A new era of computing—The Cognitive Era—is taking shape right now. It promises monumental change; altering forever the way we create, manage, and deliver content.
Over the next two decades cognitive computing will radically transform every aspect of our field. It will change the way human beings around the globe live and work. It will change the way business solve problems and make decisions. And, it will provide us with powerful methods of enabling customer success.
The Cognitive Era is not science fiction. It’s science fact. It’s here today. Let’s explore the possibilities.
This presentation was given at Information Development World on May 17, 2017
Don’t miss our upcoming event, Information Development World: Creating Machine-Ready Content to be held on November 28-30, 2017.
http://www.informationdevelopmentworld.com
The Cognitive Era and the Future of ContentScott Abel
A new era of computing—The Cognitive Era—is taking shape right now. It promises monumental change; altering forever the way we create, manage, and deliver content.
Over the next two decades cognitive computing will radically transform every aspect of our field. It will change the way human beings around the globe live and work. It will change the way business solve problems and make decisions. And, it will provide us with powerful methods of enabling customer success.
The Cognitive Era is not science fiction. It’s science fact. It’s here today. Let’s explore the possibilities.
The cognitive era and the future of contentScott Abel
A new era of computing—The Cognitive Era—is taking shape right now. It promises monumental change—altering forever the way we create, manage, and deliver content. Over the next two decades cognitive computing will radically transform every aspect of our field. It will change the way human beings around the globe live and work. It will change the way business solve problems and make decisions. And, it will provide us with powerful methods of enabling customer success.
The Cognitive Era is not science fiction. It’s science fact, and it’s here today.
Enterprises that use artificial intelligence to audit their expenses, invoices, and contracts reduce spend, comply with policy, and streamline process. This report shares findings based on aggregated, anonymized data from AppZen direct enterprise customers. The report covers average audited spend, high-risk spend, spend-oriented regulatory violations, non-compliant spend, expense policy benchmarks, the spend audit process, and key takeaways for finance teams.
The Cognitive Era and the Future of ContentScott Abel
A new era of computing—The Cognitive Era—is taking shape right now. It promises monumental change; altering forever the way we create, manage, and deliver content.
Over the next two decades cognitive computing will radically transform every aspect of our field. It will change the way human beings around the globe live and work. It will change the way business solve problems and make decisions. And, it will provide us with powerful methods of enabling customer success.
The Cognitive Era is not science fiction. It’s science fact. It’s here today. Let’s explore the possibilities.
The cognitive era and the future of contentScott Abel
A new era of computing—The Cognitive Era—is taking shape right now. It promises monumental change—altering forever the way we create, manage, and deliver content. Over the next two decades cognitive computing will radically transform every aspect of our field. It will change the way human beings around the globe live and work. It will change the way business solve problems and make decisions. And, it will provide us with powerful methods of enabling customer success.
The Cognitive Era is not science fiction. It’s science fact, and it’s here today.
Enterprises that use artificial intelligence to audit their expenses, invoices, and contracts reduce spend, comply with policy, and streamline process. This report shares findings based on aggregated, anonymized data from AppZen direct enterprise customers. The report covers average audited spend, high-risk spend, spend-oriented regulatory violations, non-compliant spend, expense policy benchmarks, the spend audit process, and key takeaways for finance teams.
Care 2027: Be The Ocean, Not the Wave | Digital Summit 2017 Opening KeynoteArturo Pelayo
The slide deck was prepared for the Royal New Zealand College of General Practitioners' Digital Summit 2017.
This was prepared as an Opening Keynote (35min) to set the tone for the day sessions, panels and workshops.
Security in the Delivery Pipeline - GOTO Amsterdam 2017James Wickett
Security testing is often relegated to the end of software delivery to the detriment of quality and safety. Often security gets aligned with compliance timelines or other long-cycle process inside an organization. This session is complete reversal of the status quo and we will cover modern approaches to security in your CI/CD pipelines.
