How may I help?

I need to change my flight out of JFK. My reference number is GZ2Y73.

Thanks. When would you like to reschedule today’s flight to?

Customer wrote:

I need to change my flight out of JFK. My reference number is GZ2Y73.

Watson is able to identify the customer’s intent by understanding the subtleties of language, including idiom, syntax and ambiguities — regardless of how the question is asked or what words are used. In this instance, Watson understands the intent is to "reschedule a flight."

When trained appropriately, Watson can extract key entities relevant to the domain in question and establish relationships between them to allow it to respond more usefully. In this example, it knows that "JFK" is an airport.


Watson's Confidence:

88%


Tomorrow. Same flight.

Ok. I’ve found a seat on the same flight tomorrow leaving JFK at 2:45pm and arriving ORD at 5:15pm. Would you like to book this flight?

Yes, please.

Ok. You’re booked for tomorrow leaving JFK at 2:45pm and arriving ORD at 5:15pm. There’s a $200 change fee. Should I charge this to your AMEX ending 1007?

Customer wrote:

Tomorrow. Same flight.

Watson extracts context by looking at previous exchanges in the conversation to ensure it responds with a relevant answer. In this instance, it understands that “Same flight” refers to the current flight times on the next day.


Watson's Confidence:

90%


Why do I have to pay a fee?!

I'm sorry, I can only waive the fee for platinum members.

Customer wrote:

Why do I have to pay a fee?!

Watson is able to extract a customer’s tone and tailor its response appropriately and empathetically. In this example, Watson understands they're angry and responds accordingly.

Watson is able to identify the customer’s intent by understanding the subtleties of language, including idiom, syntax and ambiguities, regardless of how the query is posed or what words are used. Here, Watson understands they do not want to pay a fee.


Watson's Confidence:

83%


I see. I forgot to ask, is that a business class seat?

Unfortunately, there are no business class seats left for tomorrow’s flight. May I help you with anything else?

Customer wrote:

Thanks. I forgot to ask, is that a business class seat?

Watson is able to identify the customer’s intent by understanding the subtleties of language, including idiom, syntax and ambiguities, regardless of how the query is posed or what words are used. Here, Watson understands they’re considering a seat upgrade.


Watson's Confidence:

88%


Can I bring a guitar as my carry on?

Here’s what I found: Guitars and other smaller musical instruments, such as violins, will be accepted as your free carry-on baggage item. These items must easily fit in the overhead bin in the cabin, based on available space at the time of boarding.

Did that answer your question?

Customer wrote:

Can I bring a guitar as my carry on?

Watson is unable to clearly understand the intent of the question, and it has a low confidence in response. If the Retrieve and Rank Add-On is used, it can search for an answer within the corpus of documents it has been trained on to deliver a textual response that matches the customer’s query.


Watson's Confidence:

44%


Yes, thank you. One last question. Will this give me enough points for a trip to Hawaii?

Let me connect you with someone who can answer that for you.

Customer wrote:

Yes, thank you. One last question. Will this give me enough points for a trip to Hawaii?

If after considering context, intent, and entity, Watson has low confidence in potential responses, you can choose to have it hand-off to a live agent.


Watson's Confidence:

20%