SHARE



ABOUT THE AUTHOR


Michelle Burbick
Michelle Burbick is the Associate Editor and a blogger for No Jitter, UBM Tech's online community for news and analysis...
Read Full Bio >>
SHARE



Michelle Burbick | October 27, 2016 |

 
   

Cognitive for Everyone: IBM's Open Approach to Watson

Cognitive for Everyone: IBM's Open Approach to Watson A look at pertinent news coming out of IBM's World of Watson

A look at pertinent news coming out of IBM's World of Watson

"What will you do with Watson?" That's the question IBM asks in one of its video ads for its artificial intelligence, analytic powerhouse of a solution, as one use case after use case flashes by. Clearly, it suggests, the possibilities are endless.

Watson can be a hard thing to nail down. "Virtual assistant" is too limiting a description, as is "analytics engine" -- although Watson offers both capabilities. IBM describes Watson as a cognitive technology that can think like a human, enabling the analysis and interpretation of unstructured text, image, audio, and video data. Watson is capable of providing personalized recommendations through analysis of a user's personality, emotion, and tone, and leverages machine learning to make apps and systems smarter. And, Watson can improve interactions through the use of intelligent chat bots, IBM says.

IBM held its World of Watson event this week in Las Vegas, drawing upwards of 20,000 attendees to engage in more than 1,500 business and technical sessions around data insights and cognitive computing. I did my best to follow the news coming out of the event, remotely listening in on a few keynotes, reading up on press releases, and watching streamed interviews conducted by theCUBE. The announcements were plentiful, so stick with me as I break down the biggest news coming out of the event.

portable Watson Comes to Work

"The collaboration buzz is back at IBM," No Jitter editor Beth Schultz wrote back in July following two developments: IBM's appointment of analytics veteran Inhi Cho Suh to GM of Collaboration Solutions, and a partnership that would see the integration of IBM's Connections and Verse platforms with Cisco's Spark and WebEx solutions, all infused with the intelligence that IBM's Watson advanced analytics platform delivers. Well if things were buzzing in July, perhaps now a full roar is coming out of Vegas, with Tuesday's announcement of new categories of Watson solutions for professionals. These include cognitive solutions for marketers, driving improved audience targeting, sales conversions, and brand loyalty through Watson Customer Experience Analytics and the Watson Content Hub. For e-commerce businesses, there's the Watson Order Optimizer to help businesses fulfill orders and make use of all channels. For supply chain professionals, there's Watson Supply Chain Insights, which spots trends in data around supply chain patterns, alerting businesses to disruptions and time delays. There's even Watson Talent offerings for improving the delivery of HR services, recruitment, and talent retainment.

But of most interest in our enterprise collaboration space is Watson Work, which is a set of "cognitive powered" productivity applications and services that better enable employees to connect to the right experts, make sure they are using the most relevant content and insights, and work together in a simple way, as IBM described in a press release. Watson Work comprises Watson Workspace, which learns an individual's work and interactions habits and consolidates conversations from a variety of communications channels into one space. Through a feature called Moments, Watson's cognitive capabilities then highlight urgent action items, automates tasks, and provides context to users so they understand why certain posts and action items are the most important, IBM said.

Also part of the Watson Work offering is Watson Work Services, a set of cognitive APIs developers can leverage to add cognitive capabilities to products.

portable
Inhi Cho Suh, GM of Collaboration Solutions, IBM

"We're creating a brand-new category around Watson Work, ... a family of IBM applications and partner applications where we're going to infuse Watson into understanding you -- personally, contextually -- so it saves you time, it saves you energy, and you can focus on the things you want to get done and the more meaningful conversations that you have in your environment," Suh said in an onsite interview with theCUBE.

Workspace is pre-beta at the moment, but in releasing preview this week IBM officially signals its entry into the already flooded team collaboration market. Whether the cognitive computing capabilities serve to distinguish IBM in this space remains to be seen.

Partners Get In on Cognitive

IBM announced or showcased many big-name partnerships announced at World of Watson. They include:

  • Genband -- Earlier this week, Genband announced a partnership with IBM, as we covered in the post, "Can Watson Help IBM Put a New Face on UC?" In this alliance, Genband is adding real-time voice and video functionality to IBM's Connections Cloud to form a comprehensive unified communications solution. But as Greg Zweig, director of solutions marketing at Genband, told me in a call, "A lot of the challenge with UC to date has been that we're very good -- across the industry, not just Genband -- at creating new clients and new points of interaction, but to some level, I think what most of us would really like is to have less interaction. ... Just because we put it all in one place -- whether you have 300 messages in three places or 300 messages in one place -- there's still 300 messages, and that's part of the problem."

