processing on an as-needed basis. It also has a WebSocket in-
terface to enable you to stream audio output from the Text to Speech service in real time. There's
also Cross-Origin Resource Sharing or CORS support built into the Text to Speech service. This means
the service is accessible directly by any configured server or application without having to pass
through specific servers or proxy servers. So that you can work directly with the Text to Speech ser-
vice, subscriptions include access to software development kits and sample code available on Git-
Hub. All of these tools can be put together using the Speech Synthesis Markup link, which allows you
to incorporate notation into your customization of the Text to Speech service. Finally, when using
Watson Text to Speech service, you always maintain control and ownership of your data
31: WATSON LANGUAGE TRANSLATOR
The environments we live and work in, are becoming increasingly multilingual. Businesses must man-
age growing amounts of information that need to be accessed by speakers on various languages.
While human translators are high and quality, they are also very expensive, and cannot translate in
real time within software applications. Businesses need an affordable, automated way to translate
information, and they need to be able to tweak their translation models to account for language spe-
cific to their business. The IBM Watson Language Translator service enables application developers
to directly process translations using a simple standard REST API. Language Translator service offers
multiple domain-specific translation models. In addition, for texts with very specific terminology and
language, the service empowers users with three levels of customization. Forced glossary customiza-
tion allows you to upload pairs of matching terms in the source and target language. These pairs
completely overrule the original translation model. Parallel phrase customization allows you to up-
load a series of matching phrases in the source and target language. This differs from the force gloss-
ary customization, because it does not completely overrule the original translation model. Corpus
level customization allows users to upload a plain text file, that contains a body of text in the target
language, that is related to what you are translating. A monolingual corpus helps make your transla-
tions more fluent and human. Customers use our language translation service for things like trans-
lating large amounts of internal documents when human translators are too expensive, translating
external text like web pages, translating communications in real-time like e-mails, online chats, and
other multilingual communication. Language service providers also use the service as a first round of
translation to then be refined by a professional translator. Watson Language Translator is especially
useful when used along with other Watson services. Use Document Conversion to convert your PDF,
Word, or HTML documents, into plain text for input into the language translator service. Or, use Lan-
guage Translator to translate results from any of the Watson services with a Text Output. Watson
Language Translator service is easy to use, and integrates your current work processes. The service
makes it possible for you to access global markets easily by translating everything from, e-mails, so-
cial media posts, marketing materials, patent searches, and even your application's user interface.
Watson Language Translator service features Neural Machine Translation, which supports customiz-
ation in 14 language pairs. There was also a Document Translator service to translate documents
from one language to another while preserving file formatting and type. IBM respects that you own
your data. You can choose to improve future results by allowing the service to train using your data
which is not shared or made public, or by opting out, the data will not be used for general service im-
provements.
32 WATSON NATURAL LANGUAGE CLASSIFIER
Natural Language Classifier is text classification made easy. It applies deep learning techniques to
make predictions about the best predefined classes for short sentences or phrases, such as descrip-
tions, online reviews, job descriptions, or key skills listed in resumes. Use machine learning to ana-
lyze text, and label, and organize data into custom categories. Organizations use Watson Natural
Language Classifier to analyze product descriptions and organize products into categories on online
shopping websites, to sort job vacancies into groupings, or to analyze the language used in reviews
and categorize those into types. With Watson Natural Language Classifier, you can categorize social
media or analytics data, sort volumes of written content, evaluate the results, and identify key skills.
The tooling features help you to classify and analyze your data. Use classification for intent detec-
tion, creation of custom classifiers with confidence scores, chain classifiers, and to classify multiple
phrases in one API call. Use data updates to update your training data based on recent classification
results. Multi-intent classification helps you to extract intense from text, as well as separating and
grouping text at various levels by changing multiple classifiers. Natural language classifier is benefi-
cial because it allows you to scale your classified data through the tooling and API features. You can
leverage Watson deep learning as a service to train a natural language classification model on your
data at faster speeds and in larger quantities. With IBM, you maintain control and ownership of your
data as you grow your business with Watson AI.
33 MODULE SUMMARY
33.1.1 In this lesson, you have learned about Watson Services:

 IBM Watson provides a portfolio services, tools, and APIs to enable businesses to
use and develop AI powered applications.

 The Watson AI portfolio enables you to perform a wide range of tasks, including ac-
celerate research and discovery, enrich your customer interactions, scale expertise
and learning, and detect liabilities and mitigate risk.

 Watson is available on any cloud empowered business.

33.1.1.1 About AI Assistant services:

 Watson Assistant helps you to build chatbots and virtual assistants for a variety of
channels, including mobile devices, messaging platforms, and even robots.

 Watson Assistant combines machine learning, natural language understanding, and

integrated dialog tools to create conversation flows between your apps and your
users.

33.1.1.2 About knowledge services:

 Watson Discovery unlocks hidden value in data to find answers, monitor trends and
surface patterns with the world’s most advanced cloud-native insight engine.

 Watson Natural Language Understanding offers a suite of features for text analysis
extracting entities, relationships, keywords, semantic roles in up to 13 languages.

 Watson Knowledge Studio provides you with a way to teach Watson the language of
your domain with custom models that identify entities and relationships unique to
your industry.

33.1.1.3 About speech services:

 Watson Speech to Text converts audio and voice into written text for quick under-
standing of content.

 Watson Speech to Text automatically transcribes audio from 7 languages in real-

time, in real time or from recorded sources.

 Watson Text to Speech converts written text into natural-sounding audio in a variety
of languages, dialects, and voices.

 Watson Text to Speech enables you to construct very specific pronunciations for
terms, phrases, and words that may appear in your use case.
33.1.1.4 And about language services:

 Watson Language Translator translates text from one language to another, enabling
you to communicate with your customers in their own language.

 Watson Language Translator supports customization which can be especially help-

ful for translating technical terms.

 Watson Natural Language Classifier uses machine learning to analyze text, and la-
bels and organizes data into custom categories.

33.1.2 To learn more about the topics in this module, visit:

 IBM Watson

 Watson Assistant

 Watson Discovery

 Watson Natural Language Understanding

 Watson Knowledge Studio

 Watson Speech to Text

 Watson Text to Speech

 Watson Language Translator

 Watson Natural Language Classifier

Module 3 - More Watson AI Services

34 INTRODUCTION
In this Module, you will learn about some of the Watson AI services offered
on the IBM Cloud. You will understand how organizations can use Watson
AI services and the types of situations in which each service applies.

