A new article about Tone Analyzer, on IBM site. See and excerpt and the link to the article
Start of excerpt: “… A new Beta feature launched today within the IBM Watson Tone Analyzer Service. Now you can analyze your customer support conversations with the new Tone Analyzer for Customer Engagement Endpoint. Escalate customer conversations when they turn sour, or find opportunities to improve customer service scripts, dialog strategies, and customer journeys.
When you analyze your data with the new Tone Analyzer for Customer Engagement Endpoint, you’re analyzing it with an alternate Tone Analyzer model specifically trained on customer support conversations on Twitter. This model detects a new set of tones designed specifically for customer engagement use cases. The tones included are frustrated, sad, satisfied, excited, polite, impolite and sympathetic. Learn more about how the model was developed here.
With this addition, we now have two endpoints available:
|1. Tone Analyzer General Purpose Endpoint Use the Tone Analyzer General Purpose Endpoint to monitor social media and other web data. Analyze short-form text like tweets or reviews, or longer documents like articles and blog posts. – Tones detected within the General Purpose Endpoint include joy, fear, sadness, anger, disgust, analytical, confident, tentative, openness, conscientiousness, extraversion, agreeableness, and emotional range.|
Ever since we released the IBM Watson Tone Analyzer Service, we have gotten feedback from our clients that they would like to use the service to analyze the logs from contact centers, chatbots, and other customer support channels. We worked with clients to figure out what those tones should be and came up with an answer. Turns out tones such as frustration, satisfaction, excitement, politeness, impoliteness, sadness and sympathy are important to detect while analyzing customer engagement data. You asked for it, so, here you have it! …”
End of excerpt.