API

Mashup
Guide
Creative Solutions
to Unstructured Data
Social
Customer
Care

How it works Services used

The Natural Language Classifier can be used to help understand a
customers intent. It can understand what that customer wants to get
from the conversation. This classifier is trained on examples of previous
interactions to recognize broad categories or topics.
The Tone Analyzer service gives further insight into the customer
conversation. Sentence-level emotion scores help to pinpoint sources of
trouble and when an escalation might be appropriate.
Personality Insights helps provide a deep understanding of customer
personality characteristics, needs and values. In combination with
Watsons NLC and Tone Analyzer services, a full profile can be built to
help guide the conversation.
IBM Watson Natural Language Classifier, Tone Analyzer and
Personality Insights.
Challenge
Customers are turning to social media to get their questions answered.
Monitoring and engaging with the large volume of online interactions is a
challenge for many companies.
Solution
A combination of multiple Watson APIs can be used to help proactively
manage the online conversation around companies or brands. By
automatically highlighting the most frequent issues and gaining a deeper
understanding of customer needs, this tool can ensure that appropriate
actions are taken.
Conversational
User
Interface

How it works Services used

The Conversation service detects user intent according to a set of IBM Watson Conversation, Discovery, Tone Analyzer.
custom-trained categories. With this information, it can walk the user
through a process or converse with the user on a topic. If at any time
Challenge
the user becomes dissatisfied, Tone Analyzer can detect frustration and
take the necessary exit strategyfor example transferring to a live agent. Current self-service applications have users complete static forms with
Conversation on its own is optimized for the most common questions and little to no guidance, often leaving them lost or frustrated. Even when the
processes. By backing up the system with Discovery, you can handle the forms are clear and easy to use, they fail to capture users attention.
more difficult, specific questions about the business.

Solution
Watson provides a suite of APIs that allow customers to interact using a
chat interface. Using voice or text, customers can get the information they
need, as if they were interacting with a real person. With this technology,
its possible to replace FAQ pages and password reset forms. It can even
help reduce call center workload.
Social
Media
Monitoring

How it works Services used

The Natural Language Understanding services, such as sentiment
analysis, can be applied to text as short as one sentence, which makes
it perfect for social media. Posts are analyzed individually to determine
how people are talking about topics of interest, such as your brand,
your products, events or public figures. If the Discovery service is used
to extract this metadata, the results can easily be aggregated to find
trends and signals. Personality Insights complements Natural Language
Understanding by providing insight into the people involved in the
conversation. By studying the authors of social posts, you can answer
questions such as Are people who like our product outgoing? and
What type of personality seems most likely to recommend
our competitors?
IBM Watson Personality Insights, Natural Language Understanding
and Discovery.
Challenge
People are sharing more about themselves than ever before. Social
media is rich with data about consumer preferences, but theres so much
information that its difficult to find relevant and useful trends.
Solution
Natural Language Understanding and Personality Insights can extract
information from social media that can be useful for targeting products
and monitoring brands. Discovery allows you to easily aggregate this
information and look at historical patterns.
Multilanguage
Translation

How it works Services used

A user initiates the call and selects the source language, such as Spanish.
(In this example, assume that the target language is set to English.) As the
user is talking to the support representative, the audio is converted to text
using the Speech to Text service. Then using Language Translator, the
text is translated to English.
English language text is then sent to the Text to Speech service as input.
The output audio message is what the support representative hears.
All of this happens in near real time. The text from Speech to Text and
the Language Translator service also can be stored in a database for
analytics. The same process is repeated in reverse for the audio message
sent by support personnel.
IBM Watson Speech to Text, Text to Speech and Language Translator.
Challenge
A call center needs to provide support in multiple languages for its global
customers. Traditional business models require hiring people who can
converse in supported languages, which increases staffing costs.
Solution
With IBM Watsons Speech to Text, Text to Speech and Language
Translator, a support person, who might only speak in English, can provide
customer support in multiple languages.
What will you
build with
Watson?
Put the power of Watson in your apps with
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Learn about our services.
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Whats new? Questions? Events?
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Join the
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Community
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