Customer Support through Natural Language Processing and Machine Learning

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

Abstract:

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. 

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