You will gain experience with some of the testing tools and processes needed to make this happen. We will also cover some advice for dealing with compliance and security engineers as you make a transition to TDD-style approach to security.
The slideshare of the tweets and slides containing small solutions to the energy challenge inspired by behavioral economics, presented at the Small Climate Summit by Hivos in Amsterdam on the 1st of december 2011.
SEO - Moving the dial #BrightonSEO - September 2016Berian Reed
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SearchLove Boston 2018 - Casie Gillette - The Power of Data: 15 Keys to a Suc...Distilled
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Success factors in a thriving Yammer network - DWCAU 2019Rebecca Jackson
“Build it and they will come” is a common misconception about Enterprise Social Networks, and Yammer is no different. Simply turning it on, flicking the switch or implementing is unlikely to provide the tangible business benefits you and your executive team expect.
At NEXTDC Yammer is an important and central business tool, this didn’t happen by accident. From day one curation of the network and deliberate activities have supported the growth of this thriving network.
In this session
Rebecca will share tell the story of NEXTDC’s Yammer journey over the past three years and what has been the key to their success including:
• Benefits of an enterprise social network
• Setting up for success
• Activities which drive engagement
• Lessons learned along the way
Nearly two-thirds of Americans are now smartphone owners, and for many, their smartphones are a vital entry point to the online world, according to a survey released this month by the Pew Research Center. That means today’s savvy small businesses are looking for a winning mobile website strategy—a key trend in online marketing, according to Will Scott, CEO and co-founder of Search Influence, the largest online marketing company on the Gulf Coast. Scott discussed this strategy as a featured speaker at the 2015 Local Search Association Conference in Los Angeles, Calif., Monday, April 20.
“Small businesses must pay attention to their mobile strategy in order to continue to attract customers,” Scott said.
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The slide deck of our upcoming #ATWS2015 session in Chile, exploring how travel brands and destinations can use smart content strategy to build audiences and drive leads & revenue.
The physical digital future, razorfish & auspost at adtech sydney 2013Ben Hourahine
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This presentation explores the transformational journey Australia Post is undertaking as it bridges digital technology into the country’s biggest physical network.
Exploring the emerging ‘grey’ space that exists between online and offline business activity, it discusses the strategic approaches, learning and initiatives within this program of work and our perspective on this emerging physical digital future.
Content:
How to effectively bring digital into physical product networks
Strategies for future business based on physical digital interaction
Insights into what tomorrow’s network will look like
Is your social media strategy effectively building community and affinity for your
university? We’ll cover how to optimize your social strategy by deconstructing content,
platforms and analytics. This session is more than what and why we post… it’s how.
We’ll also provide resources for managing social as a small team (even teams of one).
Stories on Instagram, Snapchat and Facebook are here to stay. Mobile, temporarily and personal content. How do fashionbrands use them? And how can you use them?
My talk from the 2018 Information Architecture Summit in Chicago on March 23rd. You can find the video and audio of this talk on my website at http://www.andyfitzgeraldconsulting.com/speaking/prototyping-ia
Project Operation - Improving complex systems without killing the patientBrandon Ward
Greenfield projects are the BEST! But most of the time we’re asked to take an existing app, site, or platform and improve it. But how do we effectively address all the design and technical debt inherent in legacy systems without bringing it all crashing down upon us?
In this talk I’ll share insights, ideas, and strategies I’ve used over the years to strategically and successfully effect meaningful change in large (and small) systems without breaking the bank, the system, or the team.
We aim to create high-quality content. We really do. But, more-often-than-not, we fail. We understand that high-quality content must be clear, concise, and consistent in voice, tone, and terminology. We also know that it’s supposed to be easily findable, accessible, retrievable, and relevant those who need it—delivered when, where, and how they prefer it.
Crafting content that follows the rules (grammar, punctuation, linguistics) isn’t good enough. Our content also has to be helpful.
In this fast-paced talk, Scott Abel describes what it means to be helpful. You’ll discover how understanding the power of explanation
Presented November 27, 2018, at Quadrus Conference Center for Information Development World 2018.