35LEARNING OBJECTIVES
 Describe Watson Data Services.

 Describe Watson Vision Services.

 Describe Watson Empathy Services.
 Describe Watson Life cycle Services.
o Describe Watson Compliance Services

36 WATSON STUDIO
Every business wants to work smarter. And to do that, you need to tap into your
company's greatest resource, your data. But extracting the full value out of your
data isn't always an easy process. First, you end up juggling an incredibly large
and complex collection of tools that are used for finding and cleaning data, ana-
lyzing and generating visualizations of that data, and using the data to build and
deploy machine learning models. And to make matters worse, these tools are
often a time drain to individually manage and can be difficult to integrate into
your system, which can really slow down the workflow. But not anymore. Us-
ing Watson Studio, you can simplify your data projects with a streamlined pro-
cess that allows you to extract value and insights from your data to help your
business get smarter faster. It delivers an easy to use collaborative data science
and machine learning environment for building and training models, preparing
and analyzing data, and sharing insights, all in one place. Watson Studio's easy-
to-create visualizations and drag and drop code put the power of database de-
cision making into the hands of any member of your organization, with no need
for IT assistance. And if you need access to open source tools, the environment
offers some of the most popular and powerful ones available. Watson Studio's
single environment also creates a workflow that's incredibly efficient. So data
scientists can share assets and work to solve problems within the system rather
than starting from scratch every time a new issue arises. And developers can
use that efficiency to quickly dive into building machine learning and deep
learning algorithms. In fact, in the area of deep learning, Watson Studio sup-
 ports some of the most popular frameworks and can deploy that deep learning
onto the latest GPUs to help accelerate modelling by making it easier to use.
The environment's built-in Neural Network Modeler also helps you build mod-
els with a simplified graphical interface even if you don't have the dedicated re-
sources to build a model from scratch. Watson Studio can help you get started
with modelling templates for areas such as visual recognition, language classi-
fication, and other tools from IBM Watson services. Because Watson Studio is
seamlessly integrated with the IBM Watson Knowledge Catalog and intelligent
asset discovery tool, you can transform data and models into trusted enterprise
resources, and collaborate with confidence without compromising compliance,
security, or access control. Watson Studio provides many benefits for organiza-
tions, helping to infuse AI into the business and drive innovation. You can train
Watson Studio with embedded AI services, including Watson Visual Recogni-
tion. You can customize your models and deploy them as APIs or Core ML by
using open-source tools like Jupyter, Notebooks, Anaconda, and RStudio. Wat-
son Studio supports most popular code libraries as well as no code visual mod-
elling with Neural Network Modeler. For designing neural architectures using
the most popular deep learning frameworks. In Watson Studio, you can inter-
actively discover, cleanse, and transform your data using Data Refinery. It helps
you understand the quality and distribution of your data with built-in charts and
statistics, and provides visualized results through interactive dashboards. Wat-
son Studio includes an intuitive drag and drop interface that enables a non-pro-
grammer to speed up the model building process by visually selecting, config-
uring, designing, and auto-coding neural networks. From development and
training to production and evaluation, Watson Studio tracks your models over
time to ensure you have the best performance for any given task, using the best
solutions across the entire life cycle of your machine learning models..

37 WATSON MACHINE LEARNING

Machine Learning is a subset of AI that uses computer algorithms to ana-
lyze data and make intelligent decisions based on what it has learned. With
Watson Machine Learning, you can use your own data to create, train, and
deploy machine learning and deep learning models. Watson Machine
Learning gives computers the ability to learn without specific programming.
The Watson Machine Learning Service is a set of REST APIs that you can
call from any programming language to develop applications that make
smarter decisions, solve tough problems, and improve user outcomes.
Watson Machine Learning is integrated with Watson Studio, enabling you
to integrate AI into your applications and processes. You can create differ-
ent models, use dashboards to compare results, and run automated experi-
ments and self-learning models with the integrated Watson Machine Learn-
ing engine. With Watson Machine Learning, you can create machine learn-
ing models using visual modeling tools and quickly identify patterns, gain
insights, and make faster decisions. Use Jupyter Notebooks with Python,
R, and Scala, or work with R in RStudio to build sophisticated analytic mod-
els trained with your own data. You can connect to more than 300 different
IBM Cloud and third-party data stores and harness the power of shared
data assets, notebooks, articles and more for collaborative development.
Design complex neural networks, then experiment at scale to deploy optim-
ized deep learning models within Watson Studio. Watson Machine Learn-
ing brings your organization the following benefits: It's easy and cost-effect-
ive to scale, regardless of the environment you're working on, public,
private, or hybrid cloud. It simplifies and automates much of the training
and deployment process, making your AI integrated products available
more quickly. And it comes with a wide variety of pre-trained models and
open data sets. Continuous feedback and performance monitoring help you
to manage your AI lifecycle.
38 WATSON KNOWLEDGE CATALOG
If you're like many businesses, it can be a struggle to organize and deal
with the complexity and amount of data that comes in your door, and to use
the most relevant data available across the business, let alone get it ready
for new AI workloads. Data professionals can't always easily find and ac-
cess the data they need. Very often, they spend more than 80 percent of
their time locating the right data which leaves just 20 percent of their time
left to use that data for analytics. With the complexity of new and emerging
data types, data professionals also have to take more time to examine and
sort through many new and different types of data. What's more, there are
many regulations about how you can use and share data which can further
slow down the process of using your data for growth. Luckily, there's a
solution to the chaos of finding, understanding, trusting, and sharing data,
and the resulting loss of AI based business opportunities. IBM Watson
Knowledge Catalog is a collaborative enterprise asset catalog that's de-
signed to discover and catalog enormous volumes of complex data and
analytic assets spread across multiple sources and provide advanced fea-
tures for collaborative work with data that helps to fuel new AI based busi-
ness growth. To help combat the issue of working with large amounts of
data that's spread out across the organization, Watson Knowledge Catalog
can connect to a diverse set of data sources, on-premises or in the cloud,
including RDBMS, NoSQL, file systems Hadoop, and more, so you can get
your hands on the right information wherever it lives, faster than ever. Be-
cause understanding and trusting your information is essential to delivering
quality AI and analytical results with confidence, Watson Knowledge Cata-
log uses the power of Watson technology to enrich its metadata index of in-
formation with classification, profiling, and quality assessment content, and
provides intelligent recommendations on the most relevant data assets that
meets your needs. To unlock access to the data that has been previously
unavailable to AI application development, Watson Knowledge Catalogs
active policy enforcement capabilities can control access to information as-
sets and support automatic and dynamic masking of sensitive data ele-
ments that unlocks information, and safely powers collaborative develop-
ment of all data for business growth. To enable your data for use in model
creation and training so you can accelerate AI for new business opportunit-
ies, Watson Knowledge Catalog curates and catalogs all kinds of analytical
and AI assets including structured and unstructured data, notebooks, mod-
els, dashboards, and more, and to support all forms of AI including ma-
chine learning and deep learning while ensuring that data scientists can de-
liver models efficiently. Watson Knowledge Catalog is tightly integrated with
Watson Studio, a single environment that manages the entirety of your data
at AI workflows.

