3. Enhancing Collaboration with Conversational Intelligence
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The document discusses IBM's Watson Workspace, which aims to provide intelligent workstream collaboration. It highlights key user problems like information overload and difficulty keeping up. The solution is described as providing capabilities, structure and intelligence to help users get work done together more productively. Watson Workspace uses AI at its core to understand conversations, recommend actions, and learn from team work. It is presented as a leader in industry-based collaborative workspaces. Example use cases are given for healthcare, supply chain, sales, and IT service management.
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3. Enhancing Collaboration with Conversational Intelligence
- 1. Collaborative Meetings with Augmented Intelligence
- 2. Core user problems: • Users are inundated with information from different/siloed tools and inputs • It’s difficult for users to separate the signal from noise • It’s hard to keep up/follow-up/stay aligned • Users spend far too much time searching & context switching • There has to be a better way!
- 3. 3 Business users have the capabilities + structure + intelligence they need to: • Get work done with others • Be more personally productive • Deliver outcomes faster “Intelligent Workstream Collaboration” The solution:
- 4. Health Care Developing & monitoring care plans for patients with doctors, provides and the care team. Supply Chain Supply Disruptions exacerbated by ‘dark data’ Sales Increase seller productivity, reduce time on non core selling activities IT Service Management System Incident Response and Service Uptime 4 Regardless of line of business, there is a need to resolve problems faster and to serve customers better
- 5. IBM’s Strategic Direction for Workstream Collaboration With Watson Workspace, IBM aims to be the leader in industry-based workstream collaboration • Special purpose, structured spaces, customized to the unique needs of different teams and critical processes within enterprises • Built on Watson, Workspace leverages AI at its core: • Understanding core business conversation • Ability to train on specific domains, and take focused action • Bring intelligence to integrated capabilities, such as built in video meetings • Learn from previous team work to help provide guided business outcomes Solutions-focused approach • Exploit IBM’s strength and depth in vertical industry solutions and services • Leverage strategic partnerships • Solutions powered by Watson Workspace IBM Watson Workspace & Work Services © 2018 IBM Corporation
- 6. IBM Supply Chain Insights with Resolution Rooms powered by Watson Workspace (Powered by Watson Workspace)
- 7. IBM Watson Workspace: Intelligent Collaborative Spaces IBM Watson Workspace Conversations Collaboration Spaces New : Video Meetings Understand Business Conversations Take Actions Trainable Extensible IBM Watson Workspace & Work Services © 2018 IBM Corporation New : Industry Solution Templates
- 8. 8 Understand Business Conversations Take Action Cognitive APIs App APIs IBM Watson Work Services Platform Conversation Discovery Compare + Comply Knowledge Query Tone Analysis Personality Insights Visual Recognition Speech Document Conversion Nat. Language Understanding Nat. Language Classifier + more... IBM Watson Coming soon: Template APIs IBM Watson Workspace Intelligent Workstream Collaboration Structured solutions Watson Workspace Platform Industries Applications CRM, Sales, Talent, Marketing, Service Mgt, IOT, Supply chain… IBM Watson Workspace & Work Services / IBM Corporation
- 9. IBM Watson Workspace Essentials Workstream collaboration with the built-in AI power of Watson • Persistent, group and direct messaging • File sharing and storage • Searchable history • Notifications + See who’s available • Native apps for all your devices • Apps & custom integrations • Open API’s for developers • Enterprise grade single sign- on • Built-in Watson AI technology enables users to focus on what’s important. IBM Watson Workspace & Work Services © 2018 IBM Corporation
- 10. How is AI used in Watson Workspace? Focus on what matters most Take action Streamline business processes Moments highlight what’s important to help you focus. Recommends actions you can take, using your tools, without leaving the conversation. Trained to understand the dialect of your industry and job role IBM Watson Workspace & Work Services © 2018 IBM Corporation
- 11. Watson highlights what’s important with Moments Pivot from a lengthy conversation To a smart summary with ‘Moments’ Moments automatically summarize team conversations, and highlight key action items. Actions, decisions and questions are identified and highlighted Conversations are summarized
- 12. Watson identifies actionable language : Action fulfillment To a smart summary with ‘Moments’ Watson automatically recognizes key insights and actionable language in the conversation and recommends next steps (in a private dialog) users can take in context, saving time and maintaining focus. Users decide what to share back with the space.