Reimagining and reinventing customer support is expensive and hard. We hear that all the time. But it doesn’t have to be. In fact, if you do it “right” it can be fairly cheap and fun. In this session, we will look at using a Design Thinking approach to imagine new realities, create prototypes quickly and cheaply, and iterate on this to create a roadmap to your transformation.
Perhaps most important is that we will discuss some of the freely available tools that will help and guide you through the Design Thinking landscape. Unlike most speeches, we will give you specific, tangible baby steps to take once you get back to your own work lives.
Three Takeaways
1) Understand the power of Design Thinking
2) Imagine what Design Thinking can do for you
3) Know what tools are available and where to find them
Presented November 27, 2018, at Quadrus Conference Center for Information Development World 2018.
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Part 1: Assessing the Current State: Needs Analysis and Information Gathering
Learn how to assess the current state of your technical support content by looking through the lens of content strategy and content engineering.
Traditionally, technical details about products and services were considered to be post-purchase content. Technical information — the stuff contained in owner’s manuals, user guides, and other instructional materials — was provided to consumers only after they purchased a product or service. However, that’s changing as companies recognize that prospects often search the web for technical content to make purchasing decisions.
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Part 1: Assessing the Current State: Needs Analysis and Information Gathering
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Traditionally, technical details about products and services were considered to be post-purchase content. Technical information — the stuff contained in owner’s manuals, user guides, and other instructional materials — was provided to consumers only after they purchased a product or service. However, that’s changing as companies recognize that prospects often search the web for technical content to make purchasing decisions.
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Presented November 27, 2018, at Quadrus Conference Center for Information Development World 2018.
Moderated by Paul Perrotta with Panelists: Michael Rosinski of Astoria Software, Julie Newcome of Ultimate Software, Joe Gelb of Zoomin Software, Ray Gallon of The Transformation Society, Alex Masycheff of Intuillion, Ltd., and Anna N. Schlegel of Net App.
Budgets are tight. Times are lean. But you know you need to improve your Technical Resource Center. You could just hope it happens. Or, you could learn from the lessons of those who have gone before you. In this fast-paced panel discussion, Paul Perrotta will ask a panel of seasoned professionals for advice on how to pitch your ideas and secure funding. The panelists discuss the pitfalls to avoid, and they’ll share approaches, pro-tips, and advice to help you get what you need.
Ryan MacCarrigan’s keynote covers the growing role of Agile Development and Lean in the context of content development and delivery—where complex content is the “product” and the end goal is to shorten cycle times, eliminate waste, or improve measured business outcomes without sacrificing quality or accuracy.
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How to structure strategic content development in a similar fashion to the Agile product development lifecycle
How the “Build-Measure-Learn” framework of Lean Startup fame can be applied to rapid content testing and delivery
How developing a Lean mindset can help content-driven organizations break down silos and “Fail Fast,” improving overall institutional knowledge.
Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
My colleague and I managed a team of 5 to 7 writers, using Agile processes to successfully overhaul a Help system for complex genetic sequencing software in just over six months. The approach uses 3 weekly sprints that gets each writer 1) analyzing and identifying gaps in existing content 2) writing and updating content, and then 3) peer editing and revising content. The sprints overlap so that every week each writer is actively writing, peer reviewing and editing content.
Facing deadlines for frequent quarterly releases, we used Excel spreadsheets and OneNote notebooks to record meeting notes, topic TOCs and assignments, rather than a more administrative intensive ticket-based system (such as JIRA). Writers, whose skill levels ranged from junior to senior, learned how to use the software through hour-long question-and-answer group sessions with SMEs.
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Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
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Effective page design is often overlooked in the development of technical information. Studies have shown that the visual design of information has an immediate and lasting visceral impact on both credibility and usability. Good page design ensures that information is easy to find, read, understand, and remember. The science of human visual perception and attention provides a foundation for understanding traditional design elements and principles, and how they can be combined to ensure high-quality, effective information development.
Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
Before you’re ready to answer your customers’ questions, you need to ask some of your own: Where is the information leaking out of my content? How can I capture the human intelligence that went into writing the information in the first place? Where does my information development process have too much friction?
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Translation Commons is a nonprofit aiming to be an online one-stop community for all information relating to translation and localization. How do you organize content for an entire industry? How do you create a website structure that allows users to find the information they need, even when it’s a needle in a haystack?
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Presented November 28, 2018, at Quadrus Conference Center for Information Development World 2018.
Workshop Part 2: Creating the Future State: Enterprise Content Creation, Structure and Distribution
Learn how to plan and implement a future state of enterprise content creation, structure, management, and delivery for a modern technical resource center.
Traditionally, technical details about products and services were considered to be post-purchase content. Technical information — the stuff contained in owner’s manuals, user guides, and other instructional materials — was provided to consumers only after they purchased a product or service. However, that’s changing as companies recognize that prospects often search the web for technical content to make purchasing decisions.
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Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
More and more we’re seeing data that indicates we need increased focus on improving our clients’ experience with technical content. But, how do you know what to focus on and where to target first? Introducing a content analytics toolbox that we rolled out to our IBM Cloud content contributors. The toolbox includes a variety of tools that authors can use to identify what content to work on and how to measure content improvements.
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Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
Your customers demand reliable customer service and don’t have time to waste with poor self-serve support portals that contain less helpful content than they should. Many customer service agents suffer from a lack of good warrantied product information and spend a lot of time copying and pasting information from PDFs, emails, and websites. The technology they use seems to be in constant flux yet access to the information they need doesn’t seem to get that much better. There has got to be a better way.
What if there was a better medium for finding, using, and exchanging the highest value content in your organization? Microcontent is a basic building block of good product documentation. When it can be broken out of that content, it can be used in many ways to feed other documents, FAQs, emails, knowledge bases, and even chatbots. Microcontent is also an ideal level of granularity to contribute and curate new source information to be used across the enterprise. So what is it and how does it work to provide a better customer service experience? Attend this session to gain more insight into microcontent and how it can help.
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Mayo Clinic’s mobile app serves as both a resource for patients who depend on it for tasks like viewing lab results and making appointments and as a health engagement tool to keep the brand top-of-mind for anyone who might need Mayo Clinic services someday.
In this case study, find out how a Mayo Clinic team converted a huge library of health information to an engaging, mobile-friendly content experience. Learn how core content has been enhanced with hundreds of original visual and editorial pieces – built using a repeatable process geared for high-volume production. Explore how new features like mobile notifications and content search have addressed user needs while driving to new app downloads, now 1 million+ and counting.
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2) Simple curation and metadata strategies for delivering a seamless experience using multiple content sources
3) Tips on creating mobile-first content for short attention spans
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
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Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
Building a conversational interface that people actually want to use can be tough a process. From understanding what users enter to providing logical responses, there’s a lot to create a successful experience. This presentation provides tips for designing conversational interfaces and the content that powers them. If you’re considering adding chatbots or voice-activated devices to your content delivery strategy, this session is right for you.
Takeaways
1) Tips for designing conversational interface
2) Tips for writing conversational content
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
Most chatbots are rule-based. A rule defines that if certain keywords occur in the user’s question, a certain piece of content should be displayed. For example, “if the question includes words ‘replace’ and ‘battery,’ show the topic about replacing a battery.”
While this method is easy and relatively cheap to implement, it covers only simple use cases. It may work perfectly well if the amount of content is small and it’s not frequently updated. But what about a case when the procedure of replacing a battery is different for different product models? Or what if it’s different depending on the user’s role, and there are multiple possible roles and their combinations? You’d have to explicitly add rules for each variation and instruct the chatbot about the questions the user should be asked when information required for a precise and relevant answer is missing in the user’s question.
On top of that, every time you add new content, you have to manually add new rules. In the long run, rule-based chatbots are expensive and difficult to maintain, if the amount of content is significant and it’s frequently updated.