39 WATSON OPENSCALE

AI is shaping the future of business. From chatbots and text analysis, to smart re-
commendations. Organizations in every industry are taking the first steps towards
adopting it. But many still see AI as a black box that spits out mysterious answers.
And because it's constantly evolving, the teams that manage it don't have the
time or the resources to keep up, let alone scale it. Enter IBM Watson OpenScale,
an open platform that gives businesses a clear accurate view of their AI systems,
helping them monitor and fine tune performance across their lifecycle. Let's take
an insurance company that's using AI to process claims. The system suggests re-
jecting an applicant who seems to tick all the boxes. How can the claims process
understand why? An explain ability feature enables them to get detailed answers
in terms anyone can understand, should customers or regulators ask. Traceability
lets them retrace the process step-by-step right back to the documents and data
the AI drew from. If harmful bias has swayed an outcome, a bias feature pinpoints
how it occurred and automatically mitigates it. With companies struggling to
bridge the widening skills gap, Watson OpenScale automates key aspects of the AI
life-cycle. This makes creating, scaling, and evolving AI models much simpler.
Within Watson OpenScale, a revolutionary technology called NeuNetS short for
Neural Network Synthesis, can quickly and automatically build models from your
latest data while recommending new models to be applied across your business.
Since Watson OpenScale is designed to be open, you can easily connect new mod-
els no matter how or where your existing AI was built. IBM Watson OpenScale
puts businesses in complete control of their AI's full life-cycle, giving them the
confidence to scale it and make fast accurate decisions free from harmful bias, all
while being open and easily plugged in to existing processes.
40 COMPUTER VISION, ITS APPLICATIONS, AND IBM
WATSON
Can you talk about Computer Vision and how IBM can help in that space? Com-
puter Vision is, of course, one of the most exciting fields within machine learning.
In fact, it was one of the first machine learning fields all together to be advanced.
If you take a look at the ImageNet challenge, about six or seven years ago when
Geoffrey Hinton from Toronto, actually, created the very first AlexNet neural net-
work. And when he actually used back propagation with a convolutional neural
network for the very first time and blew every other contestant in the ImageNet
Challenge out of the water, that was really one of the first real applications of ma-
chine learning. It really has its roots in Computer Vision. And that's one of the
main fields of machine learning, as well, that people are interested in. So Watson
provides a lot of different services when it comes to visual recognition, these sorts
of applications. Of course, as I mentioned, there's the Watson Studio where you
can create your own neural network, but there's also the dedicated Watson visual
recognition service. It has a lot of different pre-trained models. Like for example,
it has models that can help you recognize different kinds of food. It has models
that can help you recognize different kinds of objects, in general, on the ImageNet
database. And the best part is, that it also provides custom training functionality.
So you're not just limited to what Watson thinks you need, you can now go ahead
and take whatever your data is, like for example, take a picture of this power line,
does it need maintenance or not? Use these images, train Watson, and use the
power of transfer learning on Watson's already amazing neural networks in order
to get your data set trained on a model with very high accuracy in very, very little
time, in a very, very cost-effective way. So, Computer Vision is another field that
Watson excels in, both with your custom models, your custom data, and with pre-
trained models that Watson provides. Can you talk a little bit about some of the
applications of Computer Vision? Sure, there are lots of different applications for
Computer Vision. And I'd like to share just two of my favourite applications that
I've had so far. Now one of the main applications for Computer Vision technology,
if you take a look at it, and one of the most glamorous, I'd say, applications for
machine learning in Computer Vision, would be self-driving cars. Now that's one
that people can see, they can recognize, and they can relate with practically in-
stantly. Because it's something that everyone does. If someone drives, they un-
derstand the experience of driving and how Computer Vision could play a role
here. So for example, if you take a look, Nvidia has been very, very powerful tech-
nology when it comes to Computer Vision. They've been working on their own
custom neural network architectures. And they've got very powerful neural net-
works that can even, in some cases, do unsupervised Computer Vision for self-
driving cars. And Watson has all these capabilities, and it even makes it easier for
programmers to implement these algorithms because of, for example, the Wat-
son Studio. And I sort alluded to this in the past, but another great example of
how Watson's being used is to, for example, reduce human effort in many differ-
ent scenarios, like checking for maintenance of power lines. Now, right now if you
can imagine, there are teams of electricians that would actually need to go and
drive all across a power line, checking if there's anything wrong, and if they miss
something, well, they're going to have to do it all over again. And the thing is, this
is not a very, very efficient system. This is not easy. This is not cost effective. This
takes way too much time. And it doesn't get power back in people's homes very
quickly. But with Watson, you can actually have a drone that's either manually pi-
loted or completely automatically piloted that automatically goes throughout that
whole power line. Automatically takes pictures of what's happening on the
ground, analyses them and returns back whether or not this certain section needs
maintenance. This is really powerful technology that can reduce the amount of
effort that it requires for humans in a certain field.