- 13. New! IBM Watson Workspace Plus Adds Video Meetings powered by Zoom • Easy for teams to meet live • One click to launch embedded rich video meetings experience in collaborative workspace (powered by Zoom) • Intelligent meetings (future vision) • AI based meeting summarization, powered by Watson • Automatically captures actions/questions • Catch up fast, even if you miss a meeting IBM Watson Workspace & Work Services © 2018 IBM Corporation
- 14. Any Workspace Plus user clicks camera icon to start a video meeting with space members 2 way video meetings in Direct Messaging are also available for all Workspace users, including Preview and Essentials
- 15. Other space members can then click camera to join the video meeting Max meeting size is limited by subscription of user starting the meeting in Workspace
- 16. Share screen or application with other meeting participants Whiteboard tool
- 17. Copy and share meeting URL in calendar, chat, email etc Allow non space members to join the meeting using URL link or dial in Spaces show where there are active meetings you may need to join
- 18. Meeting URL in chat
- 19. Click join meeting URLto view meeting landing page Join with Workspace desktop or mobile app Dial in to audio bridge from most countries Single click autodial of number and meeting id on mobile internet connected devices Click to join in using Zoom desktop or mobile app or Zoom room video conferencing system Meeting landing web page
- 20. How do Workspace meetings work? IBM Watson Workspace & Work Services © 2018 IBM Corporation 1. Plus licensed users can start a Workspace meetings in any of their spaces 2. After the last Plus user leaves, the meeting will end (5 min grace ending time) 3. Max meeting capacity in any Workspace meeting is calculated from the subscription type of the Plus user who starts each meeting 4. Meetings can optionally be opened to include non Workspace participants, including those joining by Zoom apps, phone calls or other end points. Customers should buy Workspace Plus subscriptions based on largest meetings users may need (25, 50 or 200 attendee meetings)
- 21. Workspace Plus (25 person mtgs) Workspace Essentials + Embedded video: 25 person meetings embedded in Workspace Multi-way video Toll dial in or IP audio Screen sharing Meeting recording* + Solution Templates* Workspace Essentials Chat, presence, files Cognitive Enterprise admin 2 way video Workspace Preview Persistent chat 2 way video $6 per user per month FREE $12 per user per month Workspace Plus (200 person mtgs) Workspace Essentials + Embedded video: 200 person meetings embedded in Workspace Multi-way video Toll dial in or IP audio Screen sharing Meeting recording * + Solution Templates* $20 per user per month Workspace Plus (50 person mtgs) Workspace Essentials + Embedded video: 50 person meetings embedded in Workspace Multi-way video Toll dial in or IP audio Screen sharing Meeting recording* + Solution Templates* $15 per user per month IBM Watson Workspace Plus Pricing Zoom Rooms Conf room integration, H.323/SIP Toll free and call me audio conferencing Webinars Optional Zoom add ons * Planned functionality – subject to change IBM Watson Workspace & Work Services © 2018 IBM Corporation
- 22. 2 2 • External collaboration architected into Workspace from start • No limits on who business users can invite into a space • Enterprise management for IT to control guests in spaces • License flexibility Free guest access to spaces (via Workspace Preview) Invite external non-Workspace users to video meetings (up to meeting capacity license limits) Watson Workspace managed guest access for cross-organization teams IBM Watson Workspace & Work Services © 2018 IBM Corporation
- 23. Why Zoom? Zoom is Top Rated By Customers Net Promoter Score (NPS) of 72
- 24. Partnering with Zoom • Leverage customers existing investment in conferencing systems with Zoom H.323/SIP connector • Introduce Zoom Rooms for low cost, bring your own hardware conferencing rooms • Large webinar support • Toll free calling options, etc. Zoom extends Watson Workspace Plus meetings reach
- 25. December, 2017 • Windows desktop app User experience • Multi-party video meetings for Workspace participants • Screen sharing • Whiteboard • Computer audio over IP • Dial in audio conf calling to meetings (toll) • Choice of 25, 50 or 200 meeting participant capacity offering plans • Only Plus users can start a space meeting • Essentials/ Preview users can join meetings up to capacity limit of Plus user IBM Watson Workspace Plus feature roadmap timeline March, 2018 • Mac desktop app • iOS mobile app • Android mobile app User experience updates • 2 way video mtgs in direct messaging • Meeting notifications • Share/ join meeting by URL link 2018 Workspace Plus Roadmap Meetings • Meeting recordings • Deeper UX integration for video • Intelligent meetings with Watson • Ongoing meetings updates Space template tools and APIs • Create and manage workspace business purpose and process Includes all of Workspace Essentials capabilities Adds Embedded video meetings Coming soon Industry solution templates IBM plans and designs are subject to change IBM Watson Workspace & Work Services © 2018 IBM Corporation
- 26. 2 6 What’s next? Workspace Plus Industry Solution Templates IBM Watson Workspace & Work Services © 2018 IBM Corporation Serve customers better, resolve key business problems faster • Build purposeful templates to enable teams to resolve critical issues
- 27. IBM Watson Workspace Plus Templates meet the repeatable patterns of teams • Easy to create and customize • Low code, open APIs and tools • Leverage standalone, or part of an existing solution • Extensible by clients, ISVs, SIs • e.g. IBM Supply Chain Insights with Resolution Rooms • Focus for increasing speed of resolution • Bringing specialized team together for specific business problems • AI to improve business processes • Learn from the collaboration to add to recommend content & add to existing content to improve for future cases. IBM Watson Workspace & Work Services © 2018 IBM Corporation
- 28. Insurance Security Customer Service Healthcare Sample Industries & Domains Banking/FinanceTelco Human Resources Industries Domains Sales IBM Watson Workspace & Work Services © 2018 IBM Corporation
