By looking at the intent, entity, and context in combination with other cognitive abilities, Watson analyzes the question and finds potential responses and ranks them with a confidence score. If Watson is confident in a response, it chooses the highest ranking potential response to answer the customer’s query.
If the confidence score is low, Watson looks for other options, including transferring the call to a human representative or searching for a possible answer within documentation.
Learn More About Watson’s Techniques
Watson extracts intent through an understanding of the subtleties of language, including idiom, syntax and ambiguities - regardless of how the question is asked or what words are used.
When trained appropriately, Watson can extract key entities relevant to the domain in question and establish relationships between them to respond more usefully.
Watson extracts context by looking at previous exchanges in the conversation to ensure it responds with a relevant answer.
When integrated with the optional Tone Analyzer service, Watson can recognize when a specific tone (joyful, confused, angry, frustrated, sad) is used, and tailor the response to be empathetic of the identified tone.
Retrieve and Rank
If Watson is equipped with the optional Retrieve and Rank Add-On and has low confidence in potential responses, it will search for an answer within the corpus of documents it is trained on before handing off to a live agent.
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