41 WATSON VISUAL RECOGNITION

As humans, most of us experience the world through our eyes. We are experts at
instantly interpreting visual information into common language that we can share
and understand. Every business today struggles to understand and organize in-
formation quickly and accurately. Visual information is even harder. What if a
computer could do the same thing? What if a computer could see? Introducing
IBM Watson Visual Recognition. Visual Recognition understands visual data. It can
turn piles of images into organized information. However, as humans, we spend
our lives learning. Some of us become experts in a particular subject matter. If you
ask a sports caster, they will tell you that this is a New York team. A car salesman
will tell you that this car model is a hybrid. An insurance agent will tell you it's a
hybrid with a broken window. As humans, we learn. What if we could teach a
computer to do the same? Visual Recognition can learn any type of visual data,
training is easy. Simply send over a set of training images such as images of car
windows broken and unbroken, or images of a car model such as a hybrid, and im-
ages of other cars that are not a hybrid. Visual Recognition learns the differences
between the two categories. When it comes across a new image it hasn't seen be-
fore, it can distinguish which category it falls in. Is this window broken? Which car
does my customer prefer? Need to understand and organize piles of images?
Need to understand what your customers are posting about on Facebook? Just
ask Visual Recognition for the answer.Watson Visual Recognition is an image re-
cognition service that enables users to quickly and accurately tag, classify, and
train visual content using machine learning. The service includes tooling that util-
izes built-in capabilities, such as the ability to quickly classify images, as well as
the ability to build custom classifiers using the IBM Watson Studio. Watson Visual
Recognition models can also be incorporated into Apple iOS mobile devices by us-
ing Apple's CoreML framework. Flexible customization means that the service can
be trained with custom classifiers and connected to other services all while main-
taining privacy and security. The service is specialized for analyzing the visual con-
tent of images or frames for videos. It is very fast and very scaleable. If you have a
lot of images to analyze in a short period of time, the Visual Recognition service
can be scaled to handle heavy workloads. The Visual Recognition service gener-
ates keywords describing what it sees in images, and includes a number of fea-
tures such as the ability to identify thousands of different common objects that
are encountered in video frames or still images. The service also has the ability to
detect human faces and identify a multitude of qualities such as gender, and age
or facial features. There are many other models available for objects and categor-
ies such as food, text, and explicit images. If the pre-built models aren't fit for
your situation, you can create your own custom models. Custom models for Visual
Recognition are created using the IBM Watson Studio Custom Models, and can be
incorporated into Apple mobile devices using Apple's CoreML framework. The
visual recognition service allows you to go from images to insights with less effort.
You don't have to be a PhD in Computer Science to use the Customizable Image
Classification System in the Watson Visual Recognition service. With as few as 10
images, you can train your own custom image classification models. As always,
you maintain control and ownership of your data.

42 HANDS-ON LAB -IMAGE CLASSIFICATION

Objective for Exercise:

 Explore Computer Vision Studio

 Understand Image Classification
IBM provides various demos on object detection and image classification.
In this lab we will be working on a pre-trained Computer Vision model which analyzes
and identifies the picture you uploaded is a hot dog or not.
Click here to view the demo Computer Vision Studio
Use the following steps to explore the demo:

1. Scroll down and select Hot Dog or Not:

2. Once the demo is open, you should see the below screen:

3. Check what demo returns:

You can use Google to download the images to test the model.
 o Upload a Hot Dog image and analyze the result. Once uploaded the pre-
diction should be shown as below:

o Upload a Pizza image and checkout the model returns Not a hot dog

You may try uploading different images and check how good the pre trained model
works.

Note: You can check out more demos on CV Studio at the following link

42.1 CONGRATULATIONS ON COMPLETING

YOUR COMPUTER VISION LAB!

42.2 AUTHOR(S)
Srishti Srivastava
42.3 CHANGELOG
Date Version Changed by Change Description

04-
06- 2.0 Srishti Created Lab
2021

43 WATSON PERSONALITY INSIGHTS

The Watson Personality Insights Service enables organizations to understand per-
sonality characteristics, needs, and values, all from texts written by individuals.
With this service, you can gain insights from an individual's social media, enter-
prise data, or any digital data. You can tailor a customer's experience based on
how they write using that writing to tailor their experience to their particular
needs, wants, or personality. With the service, you can develop a detailed person-
ality portrait based on the Big Five Personality Model. The Personality Insights
Service allows social listening, where you can get both the semantic meaning as
well as a deeper analysis of your customer's text. You can understand a cus-
tomer's consumption preferences with built in functions of the Personality In-
sights Service. Using this analysis, you can tailor your social messaging for each cli-
ent based on their personality, on their needs, and their values. Once you've used
the service to score customers personality needs or values, you can then tailor the
presentation of products and user interfaces and other features to that cus-
tomer's particular preferences. The Personality Insight Service also supports a
number of different languages. The service is based on the Big Five Personality
Model, which is a scientifically validated model of human personality. With the
service, you can engage one-on-one with your customers and personalize their
experience with your enterprise by tailoring your communications to their partic-
ular personality, needs, and value. Each customer can receive a personalized set
of messages. With the service, you can analyse customer behaviour at scale. You
can build personality profiles for groups and populations of customers allowing
you to more effectively target products, services, and messages towards those
distinct populations. There's no training required to use the Personality Insights
Service. Out of the box, it's ready to go at recognizing your customer's personality
types, needs, and values.
44 WATSON TONE ANALYSER
People use various tones in daily communication such as joy, sadness, anger, and
agreeableness. Such tones can impact the effectiveness of communication in dif-
ferent contexts. The IBM Watson Tone Analyzer enables organizations to under-
stand emotions that are being conveyed in text. Tone Analyzer uses linguistic ana-
lysis to detect three types of tones from communications; emotion, social, and
language. That is emotions like anger, disgust, fear, joy, and sadness. Social
propensities such as openness, conscientiousness, extroversion, agreeableness,
and emotional range and language styles, for example, analytical, confident, and
tentative. One of the features of Watson Tone Analyzer is a general purpose end-
point where you can feed texts communication such as email, chat logs, text mes-
sages, etc. , into the service which will provide an analysis of the emotions and
tone being conveyed in those general purpose communications. It also has a spe-
cialized customer engagement endpoint that can be used for analysing customer
service interactions. You can use the analysis that you get from the Tone Analyzer
to adjust the tone of the content that is coming from chatbots from the customer
agent side. With the Tone Analyzer, you can conduct social listening so that you
can extract emotional and effective meaning from text. You can use it to monitor
social media to understand what customers are saying about a brand, and to de-
termine whom to target with specific messaging. The Tone Analyzer allows you to
personalize marketing communications with clients, enabling you to most effect-
ively communicate with clients based on their current emotional state. The Tone
Analyzer can also be used to measure the performance of your customer service
agents. You can use it to enhance customer service, allowing you to monitor the
reactions of your customers to provide them better quality service. You can use it
to escalate customer conversations when they turn sour or find opportunities to
improve customer service scripts, dialogue strategies, and customer journeys. The
Tone Analyzer allows you to analyses sentence level text. In other words, you
don't have to have a whole lot of text to analyses and get meaningful results. Use
it to analyse shorter web data such as email messages, or tweets, or longer docu-
ments, such as articles or blog posts. It can be integrated with a wide variety of
chatbots. The Tone Analyzer is accessible via a REST API, which allows a very easy
integration with many other services, including many of the services that Watson
offers, such as Watson Assistant, Speech to Text, or Text to Speech. It includes
support for numerous different languages.
45 WATSON COMPARE AND COMPLY
Watson Compare and Comply allows you to rapidly gather insights on the docu-
ments in your company, particularly when it comes to contracts. Select a contract
to process and examine. Watson Compare and Comply associates with each ele-
ment, effectively a sentence within the document, with several pieces of data and
allows you to rapidly find elements of interest within the document based on that
data. First is the set of categories associated with the element. The categories
define the subject matter of the element, for example, you can select both com-
munication and responsibilities, to find elements that have both of these categor-
ies associated with them. You can then easily move between the identified ele-
ments. Second is the nature and party of the element which describes the type of
action incumbent upon the indicated individual or group within the contract. For
example, you can choose to find all of the obligations that are incumbent upon
the buyer within the document. Then, as with categories, you can easily move
between identified elements, and of course you can combine them together. For
example, to find all the buyer obligations related to the category of payment
terms and billing, Watson Compare and Comply allows you to quickly and easily
unlock the insights within your contracts. These same capabilities, and more, are
available from Watson APIs. With them you can convert your documents from
their native PDF format to HTML, enrich them with the element classification
data, you just examined, compare them against one another, and more.