Another approach is to build a knowledge map of the subject domain which would automatically guide the chatbot about the questions the user should be asked, automatically identify semantic metadata of the content, and map the metadata to the knowledge map. This approach would make the chatbot smarter while reducing the maintenance efforts and costs.
In this session, Alex talks about both approaches and sees which approach works better in different use cases.
Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
It can be difficult to onboard users to new and complex interfaces and workflows. New research shows that images and video enhance understanding and retention of complex information and tasks and can even increase productivity, but software often changes quickly and requires regular updates and localization.
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Presented November 29, 2018, at Quadrus Conference Center for Information Development World 2018.
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Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
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6. #IDW2017 SCOTT@THECONTENTWRANGLER.COM @SCOTTABEL THECONTENTWRANGLER.COM
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CONTENT OPTIMIZATION
I’M AN EVANGELIST FOR
ADVANCED INFORMATION DEVELOPMENT AND MANAGEMENT
AND COGNITIVE COMPUTING
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I’M THE CO-CREATOR OF
QUADRUS CONFERENCE CENTER
MENLO PARK, CA
MAY 15-17, 2017
#IDW2017 WWW.INFORMATIONDEVELOPMENTWORLD.COM
EXPERIENCES WITH CONTENT
CREATING EXCEPTIONAL CUSTOMER
INFORMATION
DEVELOPMENT
WORLD 2017
13. #IDW2017 SCOTT@THECONTENTWRANGLER.COM @SCOTTABEL THECONTENTWRANGLER.COM
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PESCATARIAN
I’M ALSO
NO MAMMAL OR BIRD FLESH, BUT INCLUDES
FISH, AND MAY INCLUDE EGGS AND DAIRY
BY NECESSITY…
NOT BY PREFERENCE
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35.7%
AND, JUST LIKE
OF AMERICANS*
* JOURNAL OF AMERICAN MEDICAL ASSOCIATION, NATIONAL HEALTH AND NUTRITION EXAMINATION SURVEY
24. #IDW2017 SCOTT@THECONTENTWRANGLER.COM @SCOTTABEL THECONTENTWRANGLER.COM
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$210 BILLIONIS RESPONSIBLE FOR
OBESITYIN U.S. HEALTHCARE COSTS*
* JOURNAL OF AMERICAN MEDICAL ASSOCIATION, NATIONAL HEALTH AND NUTRITION EXAMINATION SURVEY
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SO, MANUEL’S
TIME-CONSUMING, ERROR-PRONE, AND COSTLY
JOB INVOLVES MANY
HIS RECIPES ARE NOT DESIGNED TO BE EASY TO FIND, REPURPOSE, OR ADAPT
MANUAL TASKS
THEY ARE NOT MACHINE-READY
49. #IDW2017 SCOTT@THECONTENTWRANGLER.COM @SCOTTABEL THECONTENTWRANGLER.COM
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MORE AND BETTER
PRODUCE
CONTENT
FASTER AND MORE CONSISTENTLY
IF HE ADOPTED THESE METHODS, MANUEL COULD
50. #IDW2017 SCOTT@THECONTENTWRANGLER.COM @SCOTTABEL THECONTENTWRANGLER.COM
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CAPABILITIES
MANUEL WOULD ALSO BENEFIT FROM NEW
DISCOVERABILITY
RECONFIGURABILITY
ADAPTABILITY
AND POWERFUL
@SCOTTABEL #IDW2017