    This is where cognitive computing can come into play. An AI-fueled chat bot, for example, could filter those interactions and serve up just the 25 to 30% of messages requiring immediate attention, Zweig said.

  • Slack -- Announced yesterday, IBM and Slack are partnering to open up Watson to the Slack community of developers and enterprise users for use in creating things like bots and conversational interfaces. In addition, Slack said it will be infusing its own customer service bot, Slackbot, with Watson Conversation technology. The goal is to improve the accuracy and efficiency of troubleshooting performed with the bot on the Slack platform.

    The partnership also involves IBM building a Watson-enabled Slack chatbot aimed at helping IT and network operations teams more efficiently identify and resolve network issues, and it is developing a Botkit Watson middleware plugin for enabling the Watson Conversation service to talk to Slack and other messaging channels. This, and the intent to release application starter kits for the Slack platform, are aimed at making it easier for developers to integrate Watson services into Slack. Toward that end, IBM said internal marketing, design, and engineering groups have even begun using Slack for their work in creating new cognitive solutions for the Slack platform, and have promised to make lessons learned available as resources for developers.

    "We want Slack to become better and smarter the more you use it," said Slack co-founder and CEO Stewart Butterfield, in a prepared statement. "We want to make it simpler for people to keep up with the most important conversations and to supercharge their ability to find fast answers."

  • Apple -- We first heard about an IBM-Apple partnership in mid-2014, and saw the duo deliver the initial set of industry-specific enterprise apps for iOS by the close of that year (see, "First Fruits of the IBM-Apple Alliance"). Now IBM and Apple are bringing their partnership to a new level. IBM announced on Tuesday that it would be enabling professionals to combine enterprise mobile apps with IBM Watson to improve decision making. This means that the IBM MobileFirst for iOS apps, as well as custom-built apps from IBM, can now be integrated with Watson's conversational and cognitive capabilities.

  • Specifically, IBM said it has optimized its Conversation, natural language processing, and other Watson APIs to work with the new iOS 10 speech framework. This enables the apps to support conversational interactions and deliver deeper insights to users.

  • Cisco -- Meanwhile, the Cisco-IBM partnership carries on. While no news on this relationship came during World of Watson, Jens Meggers, SVP and GM for the Cloud Collaboration Technology Group at Cisco, did join IBM's Suh for an onsite inCUBE interview about their partnership. Speaking about how the introduction of cognitive is impacting everything, Meggers said, "It totally changes the game. When you look at it realistically ... IP telephony, email, and telepresence ... these were tools that were basically designed mostly in the '90s. And now with digital transformation, you need new tools. And we are at a very exciting time in this industry right now; we're at this breakthrough where we're designing complete new toolsets for this next generation of work."
Cognitive Intelligence Everywhere!

The announcements go on and on: IBM unveiled Watson cognitive services for its Cloud Video technology, introduced Watson Virtual Agent, a technology for building conversational bots. Outside the enterprise collaboration realm, it announced that is has partnered with OnStar to provide a cognitive mobility platform aimed at improving the driving experience, and it revealed that it would be expanding its partnership with Teva Pharmaceuticals to foster drug development and chronic disease management through the application of Watson. IBM Watson Education introduced a new alliance with Pearson to open up cognitive capabilities to college students and professors. IBM-owned The Weather Channel unveiled its new cognitive weather bot for Facebook Messenger, powered by... you guessed it, Watson. And finally, it announced its IBM Watson Data Platform, a "data ingestion engine" for data professionals.

Suh helped sum up all the news and IBM's strategic direction in her theCUBE interview: "... we've applied analytics to enterprise structured data ... [and] we're starting to put analytics on data outside the enterprise -- aka Twitter, weather. Now what I consider as almost the last mile is putting analytics on people and people interaction."

Because of the "dark data" involved, that's the "last hard piece," she added. "It's a cognition load that kind of impedes faster ways in which people can connect and work. And so being able to ... [infuse] cognitive to everyday email, everyday social networks, to blogs, to documents, to creations, new media content like video ... is really exciting."

So exciting, in fact, that Suh said she fundamentally believes that Watson is something IBM needs to share with everybody. "It's not just an IBM thing."

Follow Michelle Burbick and No Jitter on Twitter!
@nojitter
@MBurbick





COMMENTS



July 12, 2017

Enterprises have been migrating Unified Communications & Collaboration applications to datacenters - private clouds - for the past few years. With this move comes the opportunity to leverage da

May 31, 2017

In the days of old, people in suits used to meet at a boardroom table to update each other on their work. Including a remote colleague meant setting a conference phone on the table for in-person pa

April 19, 2017

Now more than ever, enterprise contact centers have a unique opportunity to lead the way towards complete, digital transformation. Moving your contact center to the cloud is a starting point, quick

July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.