46MODULE SUMMARY
46.1.1 In this module, you have learned about data services:

 Watson Studio lets you build, train, deploy and manage AI mod-
els, and prepare and analyze data, in a single, integrated environ-
ment.
 Watson Machine Learning enables you to use your own data to
create, train, and deploy machine learning and deep learning
models.
 Watson Knowledge Catalog drives collaboration and transform
data and AI into a trusted enterprise asset through dynamic data
policies and enforcement.
 Watson OpenScale provides insights into AI health, recommends
next steps to improve outcomes, and orchestrates tasks to re-
mediate issues around performance, accuracy, and fairness.
46.1.1.1 About vision services:

 IBM developed some of the earliest computer vision systems.

 Some of the applications of computer vision include self-driving
cars and analyzing difficult to reach cabling for maintenance
needs.
 Watson Visual Recognition allows you to quickly and accurately
tag, classify and train visual content using machine learning.
46.1.1.2 About empathy services:

 Watson Personality Insights predicts personality characteristics,

needs and values through written text.
 Watson Personality Insights helps you understand a customer's
consumption preferences so you can tailor your social messaging
for each client based on their personality, needs and values.
 Watson Tone Analyzer understands emotions and tone in even
small amounts of text.
 Watson Tone Analyzer can be used to analyze the tone of online
reviews, enhance customer service interactions and improve cus-
tomer communications with chatbots.
46.1.1.3 And about compliance services:

 Watson Compare and Comply streamlines contract workflows to

save time and improve accuracy, and simplify contract gov-
ernance.
 Watson Compare and Comply identifies elements in each docu-
ment, and associates categories, and parties with those elements
so that you can analyze the relationships between them.

46.1.2 To learn more about the topics in this module, visit:

 Watson Studio
 Watson Machine Learning
 Watson Knowledge Catalog
 Watson OpenScale
 Watson Personality Insights
  Watson Tone Analyzer
 Watson Compare and Comply

Module 4 - Watson in Action

47 INTRODUCTION
In this Module, you will learn about common use cases for AI, and look at
some case studies involving Watson AI. You will also experience and
demonstrate AI in action yourself using Watson.

48 LEARNING OBJECTIVES
 Describe some real-world applications of Watson.
 Demonstrate Watson in action with a hands-on project.

49 WATSON AT WORK
In 2011 an IBM cognitive system won Jeopardy. Now cognitive systems are tack-
ling business challenges as varied as operations and healthcare. Let's see how IBM
Watson is helping elevator engineers. >> Hello my name is Watson, greetings
from the top of Q1 tower. You might be wondering how I got here, I did not climb
the 1331 stairs in this skyscraper. Instead, I took an elevator operated by Kone.
Everyday Kone helps to transport approximately one billion elevator and escalator
passengers throughout the world. And I am working with them to help ensure
smoothness with every ride. Elevators are being equipped with IOT sensors that
connect to the IBM cloud which I can analyses for wear and tear, bumpy rides and
the smallest misalignments. I can immediately alert maintenance crews of any is-
sues via their smartphones, provide probable causes and solutions and help them
run tests remotely. With this information along with data from structured and un-
structured sources, I can prioritize jobs and help technicians continue providing a
great passenger experience. With my help, engineers are fixing potential prob-
lems before they happen. Working together that can help Kone service techni-
cians speed up repairs and make rides smoother. This lowers your chances of
spending too much time in an elevator with a co- worker, I have heard that can be
awkward.
>> From the big city to a rural doctor's office, Watson can help.
>> So, you miss the big city?
>> I don't miss much, definitely not the traffic
. >> Excuse me, doctor, the genomic data came in.
>> Thank you. >> You can do that kind of analysis?
>> Yeah, Watson.
>> I can quickly analyse millions of clinical and scientific reports to help you tailor
treatment options for the patient's genomic profile.
>> You can do that, even way out here?
>> Yes, even way out here.
>> Watson and AI can be part of a wide range of business ventures, wherever you
are.