80. #IDW2017 SCOTT@THECONTENTWRANGLER.COM @SCOTTABEL THECONTENTWRANGLER.COM
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COGNITIVE
COMPUTING
SIMULATION OF HUMAN THOUGHT PROCESSES
MADE POSSIBLE BY SELF-LEARNING SYSTEMS
WEAPON
SECRET
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LEARN
UNDERSTAND MASSIVE DATA SETS
UNSTRUCTURED AND STRUCTURED
AT SCALE
COGNITIVE COMPUTING SYSTEMS
IN ANY FORMAT/LANGUAGE
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MAKE COMPARISONS
FORM JUDGEMENTS
MAKE GOAL-ORIENTED DECISIONS
REASONWITH PURPOSE
COGNITIVE COMPUTING SYSTEMS
HYPOTHESIZE
MAKE SUGGESTIONS
AND ASSUMPTIONS
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INTERACTWITH HUMANS
COGNITIVE COMPUTING SYSTEMS
NATURALLY
NATURAL LANGUAGE PROCESSING
SPEECH, FACIAL, AND IMAGE RECOGNITION
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COLLECTIONS
OF APPLICATIONS
COGNITIVE COMPUTING SYSTEMS
WEAVED TOGETHER INTO PRACTICAL SOLUTIONS
TEXT ANALYSIS
DOCUMENT CONVERSION
NATURAL LANGUAGE PROCESSING
MACHINE TRANSLATION
TONE / PERSONALITY ANALYSIS
TEXT-TO-SPEECH / SPEECH-TO-TEXT
CONVERSATION
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COGNITIVE COOKING
LET’S TAKE A LOOK AT A SERVICE BASED ON COGNITIVE COMPUTING
A SERVICE THAT CAN PROVIDE MANUEL WITH THE SECRET WEAPON HE NEEDS
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DATA + HUMAN KNOWLEDGE + RECIPES
UNSTRUCTURED | SEMI-STRUCTURED | STRUCTURED
ANY FORMAT | ANY LANGUAGE
COGNITIVE COOKING =
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COGNITIVE COOKING
FLORIAN PINEL: THE FUTURE OF FOOD
HIS TALK DEMYSTIFIED THE POSSIBILITIES
A COLLABORATION BETWEEN IBM AND THE INSTITUTE OF CULINARY EDUCATION
POWERED BY IBM WATSON
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CONVERSATIONAL
COGNITIVE COOKING IS AN EXAMPLE OF
COMMERCENATURAL, DIALOG-DRIVEN CONVERSATIONS
UNDERSTANDS, REMEMBERS AND USES
YOUR PREFERENCES, YOUR NEEDS, YOUR
CONTEXT TO DELIVER RELEVANT CONTENT
COGNITIVE
SYSTEMS CONSIDER
CONTENT AND DATA
FROM A VARIETY OF
SOURCES TO
DETERMINE THE
BEST ANSWERS TO
DELIVER TO YOU
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DATA
COGNITIVE COOKING
CONVERSATIONAL COMMERCE
WHAT
MIGHT WE
COLLECT
TO HELP MANUEL PROVIDE CONTENT AS A SERVICE
TO DIFFERENTIATE HIM FROM THE COMPETITION?
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WHEN ALL OF THIS DATAIS UNDERSTOOD AND ACTED UPON BY A COGNITIVE COMPUTING SYSTEM
MANUEL COULD PROVIDE HIS PATIENTS A COLLECTION OF PERSONALIZED
RECIPES BASED ON A CLEAR UNDERSTANDING OF BOTH
PREFERENCES
REQUIREMENTS
RISK FACTORS
MEDICAL HISTORY
PERSONAL DATA
RESEARCH
STATISTICS
ACTUARIAL DATA
DEMOGRAPHIC
PUBLIC DATA
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RESULT
PROVIDING CONTENT
DESIGNED JUST FOR YOU
DATA-DRIVEN CONTENT TAILORED
TO MEET YOUR NEEDS AND YOUR
EXPECTATIONS
AN EXCEPTIONAL CUSTOMER EXPERIENCE
THE
WITH COGNITIVE CONTENT
MANUEL CAN BEAT THE COMPETITION BY
EACH AND EVERY TIME!
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INTRAPRENEURS
PEOPLE WHO TURN IDEAS INTO PROFITABLE
IMPROVEMENTS AND PRODUCTS THROUGH
ASSERTIVE RISK-TAKING AND INNOVATION
YOU WILL NEED