Bringing the organic language of Watson Dialogue to contact facilities

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Watson Conversation call centers

In my role as an adoption leader for Watson and IBM Cloud, I see chatbots and Watson Dialogue capturing the imaginations of many shoppers.

The ability to automate the dialogue all-around frequently questioned questions pretty much builds the chatbot business situation for by itself. Brokers as soon as tasked to industry 80 p.c of queries with 20 p.c of their experience are freed to deal with more advanced, precious queries in a more timely fashion as the chatbot handles the simpler, more widespread questions.

Let us acquire this chatbot scenario to its future action in the logical development. What if a chatbot crafted with Watson Dialogue could be engaged with the spoken, rather than published, word? No difficulty. We can do that these days via the Speech to Textual content and Textual content to Speech solutions.

What if an business needed to use its telephony program as a new channel to interact this talking chatbot? Enter IBM Voice Agent with Watson. IBM Voice Agent with Watson, presently available as an experimental provider from IBM Cloud, offers connectivity for Watson solutions to your telephone or contact centre network. Employing the Voice Agent with Watson provider, your voice agent can listen and react to customers using organic language.

Basically, the Voice Agent with Watson offers a session initiation protocol (SIP) endpoint on IBM Cloud and orchestration with Watson solutions. SIP is a protocol that is utilised for controlling of voice more than IP (VoIP) phone calls. An endpoint is the final location of a voice contact. In this instance, the SIP endpoint and orchestration of Watson solutions on IBM Cloud make it really effortless to create a cognitive voice agent. Dial a variety, question a question and interact Watson in dialogue.

Employing Watson in your contact centre can

  • Raise the variety of phone calls that can be managed mechanically
  • Increase purchaser provider practical experience and satisfaction
  • Assist contact centre brokers all through phone calls

I just lately crafted a Voice Agent with Watson demo for a consumer which is by now using Watson Dialogue to deal with frequently questioned questions. As expected, the consumer was delighted to have an understanding of their expenditure in Watson Dialogue could be so simply prolonged to new channels with the Voice Agent with Watson.

To help other individuals who may well like to discover this experimental provider from IBM Cloud, I crafted this brief developerWorks Recipe with an connected online video.

Why not check out the Voice Agent with Watson for yourself? I’d appreciate to hear again from you about your practical experience. Truly feel cost-free to get hold of me at @daltonology on Twitter.

Learn more about IBM Voice Agent with Watson.

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