50 WATSON USE CASES

Toby, tell me tell me about some successful use cases. Yeah. Sure. So today, those
customers that are most successful their use cases fall into three broad categor-
ies. Those categories are going to be expanding rapidly. But the first one is really
enhancing your customer interactions, and these are internal and external cus-
tomers. The second one is how do I deal with business processes that may have
regulatory, compliance or legal ramifications for my business? These are large
complex documents, large complex regulations. Then thirdly is how do I enhance
my development and operations by DevOps Team and bring it into my organiza-
tion? So if you look at those three categories and the first one is really where AI is
pervasive today. How do I enhance my customer experience? How do I add value
to both my internal customers and my external customers? A prime example of
that is one of our customers down in Brazil, Bradesco which is one of the largest
banks in Brazil, and one of the first adopters, and really the first adopter in Brazil
of AI. They chose an internal use case. When I say an internal use case this is for
their advisors, talking to their customers. When a customer asks a question, and
their first use case is about a retail banking products specifically, that internal ad-
visor would have to go find the answer, whether it will be research on knowledge
base or finding another human. Today, Watson can answer 85 to 90 percent of
those questions on the spot for that advisor, so they can be more responsive to
their customer. That drives a lot of value for that customer, and also drives a con-
versation between that advisor and that customer that's less about finding in-
formation, and more about adding value. Interesting. For their specific problem.
Absolutely. Toby, you mentioned the second way that a lot of people are getting
started as through compliance. That's right. So when a compliance or regulatory
area, large complex documents, large complex topics regulation, so we're really
going to see a lot more of as we go forward is, how do I take these large complex
documents, and allow make my organization to do things more quickly, in a more
valuable way such as, we have customer of ours Cisco that uses Watson to inter-
rogate statements of work? Statements of work are contractual instruments
between an organization and a service provider, that layout typical contractual
terms but also obligations, pricing, requirements, all those things. Anybody who
has ever been in a world has dealt with statements of work, one of the challenges
is, how do I understand what my obligations are as a part of the statement of
work? Guess what? Watson now can draw out those obligations, but also how do
I potentially compare what a provider of mine is asking of me to what my stand-
ard terms are? That would require lawyers and a lot of reading. Now Watson can
do both the drawing out of obligations, and also the comparison and we're doing
that with Cisco today. Okay. So far just a quick recap. We have looked at conver-
sational assistance as one way to- That's right. -look at a use case, then compli-
ance for your client-oriented business processes. Then third, I think you were talk-
ing about using this within your organization, and that's like a Dev shop. That's
right. How do they bring it into their Dev shop? How do I bring it in and make sure
this isn't really a capability that I can use on an ongoing basis? So we just recently
announced and launched Watson Studio. Watson Studio is exactly that facility to
allow organizations to do that. It's a single place for builders and developers, to go
to build, and will have pre-trained models. We talked about those already a little
bit and that's going to be in there, but the real value is going to be, how can I
build my own models? How can I build my own models and deploy those to the
organization? There's going to be deep learning models and machine learning
models. But how can I build those within Watson Studio, but maybe even also
leverage some open-source capabilities and technologies that are out there today
that I already know very well in my organization? TensorFlow, Caffe, PyTorch, are
some of the ones that we support, and there's others that we can get you inform-
ation to as well. Then how do I develop that to a single experience? So my build-
ers- and I've used the word builders a couple of different times because we can
talk about developers, but Studio is focused on not necessarily deeply skilled. You
don't have to be a deeply skilled AI practitioner, this deskills it and allows you to
have more capability, more value for your organization. Therefore, it brings it to
more of the organization to do so.

51 WATSON IN USE AT BRADESCO

This case study represents just one of the successful implementations of
Watson AI services across the world. You may recognize this company and
the features in use from other modules in this course and the Introduction
to AI course. Read the case study summarized below.

Bradesco
Bradesco is one of Brazil’s largest banks, with over 5,200 branches. Before
they partnered with IBM to create an AI system, branch employees had to
call a central office for answers to unresolved queries. As the employee
waited, customer also waited, and sometimes those waits were lengthy.
Not good for any company in a highly competitive industry. Being IBM’s first
customer in Brazil brought meant that Watson not only had to learn Bra-
desco’s products in detail, it had to learn it in Portuguese – including cul-
ture, regional accents, and regional variations in question structure.

Watson uses a five-step learning process:

 Trained in Portuguese and in banking.

 Tested in a pilot roll-out with a limited number of branches.
 Launched for all employees in all branches.
 Got results and reduced response times from a few minutes to a few
seconds as employees began to trust Watson.
 Keeps learning and improving thanks to constant feedback.
After 5 months of training, Watson understood 100% of written questions
and 83% of spoken ones. After 10 months, the system was answering 96%
of all questions correctly. Now Watson is trained on 62 products and an-
swers 283,000 questions a month with a 95% accuracy rate, with just 5%
requiring calls for further assistance.

To read the full case study, go to Serving Millions, One-on-One.