- 29. 29 IBM Watson Workspace & Work Services © 2018 IBM Corporation As new information is updated in a business application, a new incident space is created and everyone on the team is kept up to date about the situation IBM Watson Workspace Templates Scenario: Resolving a Service Incident
- 30. 30 IBM Watson Workspace & Work Services © 2018 IBM Corporation Templates: Service Management Scenario Status fields in the workspace are updated to show the current state of the incident
- 31. 31 IBM Watson Workspace & Work Services © 2018 IBM Corporation Templates: Service Management Scenario Business applications can be queried using natural language and update the space, via app integration
- 32. 32 IBM Watson Workspace & Work Services © 2018 IBM Corporation Templates: Service Management Scenario • Users work collaboratively in Workspace and progress the incident and its status • Built in video meetings bring real time tools to accelerate resolution
- 33. More industry domain workstream collaboration examples Industry IT Service Management Health Care Human Resources Use Case Improved swarming of SMEs for reducing time to resolution and improving system uptime. Integrated collaboration capability for coordination of care specialists. Persistency of storing patient information. Streamline candidate review, interview and decision process Workflow Incident opens along with associated Space to track status of the issue, promote to video conference for even more direct collaboration. AI identifies knowledge base or existing tickets for solution suggestions. Health professional takes patient care notes, stores in Box securely. Creates a space to bring together experts and leverages AI interaction for bringing in treatment recommendations. Integrate talent platform with collaborative capabilities for interviews including AI assisted questions + Video capabilities and meeting recording + summarization. Sample Integrations ServiceNow Salesforce Service Cloud Box, Watson Health Watson Talent IBM Watson Workspace & Work Services © 2018 IBM Corporation
Editor's Notes
- Too much email, chat, messaging, content sharing, coming from too sources. What do I focus on? How do I avoid getting distracted (since every distraction takes so much time to recover from). There has to be a better way, and what we have seen over the last few years, is that IBMs leading AI platform, Watson should be able to help with these problems that humans simply can’t do on their own.
- We believe the solution to this is what we are calling Intelligent Workstream Collaboration. Workstream collaboration is a term that Gartner coined to define some of the newer team collaboration tools that have come to market. But we believe that those tools are simply bringing more noise. Yes, people like to chat, yes, people like to have conversations, but when you start using them for a while, it just becomes another place where we can get overloaded with communications. So we believe you need to bring intelligence to these tools so that we CAN be more productive.
- This is real today in IBM Supply Chain Insights- Resolution rooms features is built on IBM Watson Workspace and space templates
- So Watson Workspace is this idea of conversation/collaboration spaces that I can set up for my teams. I can work internally within my organization, I can work externally with guests, with clients, with partners. But the two things we like to focus on when describing Watson Workspace is the fact that because it is based off of Watson (and specifically its doing natural language understanding and processing) it understand business conversations. We’ll talk a little more about that.. And then part two is that you can take action. So if we’re understanding the business conversations that people are typing out and understanding what they are talking about, then we can actually make suggestions. So if we can identify actions, then we can take actions. And it’s extensible by linking it to specific applications - either third party applications or ones that are custom developed within an enterprise.
- There's 3 areas work where cognitive (artificial intelligence) comes into play here with Watson Workspace. Number one is making sure that you can focus on what matters most. As we’ve said we believe there's a lot of collaboration information overload, so how can we help you with all of that information out there focus on what matters to you and your job? Number two - how can you then take action? If we help you focus on what's important, how can you take action on what is important to you while staying in the flow of your work and not having to necessarily go to another tool to complete an action. And then all of this by streamlining the business process, and that really comes into play when we start training on specific industry or business dialogue.
- The two things to point out and to watch for here include this idea of bringing focus. I think we can all relate to the image on the left where we see a typical long conversation stream. Many of you no matter what tool you might be using from texting to messaging, conversations can go on, especially if you’re away from your desk for a few hours, working, getting your job, meeting with clients. How can you go to a team collaboration space and quickly get a summary of what went on when you weren’t reading step by step? We don't believe you should have to read every line item in a conversation and this is this idea of “Moments” which summarize conversations, pull out the key topics, and identify the actions for you so that you can quickly focus on those things that matter to you and skip over those that don’t.
- And then the second part of this is, again, understanding the natural language here is being able to interact with applications based on understanding the conversation. So here’s an example that’s showing that it understood that someone was looking for an opportunity and Watson Workspace is suggesting to you that you might want to integrate with your CRM. So instead of knowing that you're looking for an opportunity in Los Angeles and going to your CRM and searching, this is an example where the system is suggesting to you what you might like to look for.
- This slide is explaining how simple external collaboration is with Watson Workspace. Unlike some other tools in the market, managed guest access is built into Workspace from the start.
- Developer Preview – available as of March, 2018 https://developer.watsonwork.ibm.com/docs/get-started/coming-next
- Not mentioned: Sales