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scott_casualBy Scott Stainken

While we were at Mobile World Congress this year, IBM’s Watson computing system was sparring on the American quiz show Jeopardy!, and consequently generating a lot of discussion in Barcelona.

The most interesting and thought-provoking conversations I had centered on this question:  How can we apply Watson’s ability to gain meaningful insights from massive amounts of structured and unstructured data to the communications industry?

(I would like your thoughts on this.  Please post them in the comment section and I will read them all and respond to as many of as I can.)

Competing on a game show is interesting, but how can we use those capabilities to solve business problems?

The communications industry is dealing with an explosion of data in the connected world.  But we can turn a major challenge – escalating traffic loads and ever-increasing network and customer data – into a competitive advantage.  I can imagine several ways we might apply Watson’s Deep QA to solve problems and drive progress:

  • Each caller’s communications experience improves by applying analytics to manage network bottlenecks.
  • Customer interaction with the call center rise to a new level – one that is more customized with more natural man/machine collaboration.
  • Marketing departments provide instant, more highly customized offers and alerts based on customer location, context or preference.
  • Maintenance personnel trouble shoot complex operations problems from afar, reducing truck rolls and improving efficiency while cutting maintenance costs.

But perhaps even more interesting is to consider how Watson’s language processing and analytics capabilities might radically change the kinds of mobile services that can be offered to communications customers.

Will we one day be able to ask our mobile phones complex questions, like the quickest path downtown when three major intersections are blocked and it’s raining outside?  Will doctors be able to confirm a diagnosis using a smartphone?

What was most exciting at Mobile World Congress is that the question was no longer, ‘if’.  “What if a computer had the ability to understand human language, mine tremendous amounts of data, and confidently and correctly answer complex questions?”

The question now is, “How else might we apply such a capability?”

Do you have some ideas?  Let’s start a conversation by sharing them here… (Please post your comments and questions below and I will respond to as many as I can.  Thank you – Scott)

Scott Stainken is IBM’s General Manager for the Global Telecommunications Industry.

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Posted by: Harland Nozick
May 4, 2011
4:19 pm

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Posted by: Jourdan Burke
March 14, 2011
10:23 pm

I suggest a quick, low cost, AI method to eliminate errors such as “Toronto”

Watson uses DeepQA tuned for “deep analytics”. A Final Jeopardy Question: Category US Cities, “Its largest airport was named for a World War II hero; its second largest, for a World War II battle.” I’ve seen the memorial to O’Hare on one the on the concourses and said “Chicago”. Watson said ‘Toronto”. Ferrucci explained, “Watson, in his training phase, learned that categories only weakly suggest the kind of answer that is expected, and, therefore, the machine downgrades their significance.” Also, “..and it doesn’t make simplistic assumptions.” However, as Freud once said, “Sometimes a cigar is just a cigar”. Some questions are clear and simple.

I suggest that Watson first task just one server to search only a source that is recognized as quite reliable E.g. Wikipedia being the only search domain (which make need only 1TB of data). Make a short list of the 10 largest US Cities, find those cities with two airports, then search those airport names for “World War II hero”. If needed expand to 40 cities. This should take less than 0.3 seconds. Only if this fails; then use DeepQA. Moral, a simple AI technique can be used first with little penalty and, very likely, avoid “Toronto” class answers.

Additionally, if a high reliability answer (I.e. no conflicts with the within the Wikipedia data) is found in this first search (I’m naming this the “Freud search”) but the algorithms don’t trust the “Freud search” answer [FSA] the FSA is used as a QA/QC check for the DeepQA search. This should eliminate most of the erroneous “Toronto” class answers.

If this Freud search is not trusted, you can perform it in parallel to the DeepQA and it only costs 1 server. Why not do this?

Posted by: Gary J. Boos
March 11, 2011
5:42 pm

Interesting ideas have surfaced from many industries. We are working on applications for the healthcare and call centers. The idea that watson like capability could be used to find new solutions that might not be obvious will open new opportunities to help communications providers. I think a good example is smart phone support and concierge services. Devices are becoming very sophisticated and many times the user interface is not intuitive. It could be used to help navigate as well as provide services as suggested in steve’s note. I also think it could apply to many professional fields like law, clearly medicine and consulting in which we have vast amounts of information available but not easily accessible.

Posted by: Scott Stainken
March 11, 2011
4:03 pm

The possibilities are boundless in the fullness of time. For now, it seems to me that providing a voice recognition capability for IBM Watson would be a big step forward, whether applied to the healthcare diagnostics field (in which IBM Watson is already enlisted) or in mobile services such as direction-finding and GPS related applications.

Posted by: David
March 10, 2011
5:06 pm

How about an educational application? Watson could be fine tuned to be a virtual tutor. There’s always video games, say Watson becomes a robot friend that can be programmed to your desires and can interact with others in a virtual environment. The possibilities are endless.

Posted by: Kenneth Molyneaux
March 10, 2011
4:13 pm

In the communications industry Watson could review wireless blocked and dropped call data, transportation maps, construction schedules, building permits, sports and concert schedules, zoning information, data usage, and backhaul capability to offer suggestions on where and when to build permanent or place temporary towers as well as the connectivity requirements.

Posted by: Chris Weaver
March 10, 2011
4:08 pm

Seems one obvious use is in medical diagnostics.
Let Watson pour over studies, reports, historical and new, drug interactions, supplements, natural remedies, domestic and foreign, blood test results, family health history, etc.

There is way to much data for a Dr. to really digest, Watson could offer a short list with confidence level for a physician to review.

Posted by: Chris Weaver
March 10, 2011
1:53 pm

Now that Edmonton has won its Smart Cities award, I’m well and truly out of the loop; I was going to put my suggestion for #IBMWatson forward as a Smart Planets proposal. Maybe I still can?

Posted by: Ben Tremblay
March 9, 2011
2:57 pm

Perhaps one way we could help integrate this into the CSP world is by a blue button called “AskWatson” on cell phones like we have on some laptops (e.g. ThinkVantage) that could be used to resolve customer issues, network questions, or even just be a concierge service on how to use a smartphone or feature (how do I get my voice msgs?), but beyond usage to also get to the right info on the web (where’s the best overview of CSP2?) or even provide services that might be needed (tickets to the game tonight?). A combined customer care/google/concierge type service could be underneath the blue button that is pushed to resolve the request given verbally by the user in their native dialect. CSP’s could get the MDM’s to include as a common button or screen button and Watson could be implemented as a new service for consumers and for CSPs to drive new revenue as well as optimization of services.

Posted by: Steve T
March 9, 2011
9:17 am


Compliments for what has been achieved! I mean primarily in explaining the world, thru a game, how a machine can emulate specific human thinking and behaviours.

Paraphrasing Assimov in The Last Question, explaining Fiat-Lux may require a big intelligence. What I think would be a good first task for Watson is explaining back to the humans, when Watson “thinks” humans are “wrong”, in other words, where Watson inductice and deductive methods, while examining new knwoledge, finds contradictions to commonly accepted knowledge. “Po, de Bono was right”. Of course, the machine may be wrong many times, but, maybe, sometime in the future, Watson may point “contradictions” that as humans we should seriously consider…

Posted by: George Chiesa
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