52 WATSON FOR ONCOLOGY, CLINICAL TRIAL MATCHING,

AND GENOMICS
Each day, leaders, advocates, and influencers in health make powerful pro-
gress toward a healthier future. IBM Watson Oncology solutions can help
accelerate access to care by removing unnecessary barriers. Improve care
providers connections to essential knowledge, provide information to help
enhance evidence and clarity for clinicians as they consider care decisions
to help you achieve accelerated discovery, essential connections,
heightened competence. We do this by providing a suite of solutions for
your practice. Watson for Oncology can help you create evidence-based
patient-centric treatment regimens. As your healthcare system grows to in-
clude more doctors, teams, and locations, the regimens you rely on to
define treatment approaches may be shared inconsistently, informed by the
wrong information, or not aligned with the latest research. Watson for On-
cology can help identify and reduce variability by providing your clinicians
with information regarding evidence-based patient-centric treatment op-
tions, with dynamically curated content across guidelines, trials, articles,
and patient data. Watson for Oncology can help bring your clinical teams
valuable and relevant information regarding the clinical approaches that are
at the forefront of the industry. Each and every patient now walking into our
cancer centre go through the Watson for Oncology. When I go through the
outcome and the recommendation and the evidence, I'm not missing any-
thing for my patient. This is something which is going to throw up very high-
level evidence, personalized medicine at a very short time to my patient.
This makes me very reassuring that I'm up-to-date. It's cognitive intuitive
going to take care of everything of the patient without overlooking or mak-
ing any errors. Watson Clinical Trial matching can help quickly identify clin-
ical trials for the treating physician’s consideration. Clinical trials still require
significant time to evaluate open trials, analyses enrolment criteria, and de-
termine which patients fit which study. It can be difficult to identify the trials
your patients may be eligible for. With Watson for Clinical Trial Matching,
we can help eliminate the need to manually analyses complex enrolment
criteria. Which means you can help identify patients and present their treat-
ing clinicians with trial options with greater ease and efficiency. What's
more, you'll be able to automatically summarize patient's medical records,
comparing relevant characteristics to current protocols to quickly determine
which trials are best for which patients. You could conceive of Watson
could screen not only for our local trials, but trials nationally. I would note
that what our current practices screening every patient every day is a time-
consuming process and we would save a lot of time using the Watson Plat-
form. Watson for Genomics can help scale the power of precision medicine
at your practice. The time and effort required to locate information relevant
to the genetic profile of a tumour sample can be a hindrance and your path
to progress, and relying on cumbersome manual processes that can be
prone to errors biases and delays. This analysis can undermine your pro-
gram's effectiveness and scale. With Watson for Genomics, you can help
mitigate these concerns and streamline your process. With information that
integrates thousands of relevant articles and provides patient-centric thera-
peutic options. You'll be able to obtain information to help clinicians ana-
lyses genetic testing results, and make decisions about their patients per-
sonalized treatment plan. The beauty and the value of Watson for Genom-
ics is that it helps providers make sense of the enormous amount of mo-
lecular information that is available about their patients’ tumours, it makes
that information available quickly, and it surfaces the right insights that help
them make the treatment decisions that need to be made for the patient at
the point of care. There are countless examples now where this kind of in-
formation is truly changing the lives of cancer patients. That's the power of
Watson for Genomics.

53 READING: WATSON IN USE AT COCA-COLA COMPANY

This case study represents just one of the successful implementations
of Watson Services for Core ML across the world. You may recognize
this company and the features in use from other modules in this
course and the Introduction to AI course. Read the case study sum-
marized below.

Apple and IBM began collaborating in 2014 to make Watson AI ser-

vices and the Apple ML framework, Core ML, available through apps
on mobile iOS devices, even when they are not connected to a net-
work.

COCA-COLA COMPANY
The Coca-Cola Company is interested in the possible in-field applica-
tions of Watson Services for Core ML, and is exploring visual recogni-
tion for problem identification, cognitive diagnosis and augmented
repair of their beverage dispensing machines.

Previously, field technicians relied on their own expertise and experi-

ence to resolve issues with a wide range of beverage dispensing ma-
chines. On location, connectivity to the internet could not be as-
sumed – the client site may be rural, or the machine located in the
depths of a building where there is no data reception. This made ac-
cessing information for support and troubleshooting very difficult.

With Watson Services for Core ML, Coca-Cola developed an app that
uses visual recognition and augmented reality to help the technician
on-site. Using the app, the technician can use their iPhone or iPad
camera to diagnose system problems via a virtual overlay and guided
instructions pulled from the cloud. Watson Visual Recognition on the
device helps the technician identify unfamiliar systems and parts.

Data is captured as the technician is working on resolving the issue,

and that data is added to the cloud once the device has internet con-
nectivity, meaning information can be shared between field techni-
cians faster than ever before. Field technicians can now diagnose and
correct an enormous array of problems on-site, with little or no net-
work connectivity.

54 WATSON AT ADNOC
Digital technology is now starting to come into the oil business. The com-
mon practice was that we utilize our expert geologists who are limited in
number to describe all the classification of rocks, and ultimately identify the
right locations for our wells to be drilled. They love to capture knowledge,
transfer that knowledge to a younger generation. Artificial intelligence is the
way to go to help us meeting these targets. The time has come for the di-
gital transformation to come into the oil business. When we started out,
there was a very important question, "Can artificial intelligence really be ap-
plied to such a technical domain such as geology? " ADNOC and IBM are
now having this joint project to apply technology which is used to recognize
flowers to be applied into rock classification. We use the high resolution
photos to populate the database in the IBM software. IBM Watson team
were translating this into the image recognition model of Watson to accur-
ately describe the same level of our geologists. When we started testing, I
started to see the outcome. It was eye-opening for both sides. With this
technology, we can go into thousands of analysis per day. So it's not only
rock data, but it will go also to seismic data, and more and more areas to
come. We've already announced our plan for five million barrels per day.
The only way we can achieve this ambitious project is through technology.
We have gained and retained our expert knowledge into machine and then
we can utilize it in anytime with our young generations on solving a new
challenges. Digital transformation is about understanding our industry and
understanding our business better. Also, it helps us to retain knowledge.

55 WATSON IN USE AT KONE

This case study represents just one of the successful implementations of
Watson AI services across the world. You may recognize this company
and the features in use from other modules in this course and the Introduc-
tion to AI course. Read the case study summarized below.
 KONE
Elevators, escalators, and automatic doors ensure the passage of tens of
thousands of people every day in the world’s tallest buildings. To keep
people moving swiftly and safely takes an enormous amount of effort to
plan routine maintenance and resolve unforeseen issues quickly. KONE
services over a million elevators and escalators that move a billion people a
day.

KONE uses Watson to help monitor the condition of equipment and predict
maintenance and upgrade requirements, to help the customer manage
their equipment over its entire lifecycle. This means less downtime, fewer
faults, and more detailed information for maintenance crews.

