IBM Adds Cognitive Flavor to Watson Explorer

By Darryl K. Taft  |  Posted 2014-10-29 Print this article Print
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"We've put Watson Explorer in the hands of our call center agents to equip them with a 360-degree view of the information they need, including self-performance reports and other analytics," said Farouk Ferchichi, corporate manager of Toyota Financial Services, in a statement. "With over four million customers, we recognize the importance of top-notch service and are committed to actively maintaining customer satisfaction. Watson Explorer gives agents the ability to get detailed metrics on their performance to identify strengths and focus areas to improve."

Watson Explorer will enable customers like Toyota Financial Services to maximize business opportunities by providing frontline workers with a more holistic view of their information landscape, the company said.

Watson Explorer connects information from a range of internal and external sources, analyzes that content, and looks for underlying relationships or patterns that help interpret information. It combines content and data from many different systems throughout the enterprise and public sources and presents it to users based on their role and current activities, which can reduce the amount of time spent looking for information and increase their ability to work smarter.

In today's information-rich environment, few important tasks can be completed with information from a single source—whether the task is to assist a customer, plan a marketing strategy for a new product or investigate a security breach. Watson Explorer brings data and analytics from many sources, as well as relevant cognitive insights to a user's desktop or mobile device, in a context-appropriate manner to enable them work with confidence.

Meanwhile, the growing volume of unstructured data represents untapped business opportunities. Documents, email messages, call center transcripts and social media are examples of the kinds of content that may yield a wealth of insights that can help improve business performance if gathered and analyzed by the right tools. Watson Explorer's content analytics capabilities enable users to uncover trends, patterns and correlations from unstructured information using natural language processing technology, delivering insights in hours or days rather than weeks or months. Those insights are then available to users in real time as a 360-degree view.

Watson Explorer also provides the ability to integrate a growing list of IBM Watson Developer Cloud services to leverage the combined strength of exploration, analytic and cognitive capabilities. As new capabilities are developed by IBM and exposed in the Watson Developer Cloud, they will be made available to qualified Watson Explorer users who license the Watson Developer Cloud services. The available services for integration with Watson Explorer at the time of release are Question Answer, User Modeling, Relationship Extraction, Message Resonance, Concept Expansion, Language Identification and Machine Translation.

Watson Explorer is currently available as two principal offerings. The Enterprise Edition provides search and 360-degree information applications across multiple sources, as well as the ability of qualified customers to license cognitive services from the Watson Developer Cloud to help enhance, scale and accelerate human expertise. The Advanced Edition includes all of the capabilities of Enterprise Edition plus advanced content mining and content analytics to help organizations take the next step with advanced content mining and analytics capabilities to aggregate, analyze and visualize massive amounts of unstructured content to expose new insights.



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