Customer Support through Natural Language Processing and Machine Learning

Presented by

Robin Marcenac, Sr. Managing Consultant, IBM, Ross Ackerman, Dir. Digital Support Strategy, NetApp, Alex McDonald, SNIA CSI

About this talk

Watson is a computer system capable of answering questions posed in natural language. Watson was named after IBM's first CEO, Thomas J. Watson. The computer system was specifically developed to answer questions on the quiz show Jeopardy! (where it beat its human competitors) and was then used in commercial applications, the first of which was helping with lung cancer treatment. NetApp is now using IBM Watson in Elio, a virtual support assistant that responds to queries in natural language. Elio is built using Watson’s cognitive computing capabilities. These enable Elio to analyze unstructured data by using natural language processing to understand grammar and context, understand complex questions, and evaluate all possible meanings to determine what is being asked. Elio then reasons and identifies the best answers to questions with help from experts who monitor the quality of answers and continue to train Elio on more subjects. Elio and Watson represent an innovative and novel use of large quantities of unstructured data to help solve problems, on average, four times faster than traditional methods. Join us at this webcast, where we’ll discuss: •The challenges of utilizing large quantities of valuable yet unstructured data •How Watson and Elio continuously learn as more data arrives, and navigates an ever growing volume of technical information •How Watson understands customer language and provides understandable responses Learn how these new and exciting technologies are changing the way we look at and interact with large volumes of traditionally hard-to-analyze data. After the webcast, check-out the Q&A blog http://www.sniacloud.com/?p=296

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The Storage Networking Industry Association (SNIA) is a non-profit organization made up of member companies spanning information technology. A globally recognized and trusted authority, SNIA’s mission is to lead the storage industry in developing and promoting vendor-neutral architectures, standards and educational services that facilitate the efficient management, movement and security of information.