56 WATSON AT LIVEPERSON
Like nobody really wants to make a phone call. Typically, email is a little too much.
So you want to do it in the ways that you want to which is messaging, text mes-
saging, Facebook Messenger, through the brand's app. Right now, it's a mess. A
brand has 8 to 10 touch points with a consumer across different social networks,
email relationship, call enter. For the first time, messaging is a platform that can
reach every consumer. The biggest problem, the primary one is this terrible legacy
voice system. So it's absurd that you have to spend 20 minutes or 30 minutes on
hold with a large company that you're paying or do business with them. So it's
both terrible for consumers, they can't stand 800 numbers voice calls, the IVR,
hold music, all these things that make people have see red, they're angry. Every-
body here has made a customer service phone call and you walk away and you're
like this is horrible. But think about that life as an agent. They're getting that con-
stantly from the other side of all day long, almost no breaks. So there's heavy at-
trition in that industry, it's upwards of 40 percent in some cases which is a very,
very large attrition number. Working with the Watson team has been amazing,
fantastic. With Watson's a leading, the leading AI out there. There's almost
nobody that's even close at this point in time. So when we take our leading plat-
form and a leading AI such as Watson and we pulled them together, it elevates
the platform to a much bigger level. In our system, Watson is like an agent itself.
Watson sits alongside human agents. If Watson can't answer something, the sys-
tem passes it seamlessly to a human agent. We're cutting costs for brands, we're
increasing conversations. More conversations are coming through. We're giving
agents a better job. We're allowing them to up level their jobs, we're allowing
them to think about things in the right way, and really use their intelligence across
the board in a better way. I've seen certain situations, very specific situations in
certain departments where we're getting to 80 percent of conversations being re-
solved by the AI. That's a pretty fantastic number. Agents are judged on things like
CSAT, customer satisfaction. You can do the same thing with Watson, virtual
agents, digital agents. They can and they should be measured just like humans. I
think that brands are going to be putting messaging front and center. We're going
to move into a future that there's going to be less apps and less complex website,
these all going to be inside a conversation. The brands that make it the most
seamless for to reach them on messaging are going to win. You can bring the best
of the AI world and the human world into a single system, totally seamlessly and
make customers happy. To the first time in history, you've had 100 percent access
to people, 100 percent of the time. That as a premise changes the way that
brands and consumers will interact with each other.

57 READING: WATSON IN USE AT WOODSIDE

This case study represents just one of the successful implementations
of Watson AI services across the world. You may recognize this com-
pany and the features in use from other modules in this course and
the Introduction to AI course. Read the case study summarized be-
low.

WOODSIDE
Woodside is Australia’s largest independent oil and gas company.
It’s an industry requiring absolute accuracy, and previously Wood-
side has relied on historical context and procedural information to
ensure precision. The problem is, that historical context is being lost
as the older generation of workers retires. So, the question for Wood-
side is how to retain that information in a way that is accessible and
useful for the current workers.

Woodside began a company-wide initiative to gather information,

especially from workers with years of experience nearing retirement.
They recognized the value in spending time to train Watson with that
data, and to teach Watson the natural language the staff use to pose
and respond to questions. This effort enabled engineers to quickly
become fully informed of what has been done and how an issue was
managed in the past. With Watson, time spent on researching has
been reduced by 75%.
At Woodside, Watson has engendered a change of mindset – retiring
workers are proud to leave their knowledge as a legacy, and younger
workers still benefit from their years of experience while making their
own contributions to the company knowledge base.

Like Bradesco, Watson at Woodside learned in five steps:

 Trained with over 600,00 pages of documentation.

 Tested the machine learning model was continuously updated
to be able to analyze a higher volume of records.
 Launched Over 80% of employees adopted Watson for their
day-to-day work.
 Got results Employees used to spend 80% of their time re-
searching problems and 20% fixing it. Watson has reversed that.
 Keeps learning Employees are encouraged to provide feed-
back, whether they’re brand new or have years of experience.
The aim for Watson at Woodside is to be innovative and grow. “The
biggest thing in oil and gas is health and safety, and Watson can help
us make better decisions to ensure that,” said Alexander Russo, an
IBM Cognitive Engineer.

58 WATSON AT HILTON
Hi, Connie. How may I help you? I am Hilton's newest concierge in training.
Thanks to a pilot project between Hilton and IBM. Hospitality is a really in-
teresting use case for Watson because inevitably, you have people who
need information. They need to find a restaurant, they need to find a park,
they need to get directions. We operate in a very crowded industry. So in-
novation is key. Innovation has to help solve problems operationally. Innov-
ation has to help our customers. It's an opportunity to do really delight cus-
tomers in ways that they don't expect. We're really excited about being able
to build out the cognitive learning capabilities with IBM and Watson. At the
same time, as we have Connie interacting with our guests. It's much more
natural. It's something that people can identify with as much more comfort-
able and something that allows them to have a more insightful interaction
actually. It allows us to really serve people, understand what they're looking
for, sense their emotions, sense their level of urgency. To be able to take
robotics and artificial intelligence and introduce it to the hotel business as a
way of helping us operate more efficiently, helping us to delight our custom-
ers, it's a big dream. What excites me about this partnership is the courage
of Hilton to try something new, the courage of wave laser to build on the
technology. So that courage is going to push us to continue to advance
Connie, and that's also going to allow the humans who work in those hotels
to go beyond that to help people even further by having Connie do the ba-
sic things. Goodbye. I hope to be able help you with Hilton Hotels again
soon.

59 MODULE SUMMARY
59.1.1 In this module, you have learned:

 The industries where Watson AI services are being used are

many and varied, including oil & gas, elevator maintenance,
healthcare, automotive, and many more.
 There are three broad categories of use case: Conversational as-
sistance, Compliance, and developing AI powered apps in-house.
 ADNOC are using AI to gather and retain knowledge from their
experienced workers, and to make it easily accessible to younger
workers.
 LivePerson are collaborating with IBM to create LiveEngage, a
single platform that integrates AI, chatbots, and human agents.
 Connie is a member of Hilton’s concierge team, providing natural
language assistance to hotel guests.
 Bradesco, one of Brazil’s largest banks, is using AI to improve re-
sponse time to customer queries.
 Coca-Cola Company are using Watson Services for Core ML to
provide their field engineers with a handheld repair assistant for
beverage dispensing machines.
 KONE are using IoT sensors in elevators to provide information
for an AI system that gives their maintenance team up to the
minute information.
 Woodside, Australia’s largest oil and gas company is using AI to
gather information from their retiring workforce, and make it easily
available for their workers.

60 OBTAIN IBM CLOUD FEATURE CODE AND ACTIVATE

TRIAL ACCOUNT
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